I’m looking for some clarification as I am getting none from Monzo or British Airways. On 10/07 I paid £228 to book my seats on my upcoming BA flight. This shows on my account as £228 debited on 10/07. On 12/07 a further 5 payments of £35, £35, £35, £41 and £41 were also taken by BA and debited from my account on this date. After a long day of back and forth with BA and Monzo I was told by a BA agent that they did not debit my account with a lump sum payment of £228 as they only perform a payment hold at first and subsequently debit the payments a couple days after which was what happened on the 12/07, and the mispayment will drop back into my account after 7 days when finalised by Monzo. However Monzo have stated that both the payments made on 10/07 and 12/07 have all been finalised already. I provided BA with the transaction reports that were given to me by monzo and the transaction ID on the £228 payment matches a £41 payment that BA are saying was taken on 12/07 but is not showing on my Monzo Statement. (I booked 6 seats, 5 seat transactions are showing on 12/07). BA again reiterated that the payment on 10/07 was just a hold, they do not take lump payments and it will drop back in, Monzo again reiterated all the money was taken on both days as showing on my statement.
In anyones experience with payment holds , due to monzos lack of pending payments facility. How does this money drop back in if Monzo are saying it is already finalised? BA are adamant that the only transaction reports they have for me are for the flight bookings in November and 6 seat bookings taken on 12/07.
I’ve been told by Monzo to dispute the £228 payment.
Firstly, was this on Flex? As that would, or should place a ‘hold’ while BA go for the funds. In that instance, what I believe should happen is that Monzo should recognise it’s a hold, and then take the payments on a schedule, with the original hold dropping off, which can take up to 30 days.
I don’t understand two things:
Why Monzo told you to dispute the £228 payment
Why the amount taken by B.A only equals £18, is there another payment somewhere.
I don’t really understand what you mean by this - it’s the same as every other bank out there? In that it handles Holds, like any other bank would. Just that they would show you the pending whereas monzo ‘do this in the background’
Monzo support are outsourced and first line support usually don’t know anything that’s not written in a canned response. I wouldn’t trust them on their word. What does it say on the lump-sum transaction, does it show as settled or pending?
Holds usually drop off within 7 days, but they can take up to 30 days. People always say it’s up to the merchant to release within 7 days, but this issue always crops up with Monzo.
BA looks to have adjusted the original transaction to £41, and then presented amounts of the individual item costs again.
You’ll see the balance correct itself either in 7, or most like 30 days from the first transaction.
If not resolved after that, ask monzo to investigate.
This doesn’t happen too often, but by design Monzo decided to show people what happens in these events instead of keeping it behind the scenes where it should be.
No apologies needed - I was more referring to the lack of paragraphs
Others have essentially answered the question, which is Monzo don’t do holds the way other banks do, meaning you see the real life picture, not ‘in the background’ stuff, which can complicate and confuse.
Doesn’t help Monzos CS is particularly poor of course!
Yeah the principle of what should have happened, I completely understand I have it with other banks and other transactions. From what BA have said there should be 6 transactions dated on 12/07 but Monzo is only showing 5.
The one that is missing is £41 and the transaction ID for this is what is displaying on the £228 payment taken on the 10th.
My issue is that Monzo keep telling me that £228 has been debited as well as the further 5 transactions so now my account is short £187.
BA have been next to useless in the matter as well but Monzo keep saying there’s no pending payments everything is finalised you need to dispute it and BA are saying they have only taken 6 transactions and the large lump sum was just a hold and never cleared to them
My last card transaction with Monzo was on 1 April, but I think if you tap on the transaction and scroll to the bottom it should say pending – or at least it used to.
Nothing says pending but you’ve given me more information and clarity than anybody else in the last few days so thank you. Hopefully the payment drops back in within a few more days then, 30 days would not be ideal in the slightest
