No. But I would be complaining about it to the company causing the issue and/or using a different card for that merchant or stop using that merchant.
You’re expecting Monzo to solve a problem that isn’t with them, you don’t seem to get that or just wilfully ignore it and keep banging the same drum.
To be fair Uber and Bolt both do this and particularly in London they can reject a lot of fares until they find one exactly right for them. It’s got nothing to do with you as a customer. I’ve “spent” £80 odd before just trying to get home because fares are pending even when the driver cancels or you don’t get a fare.
To be fair to Monzo, my Amex keeps them pending for ages, it’s only really Chase that has come back instantly for me. I don’t think it’s specific to Monzo.
I was always under the impression it’s the merchant not the bank.
It really is. “Monzo will reverse a hold if the get the correct message through the banking system. If they don’t get the message, they can’t automatically reverse the hold.”
That point was made fairly early on by people including Monzo staff. It should’ve been the end of the argument. Because, any alternative is asking Monzo to act outside of the way the system is supposed to and put themselves at risk.
Again, I doubt many people at all are using Uber twice a day! If it was for business I’d expect the business to provide me a credit card and/or a corporate taxi account, that would be an unreasonable amount to run up on personal expenses imo.
Basically I think ‘£1000 of auth reversals’ is a very extreme case. For most people it’s maybe £15 on occasion
I have explained plenty of times that I have a very good track record with Uber. Not finding a driver is pretty standard in London.
Ok, let’s test your logic.
Are you sure?
Ok, so we are 100% sure that we fully understand the problem although no evidence to confirm the issue was given to me at any time. Also, even if it’s the case, investigating what’s happening and showing some good will to help a merchant fix the issue is completely outside of scope. Is this what you are saying?
NatWest also givers me instant refunds. I’ll try my Amex to collect yet another data point, but to be fair, given how credit cards work, this would be less of an issue on a credit card than a debit card.
Also, if the “flaky” payment processor theory turns out to be correct, Uber may assign me to a different payment processor and everything may end up working for me and not for you (or vice versa). This is the problem with this sort of issue, tracking down what’s actually broken and who should be fixing it is not always trivial.
There’s a lot of people here saying what you are saying. But then again, I’m not typing on a vacuum. There’s plenty of other people facing the same issue / saying that they don’t want this thread to be closed.
Overall, I think that it’s a better solution for people that aren’t affected by the issue and / or are somehow uncomfortable to mute this thread.
If this is really a non-issue for the overall community the thread will eventually die. Muting the thread may actually be the smartest move possible to anyone who feels annoyed by it.
As for people having the issue, the more information the better.
Ok, I agree that I’ve extrapolated to a pretty “extreme” case (at least for regular folk like me). But then again, I had a good ~£100 withheld in two days.
Regardless of the accumulated withheld value being £1, £10, £100, £1000 or £1000000, the way that it currently works isn’t great. Anyone having their money constantly withheld for 30 days will be unhappy about the situation (and ultimately stop using Monzo to pay for anything involving these merchants, regardless of who is actually responsible for the pending auth holds).
Wrong
Wrong
Correct
I’m now a bit confused of what’s being asked of Monzo.
Is the ‘solution’ being suggested now just the auto auth reverse function?
I even wrote a user history with acceptance criteria somewhere in this thread.
The main ask is for Monzo to find a way to have pending auth holds refunded without folks like me having to wait for 30 days, or, as it was eloquently put by one of our colleagues, without me having to write War and Peace to get customer support to manually refund transactions.
The underlying ask is for Monzo to investigate the issue and give me concrete evidence that Uber is to blame. If they can equip me with proper evidence (as in, transaction logs) I can stop being annoying here and double down on being annoying to Uber folks (as paying Uber is my main blocker to fully adopt Monzo). Other users are also complaining about the same problem when paying other merchants, but my own ask is about having a less awful experience when I pay for Uber using Monzo.
It shouldn’t be up to Monzo to prove a negative, it should be up to Uber to prove a positive.
The problem is frontline Uber CS probably can see that level of detail on the system, and will have no interest or incentive in escalating the complaint to a team that can see that detail.
