Abandoned fuel preload - how to get access to my money!

Help
1

I was in France on Saturday. Expecting to pop about €60 fuel in car: over €100 in our account

Carrefour, of course, tried to preload €150 to let me start filling. It didn’t tell me that was what it was doing (my bad for not intuitively knowing it would try to pre-load such an amount!)

Naturally the machine abandoned the transaction (see clip) and I used a Nationwide account we have (see clip!)

How can I get Monzo to release MY money now. Carrefour are not going to try to take it (evidence above!)

Thanks

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2

Contact support in app

3

Couldn’t see an easy way….in support, a gazillion help topics, but where is the “actually contact us” bit?!!
Thanks!

1 Like
4

Just search for contacting support

Or if you tap on the transaction and scroll down you’ll see a button

5

Just tap the transaction and at the bottom tap something wrong? Get help.

This will reverse itself within a few days if you don’t mind waiting.

It’s common for France to do this as that’s their maximum full amount by card.

Many in the UK do this too, and varies from £1 initial to £99 maximum fill cost.

6

This has become near impossible to find of late

3 Likes
8

Yeah, I realise this was my bad for not anticipating - the French auto pump didn’t say it was preauthorising €150 :eyes:

But having searched for contact help and opened a chat….it has sat there for 50minutes now, & zero response :roll_eyes:

Kinda makes Monzo look a bit rubbish. I won’t use it for more than a small bar tab card in future :man_shrugging:

2 Likes
10

Only gives options for dispute, & you have to contact the merchant first and wait 14 days

Modern money management eh :rofl:

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11

Yeah, done that….getting on for an hour if wait time now.
Feels like Monzo is unable to manage their customers at this point in time :roll_eyes:

13

To be fair, it you’d used an old bank - Lloyds, NatWest, etc - you’d still be in a situation where the money would have been ringfenced off. The only think Monzo are doing differently is increasing the visibility of what is happening to your money.

14

Ha!
Clearly I blame myself for being stupid enough to not predict a €150 pre-load :scream:

But I also blame Monzo for not having the ability to respond in what I consider a timely manner.

Other views are valid: you may be happy with a 2-5hour wait, that’s entirely your prerogative :+1:

2 Likes
17

Ouch.

I understand your point, but again it’s not uncommon here in the UK for people to be charged £99 up front and the difference refunded. Completely merchant dependant.

We don’t offer a live chat service, just a chat service, and someone will respond once they’ve picked up your message.

If you could add the receipt and explanation to the chat it may speed up the process once it has been picked up :pray:t3:

1 Like
18

Did the pump decline the transaction or did you see the €150 and opt not to fill the car?

Usually when pumps pre-auth that sort of amount it’s adjusted within minutes if not seconds of completing the fill up. It seems like by the transaction being cancelled however, it’s taking a bit longer.

19

Don’t be confused :wink:

I had about £100 in the account….remember I planned to pop about £60 in
Too little for the €150 that Carrefour apparently wanted, so they abandoned the transaction. & no, I didn’t see it ask for €150, otherwise I wouldn’t have entered my PIN!!

However….the account still shows it (I guess in case Carrefour changed their mind even through THEY ABANDONED IT!!)…so my account now says £0

I’m sure it will sort itself out. Someone replied after 2 hours. Maybe they will sort it faster than 14 days :man_shrugging:

1 Like
20

That’s the problem. It’s not chat service, it’s a message service.

21

Same difference. I’m confident most of the time replies are sent back if you’re still online and the customer replies, happens many a time for me.

22

Not to this customer. If I send a message I expect a response within 4 or five hours. If I initiate a chat I expect a response within 15 minutes or so.

I’ve learned that this isn’t the Monzo way, which is one of the reasons I only use Monzo as a spending card (and that’s reducing over time). My experience is that there will be more issues with Monzo than with other banks, and that the customer service at other banks is more aligned with my expectations.

24

For what it’s worth, I do. I think calling it ‘chat’ implies that if you sit around on the screen you’ll get a quick response. Calling it ‘message’ would be more of a nudge to ‘send a message and then close out of the screen until we send you a reply’.

I forget which bank it was - Starling, maybe? - that had a genuine live-chat support, but if you’d closed out of the app and not noticed the alert, you’d find the chat was the CS agent responding, saying “Hello? Hello?” and finally closing the chat, meaning you’d have to go all the way back to the start of the queue for the issue again.

25

Actually yes: great idea.

PLENTY of apps/sites have a chat facility, and it is just that: once you get past a bit, an exchange with a human in real time

I got a reply 2 hours after posting. I spend the first 25 minutes waiting for a reply so I could engage contact!

If I knew it was just a way to message them, that would be fine too……but don’t pretend someone will respond fast!

I agree: it makes a good spending card, but for me, that will be all.

26

It would change my perception.

“Message us” implies that the message will be looked at and dealt with today, if possible.

“Chat” implies that someone is sitting there waiting for the message and will reply soon.

Chat is what we are promised (and sometimes get), message is what we often end up with. And if customers are expecting Chat, but getting Message, they can become disgruntled, as we often see on the forum.

1 Like