I mean you can ask every user on this forum but all you’ll get is opinion pieces which all differ. The staff will only go so far as to explain the processes. The only way to get to the bottom of it is via the compliant procedures.
Trying to crowd source a result here, isn’t going to get very far.
Edit - good luck though with the mission
If it’s irregular behaviour from a certain merchant it’s quite straight forward its how they process funds their side. I’m certain Monzo, or any other bank, don’t decide how and when to process refunds or choose to delay willingly from a merchant, it’s all done through the network ie Visa/MasterCard.
I’m not an engineer, but from the face of it, it’s pointing towards Uber.
Maybe their business model means refunds/holds need to go to another team to approve?
Other comments above confirm this, and my example with Chase also confirms this.
You can ask either front line (not 100% on their processes as I’m a different team) or as part of your complaint, but the complaints team will review everything and ask who they need to, to be sure the correct response is given.
@a.accioly could you head to the transaction, at the bottom tap Something wrong? Get help, and follow the steps to see what advice is given, be sure you have evidence the merchant is going to refund you, and if there’s a note section explain it’s a pending hold. This might speed the process up. I’ve never been through the form so I don’t know the specifics the through it 
I think this was quite the complex situation all in all, though I won’t comment 
but can understand why it would have been misunderstood from so many perspectives.
To also add more fuel to the fire;
When I used Uber I got the refund straight away.
But if I use UberEats I get the refund a day or two later.
Do something makes me think it may be an Uber thing?
Uber Eats refunds are different. It does take 2 days for me as well, and not only on Monzo.
2 days is acceptable. 30 days, not so much.
I’m bothering Uber folks as well, both officially and through a few unofficial channels. Again I can only speculate, but I wouldn’t be insisting that it may be something on Monzo side if there was zero possibility of this being true.
I’ve brought this to customer support and they have escalated the request to the Customer Advocacy Team. I don’t want to fill a form for fraudulent transactions for now as it’s more of a bug / 30 days inconvenience than real fraud. Let’s see how it goes.
It’s not a bug, it’s just the hold auth refund process that’s in place.
Hopefully your funds are returned soon enough 
… It’s a feature.
I know, I know. But… Can we, humn, suggest improvements to the feature?
I wish I understood why it’s 30 days not 7, but feedback is always welcome.
The hold allows companies to claim funds up to a certain date, but using the dispute process as I mentioned above can speed this up as long as you can confirm to us Uber doesn’t want to collect the money.
If you could also amend how you pay with Uber as this potentially has an impact, though not guaranteed. We don’t have Uber taxi here.
Uber Eats don’t reverse the auths, they issue a refund through settlement that’s why
You’ve been lucky, I worked in CS in a different bank, reversing unreversed Uber holds was bread and butter stuff.
I imagine frontline CS can see the card messaging queues - that’s pretty normal. I could, and it was always just no message from Uber unfortunately.
Monzo should be able to manually reverse the auths, that’s a quicker solution than raising an official complaint
Ok, Let’s assume that it’s just Uber skipping a message.
They are still never skipping such messages for certain people /accounts and consistently skipping it for others.
There has to be a reason behind it no?
Unless Uber engineers are getting extra creative and writing code on their side to drop the message for all cards ending in [random digit], I still think that there are specific conditions which trigger Uber to skip the message.
I have an account that, for now, is consistently not receiving the message. If the issue is on Uber side of things we can bring them hard evidence of the issue.
A good start would be to have a look at the logs of the transactions that did get instant refund vs the ones that didn’t. Between the transactions that didn’t get an instant refund. Do they have anything in common?
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I have already contacted customer support and asked them to revert the transactions. But I want to add something more specific to my ask above:
As a Monzo account holder
I want to have a better way to tell Monzo when authorization holds have not been properly refunded in the same day.
Acceptance criteria:
How it looks like now:
Can we at least admit that the only option available right now on Monzo side is not great?
Follow the disputes process, the top option, and it comes with an option to select not received a refund I’m expecting.
As you’re disputing the transaction because it should have been refunded, this is what you would need to follow.
@Carlo1460 , can you show me (with screenshots) exactly how I get to this options from the transaction screen?
The only significant link that I have is “Something wrong? Get help” followed by my last screenshot above.
Is your account in good-standing with Uber? How frequently are you ordering and then cancelling to get these refunds? Could it be related to that?
Yes, everything is fine with Uber. My account is in good standing and all canceled trips have been “charged” at £0 from Uber perspective.
I’m a frequent customer. When Uber can’t find a driver, reverting authorization holds is standard procedure on their side.
I have the same issue with Uber Eats.
Order refunded to £0, Uber saying it’d show in my bank account within 3-10 business days. It’s still (just about) within that time frame, but it’s not reverted in Monzo yet.
I’m on Android and I paid with a virtual card.
It’s not a good experience.
Yours doesn’t seem to have the dispute option 
sorry, I’d have thought it be visible.
Uber seem to be terrible at this.
Mine shows:
Has a dispute already been raised on it?
I’m confused. What Uber has to do with transaction dispute options inside Monzo App? 
Ok, got it, for transactions that aren’t pending there’s an option to raise a dispute directly with Uber.
It’s still not what I’m asking for though. I really could use an option to notify Monzo that a pedning transaction should be refunded without going through customer support chat.
I meant Uber seem terrible at their refund/release process.
