Recently had to make a payment to Italy for a ZTL fine - went through all the stages, pressed proceed to then receive a message to say the transaction had “timed out” and to try again. Duly tried again, this time successful.
Checked my account as the payment was in Euros and I wanted to clarify the GBP amount, only to find it had in fact gone through twice.
Immediately contacted Monzo who told me that I had to wait to see if they actually took the payment twice, first, as they would not be able to do anything until then. In the meantime they said I should contact the company myself to arrange a refund.
I have been emailing the company (the Polizia in Venice) who have confirmed only one payment has been received, and to send confirmation of the second payment. Duly sent screen shots of the payment being taken twice, together with screen shots of the timings of the payment (10:22 and 10:24am).
Not had any response since that email so contacted Monzo again. After checking they said they can’t do anything as the company has actually taken the money and i should contact them to arrange a refund. This is despite me sending Monzo the complete email chain with the Polizia and stating that my emails are being ignored. I have tried to ring them on 6 occasions (Italy that is) and not got anywhere.
Went back to Monzo who said they are now not able to do anything until I have had a reply from the Polizia.
Absolutely shocking customer service, this payment going out twice has caused me significant financial hardship - i have no one i can ask for help, and couldn’t even take my daughter and her friends (as promised) out on Saturday afternoon to celebrate her 6th birthday as I had no money to do so!
But there we are, Monzo are sorry that they can’t or won’t do anything to help, but they sincerely hope that I manage to sort this out myself!