It’s annoying and it’s frustrating, I get that. But this doesn’t change the fact that as long as Monzo still see these as valid authorisations, they’ve not going to automatically reverse them.
Exactly. Have Uber sent the void receipts? Simple question for Uber.
Ok. Let’s assume that I do manage to obtain transaction logs from Uber containing the expected auth reversal messages. Let’s say that their payment processor actually did send the message and that Mastercard has acknowledged it (unlikely, but let’s entertain the possibility).
Would it then be considered in scope for Monzo to further investigate the issue? Or would the same people that are placing the onus solely on Uber come here and further spin the story / tell me that it’s up to Uber to prove that Monzo didn’t actually receive the message?
You see where I’m going here? My sincere impression is that no matter what I do, Monzo CS and a lot of community folks will find ways to spin the story and shift the burden to someone else. Uber will do the same. Things are not so black and white. They never are.
Regardless of who’s dropping the ball, there are ways that Monzo can help, and Monzo has a lot to gain by helping out. Granted, it’s not something that can be imposed by me or anyone else (this in an ask, a very vocal and annoying ask, but still an ask). This is something that Monzo can do if they so wish, as per Dan’s message above.
Like I said, regardless of where the problem is, Monzo is ultimately the company losing business. It would work in everyone’s favor if they did choose to go the extra mile and cooperate.
They did provide me with £0 receipts. Again, these aren’t transaction logs, but officially they are as covered as Monzo.
Not really. If Uber had actually sent the auth reversal and there was proof of that, obviously no one would be saying ‘it’s Ubers fault’.
But you’ve had several Monzo staff and now the complaints team say it was not reversed. They clearly don’t want to send you internal transaction logs - perhaps that’s a security issue, I’m not sure but I very much doubt they are just making up that there’s no auth reversal message on there.
It’s not like the community is shy in any way about blaming Monzo when it looks like they are at fault, it’s just it’s not really what that looks like here
No they haven’t. They have all given same vague linguo about what usually happens. I haven’t been provided with any documents specifically stating that Uber has skipped sending the auth cancel messages for the transactions above. I can’t use posts in a Discourse forum or a PDF from Customer Advocacy team as proof of anything.
Logs would be even more useful, but an official document in which Monzo states that Uber skipped the message would do it.
Monzo has not provided me with anything even remotely close to this.
But they are, or at least some people are. And I’m not the only person saying this if you scroll back through the thread.
You’re again expecting Monzo to prove a negative. They can’t prove to you what Uber haven’t done.
Only Uber can prove they sent the message. Will they supply that proof to a customer? I don’t know. I suspect they’re not required to.
Neither party is required to do anything (AFAIK). Both parties can choose to cooperate.
They have though. 14 days ago.
You keep calling this a theory as if it has no substance, but the part I think you’ve missed is Erin used to work in the mastercard team at Monzo and seemed to be speaking from experience rather than just theory…
Read Dan’s posts again. He said that it’s likely the case, but he would have to further investigate.
I’m calling it a hypothesis because no one has presented me concrete evidence to backup what Erin has said.
For all it’s worth, I actually think that Erin is right.
I’m also a developer, and I did work in payments (although not cards). And I did briefly work for one of the companies that people are praising for actually getting refunds right in this thread (their merit, not mine). I can tell you all about Direct Debit cancellation messages, transaction codes 0C, 18, etc if this grants me any credit (I’m not trying to pull rank here, I’m just saying that I may not be as blissfully ignorant as it seems; not that it matters one way or another).
Nevertheless, bringing what Erin has just said to the world of DD as an analogy: My well educated guess that a DDI 0C is missing is not proof that a 0C instruction has not been sent. I can’t take my well educated guess to, say, some energy supplier and expect then to do anything about it. It’s just a hypothesis until it’s confirmed.
Yes I have.
Current status unknown. If I ever get official confirmation / evidence that I can actually use to get things done (from either Uber or Monzo), I’ll suddenly become way less active around here. While it doesn’t happen, my best option is to keep raising the issue.