We’ve had two £150 excess payments taken from our account via husband’s card, Bupa say Monzo is responsible and Monzo say it’s Bupa. At this rate we won’t get the refund until after Christmas so could really do with it back now. I wondered if the issue is Bupa’s system authorising the card twice, only the amount due settles so the other one is sat in pending and will drop off in the next month, but if that’s the case they should be able to cancel the second authorisation. Is there anything Monzo can do?
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It’s definitely Bupa, Monzo can’t and won’t complete two charges from one authorisation, and they act on whatever the merchant says to do, so you would need to pursue it with Bupa or maybe file a chargeback with Monzo, but it’s not Monzo at fault.
If it’s only a pending authorisation and hasn’t actually cleared, Monzo may be able to cancel it with evidence from Bupa that it won’t be collected, but based on what I’ve read on this forum they probably won’t and you’ll have to wait until it drops off.
I can’t tell from how you’ve worded your message though, at the start it says you’ve had two payments taken but then mentioned one is pending - of only one has cleared, then wait for the other one to either clear or drop off.
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With the above comment, it could revert at day 7 since the transaction; or day 30.
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