I bought a train ticket from a machine at Stansted airport today. The first transaction didn’t go through as the machine froze, so I went through the process again. This time purchasing a ticket just fine with my Mondo card. However on my app it has charged me twice. I asked someone at the ticket machine and they verified the card against the machine and said payment has only been taken once. If he’s telling the truth it seems like a bug on Mondo’s side. Is this something you’ve heard of before?
Hi Helena
This doesn’t look quite right! -15, +15, -15 and -15, that’s -30, not -15 in my eyes! Though I was barely getting by in math classes, so…
Best way to approach this is to ask Monzo Support via in-app chat. They have more data available on their magical screens and if it is what it looks like, they will be able to take care of this very quickly.
What likely happened is the card machine authorised the amount but froze before doing anything else. In these cases, the authorisation should automatically reverse after around a week when Abellio Greater Anglia doesn’t collect that money. We can speed this process up but it normally requires us to have some kind of proof of decline.
Feel free to get in touch with us directly about this or any other issues using the in-app chat under the help tab.
Sadly I have no proof of decline as it was just an error message on screen! Sounds like a logical explanation of what happened though! I’ll wait about a week and be in touch if it’s still looking the same.
Don’t want to get anyone in Monzo into trouble for not following protocol but I had a similar transaction reversed no questions asked, no proof of decline presented.
Exact same thing happened to me ordering a Domino’s on my phone app. App froze just as the monzo notification came through. I had to go to local shop where they said there was no order placed for me. I ordered again there and paid again with Monzo. It appears that in both our cases the process failed/froze after authorisation but before actual completion of transaction.
I requested the reversal of transaction, not because 18.98 would break the bank but just so that I would know if and when I could complain to Domino’s when/if I received other notification later on presentment.
In cases like this it’s essential that we have the authority to reverse a transaction before presentment, monzo are not out of pocket for this period of time and it may make a massive difference to some if transaction is of a considerable amount. Once monzo get hit with presentment I understand money may need to be taken and this turns into a different processes of disputing the transaction.
