Charged and not refunded


I tried to buy a train ticket via abellio greater anglia and it was initially declined for an unkown reason. I then tried it again and the machine said it was declined but it still has taken it out of my account. I went down to the desk and greater anglia only have knowledge of two declines and they have no record of taking money out of the account. Any ideas on what to do?

(Alex Sherwood) #2

If you contact the support team via the in-app chat, they’ll be able to deal with this.


Seems to be down currently…

In-App Chat Tool Issue
(Alex Sherwood) #4

It looks fine to me on iOS but you’re the 2nd person to report that there’s some sort of issue, could you please post a screenshot of what you’re seeing when you try to open a chat?

In the meantime you can contact the support team by sending @monzo a DM on Twitter or emailing


(Naji Esiri) #6

@Keirsb Hey! Have you managed to make contact with Customer Support? Really strange, There haven’t been any reports of our Help being down this morning. Just sent you a DM to check in, so do let me know if you’re still in the dark over this issue.