So I checked into a hotel Saturday night and they took a pre auth of £975 for the room rate plus incidentals.
I checked out yesterday and paid for the room on my Amex card. The pre auth is still showing on my Monzo account and I didn’t think too much of it as in app it clearly states that if I supply Monzo my paid invoice showing payment from another card they will reverse it.
Have done all of the above with a PDF invoice from the hotel showing payment against the account using a different card.
Turns out the customer service person (Not their fault) cannot reverse any pre auth above £500 and above this needs a specialist involved. They want me to get an email from the hotel confirming they wont be taking payment despite them having an invoice showing I have made payment.
Apparently there is an advocacy team that will contact me within a few business days. By which time the payment will have been reversed anyway making the whole episode pointless.
My gripe is why offer a service of reversal if you cannot adhere to it or indeed have limitations on that service.
Maybe worth revising the app to new wording or removing this option if it cannot actually be offered.