Boots Pending to Posted Issue?

(Allie) #1

Hi, I just got a notification for a transaction I made tonight at Boots saying ‘Delayed from Friday, 17 Nov’ - the original pending charge is also still showing. It appears Monzo wasn’t able to correctly recognise that the posted charge is the same charge as the pending one, so now the money is ‘missing’ from the balance twice until the pending falls off. Tiny purchase, but annoying enough potentially for a large purchase.

Any thoughts or anyone else see this at Boots?

(Tony Hoyle) #2

If Boots have put both transactions through separately there may be no way to tell. They should have released the other charge at the same time, but didn’t.

It’s one of those times Monzo is showing what’s really going on - legacy banks would simply have reduced the available balance.

(Allie) #3

Very true, except this is my first time really shopping with a debit card. I’ve always preferred credit cards for the additional protections, and in that case it doesn’t matter. Credit limit (something absurdly high you’d never spend) is simply reduced temporarily.

But yes, point well taken… This is a Boots issue and Monzo shows it well. I’m just curious more if others have seen it too.

(MikeF) #4

I only got one transaction but that seems to be based in Newcastle where I’m not.

That’s a Boots issue too apparently, POS machine configuration I suppose.

(Allie) #5

My pending was also Newcastle upon Tyne.

It seems like Boots is processing transactions in a very wrong way, something masked by the fact I normally use an Amex card with a very high limit and would never notice this.

Monzo, maybe worth your techs raising this with Boots?


Used my card in Boots on 1 and 6 November with no problems in terms of the payments, just checked though and they’re both showing as Newcastle rather than Sheffield…

(Krystian) #7

I’ve got the same problem.

Made two transactions yesterday - shows Newcastle upon Tyne, and today again but with correct location.

(Hugh) #8

The old charges should drop off in a few days when the authorisation expires :slight_smile:

(Allie) #9

Absolutely, but this still shouldn’t be happening… Hopefully Monzo can contact Boots and help them fix it :joy:

(Allie) #10

I just tried at a different Boots and I used the physical card in case it was an Android Pay issue. I’ll know when it posts if it posts separately again, but it looks on the same track. Pending is in Newcastle Upon Tyne.

(Hugh) #11

I mean it is just Boots submitting a separate presentment and leaving the authorisation to drop off. It is lazy coding and I doubt Monzo will be able to persuade Boots to change something that is perfectly within the MasterCard specs, but undesirable for users.

(Max Walker) #12

Given that boots is a bit of a corporate monster and has had some fairly negative press attention at the moment (Google boots morning after pill or boots pharmacy targets), I’d guess that they mainly don’t give a damn what anyone else thinks about them.

Unfortunately, therefore I’d have to agree that they probably aren’t likely to change this anytime soon.

(Allie) #13

I totally forgot about the morning after pill thing or I wouldn’t have made these purchases… Thanks for the reminder, and good point!

(Peter Roberts) #14

How does Monzo visualise this on the CA? Months ago I was double charged by a train ticket machine. Only one of the transactions ever graduated from pending - one of them still lists pending

Iirc I did see a decline item in the feed some time later but nothing making it clear to me any funds had been released back to me

(Jamie 🏳️‍🌈) #15

With regards to ‘additional protections’, if you mean Section 75 of the Consumer Credit Act, this generally only applies to purchases over £100 and under £30,000, and there are other circumstances when it isn’t applicable. It’s not a blanket cover.

(Allie) #16

No, I mean the contractual protections the card issuer offers, especially American Express (e.g. insurance on accidental damage for the first 90 days).

(Rika Raybould) #17

We’ve become aware of this Boots issue very recently. Prepaid card users will remember that location data for Boots would always return the head office or a single store, no matter where you were.

We’re looking into most instances of unmatched presentments (especially where the amount is the same) and should be able to work something out long term. :slightly_smiling_face:

In cases where you have any issues like this, please send a quick message through the in-app chat. We should be able to reverse the hanging authorisation.

If you then also request to be put in my queue with a link to this thread, I’ll add it to our ongoing investigation!

(Allie) #18

Thank you, but won’t they just fall off anyway? I’d hate to make more work for your CS on a busy weekend!

(Rika Raybould) #19

They do indeed, the timeline for this is 7–8 days from the first authorisation.

Ideally, waiting is the most painless option but we’re always happy to investigate and reverse any hanging authorisations, especially for larger amounts where a receipt or final bill can also be provided (hotels, airlines, etc.).

(Allie) #20

I’m happy to wait, they’re small amounts. But if you need more data points to investigate, you know my email :slight_smile: