Monzo refusing to open a dispute with Mastercard

UK Help
1

Hi everyone :waving_hand:

I’ve been trying to resolve a dispute with Mercury LLC for several weeks now, but it still hasn’t been sent to Mastercard even though I’ve provided all the requested documents (including English translations and full evidence).

Each time I’m asked for the same files again, and I’m not getting any clear update from the dispute team. I’ve even spoken to customer service on the phone — they confirmed everything was complete but couldn’t explain why it wasn’t escalated.

Has anyone else gone through something similar or found a way to get their case properly reviewed?

Thanks,
Angela

2

What type of transaction was it? Financial transactions cannot be disputed for example (gambling, money transfer, wallet top ups etc).

3

It was a transaction for an online course I paid