This is really starting to grate on me now. I am wondering if anyone else has had similar experiences.
For one reason or another, every time I make a purchase online using my Monzo debit card I play roulette with the prospect of 1. Getting the product as expected or 2. The money being held as a pending transaction for around 2 weeks.
I approve the payment in the app and then get an error message on the merchant web page. Then my money is lost in limbo for 2 weeks (or sometimes a month) until it magically reappears.
This helpfully normally happens when I really need what I have ordered and am chronically short of funds.
Previous helpful Monzo support agents have reversed these transactions for me with the stipulation that if the merchant then goes on to collect the money my account would be debited for the amount and I would have to raise a dispute.
More recently however, possibly a change in policy, agents simply copy and paste the help article about disputing payments which requires you to fill in a form and provide written confirmation from the merchant that the payment is not going to be claimed. They say this can help get the transaction back before the automated refund.
There has been a real shift in the attitudes and helpfulness of Monzo agents overall, everytime I contact them its as if I’m speaking to a bot that knows emoji’s rather than an actual person, a few years ago the agents where personable, took the individual case into account and seemed to have some semblance of autonomy to be able to use the levers they had to actually help in a personal and timely manner.
Now I feel like they are either so overloaded with customers that they have lost the will to help i.e. quickly scan what you have written and copy and paste the relevant help article, (if the help article helped, I wouldn’t have contacted support in the first place.) or are under new draconian KPI measures from management which prevent them from doing so.
I don’t know what the answer is to my cycle of pending transaction hell. Monzo is my only bank, I feel like I am going to have to transfer the money to a friend or family member and get them to place an order for anything more than £100 as it just isn’t worth the risk of being without the money for so long.
TLDR: After being made redundant in March and burning through what little cash I had, I finally land a work from home office job which starts on Monday. After using my last £250 to buy an office chair that won’t cripple me, Monzo sucks the money into the ether then acts like a bot when I ask for help.