I used monzo flex to pay for my wife’s order on Marks & Spencer, however the order was cancelled - M&S refunded the amount and charged my card again for the same amount.
Its been more than 3 weeks explaining marks & spencer about this error without much avail, neither is monzo chat being helpful. Has anyone been in this/similar situation before? I am not getting an option to chargeback the transaction but only chat with monzo(?) After clicking on something wrong? Need help.
Refunds go back into Flex as a repayment, not into your current account.
At least that’s what happened with my refund (funny enough from M&S too).
From what I can understand the OP has been charged £600 on Flex, had the refund returned to Flex, then been charged again £600 on Flex but shouldn’t have been. He is now paying off said £600 when M&S have cancelled the order, which he would normally have queried via the transaction itself but the only option is to use the chat function in Monzo, but they do not appear to be helpful.
My first thought is this is more of an M&S issue - they appear to have charged you when you shouldn’t have been. What are they saying has happened?
I took it as M&S were paid online, they present it back to a cost centre which results in split second refund and charge again to the local cost centre.
This is if customer is going to receive the goods.
If not due to receive goods and customer knows this. It could be same scenario as above but the refund still weirdly happened to current account (as shown in the image)
Said funds in current account need to be used to clear flex if goods are not coming to remove any balance owed.
Flex is/can be complex to understand. It’s easier looking at the internal system imo. While not much clearer, you can work it out.
If a refund hadn’t been credit to the current account it’d be even more confusing, as customer would be paying for something didn’t receive. But instead been given funds to current account which weren’t entitled to.
Go to the help section, search for “Contact” and select “Contact us”
And then start with “I would like to make a complaint…”
But unless I’ve misunderstood, this is a M&S issue. They need to fix what and why they are charging you. Monzo never charge you, it’s done by someone else. They might not have been clear/helpful, but this isn’t their mess.