Old Monzo: open chat, ask for a chargeback, a few days later someone asks for evidence, a few more days, Monzo closes the case saying a lack of evidence. Repeat the cycle explaining that there is evidence. Two weeks later Monzo may open a chargeback but probably won’t tell you. 3 months later, the money arrives in your account.
New Monzo: dispute flow asks for evidence, says there will be an update within 7 days. One hour later, a push notification, the refund is in my account, and the deadline for merchant to challenge is displayed.
Absolutely stunning. I was going to say this brings it into line with other banks, but honestly, this is much better.
So that’s two of the big Monzo painpoints fixed: large transfers and chargebacks.