Refund delays

My gas and electricity provider issued a refund for a payment I made which they then charged me for again a week later accidentally. I noticed I still hadn’t received the refund in my account. They said it would take up to 10 days and it has now been 21 days 12 working days to be precise and still no sign of it! I got in touch with them again and they said everything is fine their end but there might be an issue on my receiving bank end… how do I get this looked into?

Contact Monzo

Ask for proof of payment etc

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They’re lying. If Monzo had it, you’d have it.


This :point_up:

I can’t remember what it’s called but it will contain a unique reference number that will allow it to be looked up.

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Noticed Next started to include the ARNs in their refund emails.

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Was this a direct debit?

If so, you need to contact Monzo. They’re responsible for issuing your refund.

In the rare event that an error is made in the payment of your Direct Debit*, either by the organisation or your bank or building society, you are entitled to a full and immediate refund from your bank or building society of the amount paid.

Simply contact your bank or building society. They are responsible for refunding the money - even if the original error was made by the organisation collecting the payment.

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