Amazon refunds declined!

Feedback & Ideas
1

I would really appreciate if Monzo would look into the Amazon refund process.

As a long term customer for a number of years now, in which I’ve been a very supportive customer recomending you to all I speak too about getting an account.

Recently I’ve had an issue concerning an Amazon refund for a camera i’d purchased on Flex.
Amazon have refunded the £400, and Monzo have these funds. On face value a simple this is a problem to resolve.

But this has somehow this has become my problem to resolve. Going back and forth between Amazon and Monzo, including having Amazon and Monzo on two different phones to get some resolve. I would say is not the best use of my time over a period of weeks.

Amazon has now walked away from this problem as they are satisfied the refund is paid.

A week later I still have no contact from Monzo. So again I’ve called and called. But no further information has been given.

So at present im £400 out of pocket and no idea if and when i will see these funds again. Which is obviously an amount of money I cant afford to be without.

Is there no way an organisation like Monzo could put something into place, as i can see on the forums and online this current process is not working and common too.

Could you not interject earlier in the process and directly contact Amazon directly on the custommers behalf as I know this is possible. Instead of the customer passing on merchant numbers / codes, RRN codes and ARD codes and so on to Amzon?

Also in this process I’ve had to chase Monzo for any information. Surley it would be possible for Monzo to keep us informed.

With any refund from Amazon in the past has been a simple and straight forward process swift and easy. At present I cant believe this stressfull and complicated situation im in.

I do have a question. Has this become an issue because I’ve paid the debt on my Flex card, and the refund has nowhere to go, as there is no debt on the card to be paid and becomes an account conflict on return to my current account?

On a final note, Please, Please, Please change your process. As it does make me look at other banks and to be honest i dont want to leave. I just want to feel im being looked after.

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2

In short; no.

Monzo has no agreement with the merchant, the funds run through Mastercard. It’s your job to speak to both involved.

Surely Monzo have you an expectation resolution date IE 45 days? What did their reply say?

If you’ve not raised a dispute there won’t be an SLA, and it’ll just be when their team has had chance to look.

No news = usually no update.

How do you know Monzo have them? If Amazon have refunded it should revert back against the original presentment within 10 working days.

How long has it been?

A refund will aim to go back to your Flex, however this doesn’t always happen, and can return to your current account, which you then pay down Flex.

The same goes if you paid debit, then moved to flex, then funds go back to your current account and you pay it back to Flex to pay down the balance owed.

Have you checked your current account for the initial date you made the purchase to be sure it hasn’t gone back already?

You’ve also not added purchase date, return date, and then refund process date to your post so can’t make head nor tail of it.

Lastly, you’re speaking to an open public forum, not monzo.

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3

The resolution was being looked into last friday.

They said they would update me this week as Monzo has accepted they have recived the funds but cant release them. Also Monzo said they would contact Amazon directly on my behalf for a resolution.

Yes I have checked my account, again Monzo has has accepted the funds but wont release.

I though this forum was for feedback and ideas?

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4

Didn’t realise the tag was feedback, someone else (1 single person) opened a topic for an Amazon refund too, not seen any others floating about.

Either a niche issue or a new process to mitigate fraudulent refund attempts (I didn’t get the goods type when they did, which is common).

Still another full day for them to respond, raise a formal complaint if they don’t respond by 6pm tomorrow (think that’s their disputes hours).

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5

I will do. Cheers buddy :+1:

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6

You’ve got even less of a chance for it to be considered at when you’ve put it in the ‘feedback done’ category :sweat_smile: :stuck_out_tongue:

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7

Just amended that for them.

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