I went on holiday to Colombia in Dec and paid for a hostel, but the card payment didn’t go through twice so I ended up paying in cash. I’m still being plagued with issues from Monzo and it’s becoming extremely painful having to deal with this bug and customer service!!!
I requested a refund as the payments both went through, meaning I paid 3 times for the hostel. Both transactions were refunded by Monzo and then I was refunded once by the hostel, which meant only one of the Monzo transactions actually needed refunding in the end as I got my money back from the Hostel. However Monzon continues to take both payments, after raising with customer service this was eventually resolved, and compensation was awarded as it was proven Monzo incorrectly took the additional payment (over £100) out of my bank account. This was in Feb 2026, however I woke up at the weekend and again the payment of ver £100 is taken out of my bank account for no reason, and here again I am having to battle to get it back where there is clearly an error with the system. A poorly built functionality with extremely bad customer service is making this banking experience one of the worst I have had and will be moving banks when this is resolved. I used to love Monzo, what happened to it!! its so bad now, worst that the old banks and thats saying something
Best thing is to raise it with Monzo again, let them see if they can resolve it (I suspect they will if it was previously cleared) and if not get a final response and raise it with the FCA. Sounds like something isn’t right on their end that their system believes they should be taking the funds again after it was manually cleared, hopefully you get your money back and it gets sorted
Banks don’t just take money on their own, a merchant has to request the payment after you’ve authorised it.
In the case of the hostel, they’ve requested 2 payments, so Monzo has processed both. That suggests the issue is likely on the merchant’s side rather than the banks.
That said, you shouldn’t have to jump through hoops to get it sorted, and Monzo should handle the customer service side better. But the businesses you’re dealing with need to be accountable, as they’re the ones who’ve triggered the duplicate charges
Whatever the issue is between the merchant and Monzo, it should have been resolved the first time and not continue to happen months later, then im having to go through a very painful process to get the money back when it shouldnt happen in the first place. Monzo was a great bank but now questionable! I got my money back after having to argue with an AI chatbot… fml