Yes this is correct. They are refusing tho over the phone. I just checked the direct debit gaurentee
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If you’ve sent them the proof that your bill which was just debited was £9 then just wait, they’ll get to you eventually. You can always put some pressure on monzo here or on social media to try and look at it sooner.
If you have proof you shouldnt incur extra charges, you need to take it up with 3 unless you’ve been debited the indirect amount shown on the bill.
Unfortunately this is the issue with this sort of Bank, if something goes wrong your just left waiting. Hopefully someone at some point will pickup your chat and deal with it. Earlier this week I was left waiting over 24 hours for a reply to my chat.
True they are growing too big and slacking on support now.
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Agree @RobPiggott, gone are the days where you can mark a chat as urgent and they would respond in less than ten minutes.
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It did not give me the option to make it urgent? Should I just report a transaction of urgent and then they see the chat log?
It’s a bit off topic, but although I’ve experienced a long wait recently, I only waited 10 minutes or so on Sunday. So it’s definitely variable.
No, what I’m saying there used to be a feature called “Mark Chat As Urgent” but Monzo have taken the feature away it seems.
Apparently they respond in 10 minutes for urgent requests so you could try. It would be Interesting to see if this is actually true.
Alternatively shame them on Twitter and submit a formal complaint (something they’re also not good at handling according to the fca)
Is this the “direct debit guarantee” topic, or the “let’s bash Monzo support” topic? 
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I am gonna switch back to HSBC starting Tomrrow, and then cancel my nationwide switch to monzo.
Unfortunately I’m gonna stay with my big high street banks.
No offences to nationwide in 2017 I was in Scotland and 3 took over £1K and they manged to revert it their and then.
When they can’t process a direct debit guarantee I’d say both since support is required to process the request.
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I’ve had responses to live chats fairly quickly recently.
Have you read it. Your entitled to a refund straight away with out question if the amount is higher and the original amount.
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Gosh. I think I’d have left 3 by now in that case.
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It’s dependant on time and type of request. They have temp staff handling simple requests from what’s been said and the main queue is fairly large so many people are waiting 24 hours for a response.
How come you are happy to stay with a mobile provider that keeps overcharging you but not your bank when they take a little while to answer a live chat?
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I did I went back to EE but I have a sim only rolling 30 day contract for £9 a month. For an iPad sim.
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My thoughts exactly.
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