Card Decline but Money has left my account


(Laura John) #1

Hello :slight_smile:
I went out for dinner last night and it said that my card had been declined however the money has been taken from my monzo account. They asked me to pay again as they didnt believe me, I then ended up having to pay twice! I left them my contact number - they are now calling me asking me to pay again as they still have not received a payment from me. Please can you help as I have now paid twice and i’m still being told that I need to pay.

Many thanks


(Change Works) #2

I’d contact Monzo either in app chat or at help@monzo.com


(Colin Robinson) #3

Best thing to do is use the in app chat to talk directly to someone who can find out what’s going on for you :slight_smile:


(Alex Sherwood) #4

I’ve had this happen too :grimacing: when the shops system’s went wrong. The customer support team fixed it fast though :slight_smile:


(Andre Borie) #5

They asked me to pay again as they didnt believe me, I then ended up having to pay twice! I left them my contact number - they are now calling me asking me to pay again as they still have not received a payment from me

When you paid the second time, did the terminal say approved? Do you have a receipt by any chance?

If the terminal says approved then it’s all done and there’s nothing else for you to do - they will get their money. If they still don’t believe that it’s up to them to sort it out with their acquirer bank. Do not pay a third time.


(Jamie 🏳️‍🌈) #6

If it had gone wrong the first time you can bet I’d demand the receipt from the card machine the second time!