Hi, I was just wondering if anybody else has had this problem and how it was resolved.
On Tuesday I made a card payment of £21, the payment failed with the merchant, however 2 payments of £21 were taken from my Monzo card and £42 was deducted from my balance.
I spoke to the merchant who said that the deposits would be credited back to my account within 3 days, however they still haven’t arrived, so I have contacted them again and they have said that they never claimed the funds and to speak to Monzo to find out why the payments haven’t been credited back to my account.
The details on both transactions state the following
I have spoken to Monzo in chat and shown them screenshots of the Merchant confirming that the payments weren’t received and that they would not be claiming the payments and that Monzo should credit the funds back to my account within a few days and the issue was transferred to a specialist who had come back to me this morning and stated the following:
“I’m really sorry for the trouble you’ve had with this. I’ve had a look and we expect this money to be refunded into your account by Friday 8 May at the latest.”
I have replied with the following:
"It states on the transactions that the money is still in my account, but you have just set it aside so I cant use it, so it shouldn’t need to be refunded back to me as it’s still in my account according to what it says on the transactions. It also says that if I am due a refund then it will automatically be released within 8 days, however to contact you to get it released sooner. Your help pages also states this:
So I dont understand, if it’s still in my account, the merchant hasn’t collected it and they have stated that they are not going to why it is now going to take over a month to be released back into my account?"
Monzo have not responded to this in the chat.
Has anyone else had a similar issue to this, if so, did you have to wait a month for the money to he released?