I purchased an app online, and today £38 was taken from my account as an alleged subscription. I’m trying to complete a dispute payment form with Monzo but it doesn’t give me any option other than three generic types of issue. How do I raise my concerns with Monzo?
I didn’t see any information regarding any subscription. Hence my annoyance. My struggle now is getting in touch with monzo. I can’t seem to access a chat page.
Who did you subscribe to? What did they say when you asked for a refund?
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Thanks , the link takes me to a generic page but doesn’t allow me to access chat. Maybe because I’m in UK?
Cheers
It’s a company called Brainety, brain exercises. They say in effect , tough luck under their terms and conditions I had seven days to opt out of the subscription, so there legally allowed to keep the money,
Many thanks. I’m using an iPhone.
Looks like a VERY common occurrence with this company!
I got as far as the page to enter card information and there was nothing to say it was a subscription. Maybe it did if you opened up the T&Cs. Nasty tactics.
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But if you only did it today then you’re entitled to a refund?
Good luck with disputing this. If it’s in the terms and conditions then this can be difficult, but this is very sneaky indeed.
You can also think about ordering a new card so that they can’t charge any future subscriptions or charges with the card details they have.
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As a matter of interest I had a look.
After you’ve done their 30 puzzles to get your true IQ score there’s a 7 day trial price to actually see your score, and no obvious mention of a subscription, but you do have to tick a box to say you’ve read the T&Cs. And that says
If you purchase the Brain games services access on a trial basis (“Trial”), you will be charged for the Trial period shown in the checkout page. You may cancel your subscription any time during the Trial Period by sending us an email support@brainety.com. If you decide to cancel your subscription within the Trial period of subscription, we will not charge you anymore. If you cancel your Brain games services Access subscription after the Trial Period, then you will not be eligible for a refund, but we will stop the recurring payments and not charge you anymore. If you do not cancel during the Trial Period, you agree that your subscription will automatically renew and that you will be billed the recurring subscription fee shown during the sign-up process on a recurring monthly/yearly basis. You expressly authorize us to automatically charge the applicable recurring fee and any applicable taxes to your payment method unless and until you cancel. If you cancel prior to the end of a billing cycle for which you have already paid, you will have access to the Service until the end of that billing cycle.
I’ve made bold the relevant section.
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Many thanks for the clarification. Monzo tell me the money is pending. I’ll be interested to see if Monco will offer any help disputing this payment.
I’ll let you know. It’s a strange old world where a transaction can be dishonest but not fraudulent and vice versa!
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It is indeed!
‘Fraud’ is usually an unauthorised transaction - that’s a transaction you have no hand in, ie someone else uses your card details.
In cases like this, as it was you who gave the merchant the card details, it’s not considered fraud (under the banking regulations), but a merchant dispute. It’s possible it can still be disputed, but unlike fraud there isn’t an automatic right to a refund and it depends on the Mastercard dispute process. I would send Monzo the trustpilot link when you get through to them as that can be useful in establishing that it’s a non-legit company.
If it’s an online purchase do you not have 14 days to change your mind?
I think that the application of this to subscriptions is part of the DMCC bill that is going through parliament at the moment but I could be wrong.
Good news: Out of the blue I received a refund today.
Many thanks for all the advice and support. The quicker the bill goes through Parliament the better.
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