I bought some theatre tickets yesterday and was charged twice on my Monzo for them. I immediately went on the in-app help chat and have had absolutely no reply. I emailed yesterday, no reply. I called this morning and the system hangs up on you. I have tweeted, no reply. This is my only other option.
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If it isnāt settled, you may be able to get it refunded. Hit the transaction in your feet, scroll to bottom and then āSomething Wrong?ā and itās there.
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Would the company you bought the tickets from not refund you?
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Hi Sophie!
Welcome to the forum. Sorry youāve had to sign up under these circumstances. Although you havenāt had a response, this sounds like something that is easily solved. Iād suggest following @HoddzDJ instructions to see if that works in the first instance.
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This is somethign hat has happened before with my boyfriend, Monzo take an amount on hold from your account but then the vendor also charges. Its not the ticket company who took the money
Ah sorry, thought Iād had gone through twice. What HoddzDJ says then, works for most transactions. If not the hold will be released in 7 days automatically
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Response times via the in-app chat are a concern at the moment, it took 4 days for someone to reply to one of my queries this week.
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Is there an issue with the phone lines? 
Its shocking
It says there is no one to pick up the phone and to email or contact via in-app help - NONE OF WHICH REPLY!
I canāt find anything on his profile to help me. The fact that Monzo can hold onto Ā£110 of my money for 7 days is disgusting
I have already done thaat - it says either wait 8 days, or to speak to the chat help.Iām not happy waiting 8 days
Iām confused, thatās the way every bank in the country works. Monzo provide more customer visibility of this, I agree, but the behaviour is standard.
If a company puts in a charge then the bank āreservesā the money. If a company then puts in a second charge, the bank āreservesā that money too - they have to. If the company donāt then collect the money in a reasonable time and donāt release the reservation, the reservation lapses automatically and the money is released.
It looks tike the ticket perople put through two transactions rather than confirming the first one and the bank has to deal with the fallout.
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I understand but Monzo is the only bank account that charges customerās twice. If someone from Monzo help could actually get in touch with me they would be able to explain to me and let me know when I can get my money back. It happened over black friday with my boyfriend and when he questioned monzo go paid straight away.
No one has been charged twice here, two transactions have gone through from the supplier and Monzohave held the money. Itās still in your account.
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It might not have left my account but monzo have taken it from me so that I cannot use it - it has been taken from my ballance
Ok, thereās no point going further in this circle. I hope you get it sorted out.
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With respect, youāre not understanding. All banks reserve the money in the same way. With other banks youād see your āAvailabke Balanceā be reduced in the same way, but those other banks actually show you two balances so the second balance masks whatās going on.
You havenāt been charged twice. The ticket company has reserved two amounts and itās their fault, not Monzoās. Follow @HoddzDJās advice and click āQuestion this paymentā.
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With respect, i already have followed the advice - i questioned the payment yestrday, and now have to wait 7 more days to receive my funds. This would not happen with a visa card
As explained, twice, it actually would.
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