Hi everyone,
I’ve encountered an issue with a recent payment using Monzo, and I’m hoping someone here can help or advise me on what to do next.
I made a payment to an organisation by clicking the “Donate” button on their official website. I was using my PC. However, during the 3d secure payment confirmation screen on my computer, a completely different merchant name was displayed, along with their logo. The in-app payment confirmation dialogue also asked me to confirm the payment to this incorrect merchant.
As the payment was for a small amount, I confirmed the transaction and it went through on my end. I work at the organisation I was trying to pay so it was easy for me to have that transaction confirmed, and it did indeed go through.
What’s strange is that the incorrect merchant is an organisation that works in the same field. We have absolutely no legal/organisational connection with them though.
I’ve reached out to Monzo support about this, but they didn’t seem to understand the issue. They say they will forward it to the relevant team but they never seem to. We chase them for a progress update and then we have to start the conversation all over again. It is quite frustrating.
I’m worried that people will make a donation to our organisation and then be confused and put off when they are asked to confirm a payment to a different organisation.
Has anyone experienced something similar or have any ideas on how to resolve this? Any guidance on the next steps would be greatly appreciated.