Thanks Dan but do you know why Monzo are not replying at all, even to acknowledge the message?
7 days just to get a response. The not good enough. No wonder Monzo aren’t getting good reviews. Reply from chat after i chased.
Hi I’m so sorry for the delay here.
I can see right now that you’ve recently submitted a form to our disputes team that’s still open.
If you’re getting in touch because you’ve not heard anything back yet, I’m so sorry for the delay, the disputes team will be with you as soon as possible. This is usually within 7 days, thank you for your patience.
Let me know if there is anything I can help you with, otherwise have a good day! 
No, they’re claiming 7 days to get a response from the disputes team, not from the normal front line COps.
What’s the difference from a customer perspective? 7 days to get a useful response is still 7 days waiting.
Otherwise, why not just hire a bunch of people to pickup and forward queries on to other people very quickly and claim excellent response times?
It’s a hypothetical question in this case but, potentially, quite a lot depending on how it’s managed.
The comment was more aimed at the inevitable assumptions that 7 days was now the minimum contact time and how ‘shocking’ this is.
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I think when you do it, it says “Thank you, this process can take up to 7 days and we’ll keep you updated”
So if you don’t hear anything, there’s nothing to tell, so chasing doesn’t really make any difference. But something to let the customer know things are progressing would be helpful.
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For a dispute, Monzo probably could vastly improve the customer experience and cut down on customer service requests if they provided regular updates or some sort of tracker.
For example, on the transaction detail page they could have a 7 day timeline countdown starting with ‘We’ve received your request’ along with the various other steps such as ‘We’re looking at your dispute’ up to the final 7th day when hopefully it would be resolved.
Did I understand this right @Dan5: if Monzo reverses a pending transaction, and then the merchant tries to take the money, it’ll be treated as a chargeback by the merchant against Monzo/customer.
And that’s why it takes longer to reverse a pending transaction nowadays/why we can’t self serve.
(Makes sense, just trying to make sure I understand)
I don’t work in disputes, but yes that’s my understanding of the new process. We raise the chargeback d the transaction presents again!
We used to get lots of reversals which were then presented again by the merchant which caused frustration and confusion for the customer - with the new process my understanding is that won’t happen as we’ll raise a chargeback if the transaction presents a second time and then the customer won’t see it pop up again (unless we lose the chargeback!) in which case (again my understanding!) you’ll get a message from us explaining what’s happened and giving two weeks notice before we debit the money from your account.
This is one of those occasions where @Rika could provide a lot more context than I can!
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Apologies for the questions but just so I understand the process you went through!
- did you raise the dispute/reversal via chat or via the form in the app?
- if via the form, did you then start a chat and were expecting a reply? Or had you not started a chat and were expecting on the back of the form to have somebody reach out?
- if you were expecting them to reach out, what were you expecting them to say?
These aren’t trick questions I promise, but a) it’ll help me figure out what’s happened and b) provide some useful feedback on the process.
My understanding of the process is as follows:
- A customer raises either a fraud report or a dispute/reversal through the app. As part of the process you are asked to submit any relevant evidence - depending on the nature of the dispute.
- When you submit the form it lets you know that we’ll be in touch within 24 hours for fraud, and 7 days for a dispute.
- The form goes straight to the disputes team as a ‘task’ - this looks a bit different on our side as it isn’t a chat.
- if we don’t have enough evidence to proceed then we’ll reach out via chat to let you know and explain what we need.
- Once we’ve reviewed it and the disputes specialist makes a decision we reach out via chat (creating a chat for you and sending a notification through the app) to let you know the outcome and if appropriate credit you the amount.
As a caveat I don’t work in the disputes team and I very rarely do frontline work anymore!
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What are you up to these days Dan within COps, if you don’t mind me asking, and if it is not a Monzo state secret?
Financial Crime - so there’s not a lot about my actual job I can talk about anymore!
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Cool cool. Interesting stuff, not that you can tell us about it!
I managed to work the phrase “all crime is financial crime” into a conversation the other day. 
rubbing off on me in the real world
Does this question and answer combination bother anyone else? 
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I’m impressed 
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Well, they do say to practise what you preach… 
This is really helpful. It answers a repeated complaint of mine that I can no longer self-reverse pending transactions (because the burden of proof needs to be higher - you need the cancellation evidence so you can automatically raise a chargeback if the retailer claims the money). I’ve noticed that complaint pop up a few times from other people and no one really knows why. So it’s great to finally have an answer.
This is one of those times when it’s great to have you guys on the forum.
A @Rika blogpost explaining what you just explained, and why it’s much better for the customer, would be super helpful.
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I think in some cases you can self-reverse a transaction of up to £45 but I have no idea what the criteria is for that!
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It isn’t though. That was just a strapline in a presentation by someone passionate about financial crime.