Hey! From the Monzo app, tap the transaction you want to dispute, scroll down all the way, and tap Something wrong? Get help. Youāll get a help screen to read, tap one of the options, and youāll either go into a series of questions, or be directed to Customer Service.
Hope that helps!
We would far prefer if people started from the transaction screen.
In an increasing number of cases, you can resolve issues within the app without speaking to customer support. Even if you do get put through to in-app chat from there, it will be tagged with the transaction already there so we donāt have to ask you to identify it.
maybe out of your knowledge @Rika
, but who gets to decide on how long the merchant has to repay you for non delivery of service .and Im talking Easyjet here , I have requested a refund for a cancelled flight and they have not refunded the fee for around 30 days now , do I show patience and understanding and hope they pay out at some time when they decide its convenient for them or do I initiate a chargeback which could take 3 (? ) months
Are you sure? I reported a transaction through that method a few months ago, and after two different agents escalated it to someone else, the advisor had no idea what my query was regarding, and I had to find the time, date, and amount for the transaction in question, only to be transferred a third time to someone who could actually help.
This issue was eventually resolved, but it took much more hassle and time than it needed to.
There is no one limit in reality, but there are rules such as āMerchant must be given X days to refund before you have Chargeback rightsā.
30 days is longer than I consider reasonable, so you can consider raising this.
Weāre continually rolling out changes here. Some of these changes will reduce or entirely remove that bouncing between frontline and specialist teams. By going through the transaction screen and the self-serve help (which may be able to solve your problem!), we can route your chat directly to the right people and give them the right information, rather than you having to always speak to front line customer service first.
Hopefully itāll improve with time then, because right now it seems to suffer from the same issue thar happens with Amazon, where the agent it connects you with either doesnāt read the information the system asks you for before connecting, or that info just isnāt currently being passed on yet. It results in often having to explain the same thing twice, which is a tad annoying.
Seeing as @Rikaās about, I have a fairly complicated chargeback Iāve got raised with HSBC USA I wouldnāt mind throwing out there for some ideas.
I had a bunch of cancelled flights which for the most part were cancelled entirely back in February. HSBC refunded instantly when I told them that I was getting nowhere with the airlines or agents and I couldnāt even get through anymore.
The complicated one is that I had used the outbound portion of the flight, the return portion was cancelled. How do they chargeback a partial amount? It was a return ticket so there wasnāt even separate flight costs involved it was just the total fare. I havenāt had anything back from HSBC on it yet and theyāre still working on it. The agent already confirmed I would be refunded, the airline themselves say that theyāve not had a refund request but that it must come directly from the agent and the agent (GoToGate) isnāt picking up the phone or responding to emails. I understand that theyāre busy but mine were cancelled before it started kicking off worldwide and they definitely werenāt run off of their feet back then. Iām assuming they wonāt just chargeback the total charge to my card as it would be unfair, I did use one part of the ticket.
Iām going to answer this one very generally because I cannot give specific financial advice, particularly involving other banks.
Partial chargebacks exist, it is possible for your bank to send a chargeback that is only for a portion of the full amount along with evidence and details of what is actually being disputed. This is common for cases such as yours or where a merchant only delivered on part of an order.
Make sure that you explain the situation when you dispute the payment!
I raised a Chargeback with Monzo recently, what would be nice is to receive an email confirmation that you have submitted one and the details such as amount etc.
Section 75 is for credit only, and only for purchases over Ā£100. Essentially your credit issuer is jointly liable for your purchase along with the seller, meaning you can claim a refund from them if youāre having an issue with the seller.
Section 75 protections are by far superior to chargebacks. Itās also worth noting that you can also ask for a chargeback from a credit issuer for purchases under Ā£100 too.
I have also raised a chargeback through Monzo for a cancelled airline ticket due to Covid-19 flying restrictions.
I had booked a flight in February for March. 1 week before the travel date Norwegian airlines had cancelled my flight and said they were āProcessing my refundā this status remained for over a month so I approached Monzo and they raised a chargeback for me.
I approached Monzo because I had received news that Norwegian was in financial trouble.
I was informed by Monzo that it would take 8 weeks to process but would take no longer than 3 months (Usually). Does this mean I will see a refund in 8 Weeks if Norwegian do not challenge the dispute? (Which in my opinion they have no right to)
To date Iāve received no refund from Norwegian so Iām depending on Monzo to claim the ticket price back for me.
Iām in a similar situation. May flight was cancelled back in April and unfortunately, booked through budgetair instead of the airline, which has always been fine before. The refund was supposedly initiated but itās now 2 months later ā¦ so I raised a chargeback with Monzo.
Monzoās dispute process is different from the few other times Iāve had to go through it. Iām rooting for the challenger banks here, but this is a time that I actually wished I purchased it through my high street bank. Itās extremely difficult to get an updates, with a different (lovely) agent helping each time, and when you call, you get disconnected after 5 mins and told to try again later. Thereās really no point when a queue will be less than 5 mins in the current environment.
Iām hoping to hear some success stories from others that Monzo successfully claimed back travel costs during this lockdown?
Thereās a few steps to raising a chargeback now - the quick summary is, after youāve raised the chargeback
We now notify the merchant immediately and they get a few days to refund you and send us details of the refund. If they do this, youāll get the money back promptly, but not many merchants are signed up to this yet
If that doesnāt happen, it can then sometimes take a little time for a disputes COp to get the formal documention in order
We submit the chargeback
The merchant has 45 days to dispute the chargeback. If they donāt, you win and weāll release the funds to you in a couple of days (this area is on the āto automateā list)
If they dispute it, we have 45 days to request arbitration. It can take a little while as this requires more documentation; depending upon why theyāre disputing we may also need to gather more info from you. We donāt always have to - sometimes the basis for the dispute is just factually and blatantly wrong and re-raising it is a no-brainer.
They then have a period of time to either concede it or allow it to arbitrate
If it goes to arbitration, it will take longer while Mastercard deal with it
So 3 months is a pretty reasonable upper estimate (especially because itās unlikely for a flight refund to escalate the full way). Note also that Mastercard are replacing arbitration soon - Iām not familiar with the specifics of its replacement, though the operating principles arenāt dramatically different.
Thereās some work to be done around making chargebacks more āvisibleā and giving better status updates in the app, but believe me when I say the majority of the time a chargeback is stuck in the āwaiting for the merchant to maybe dispute it stateā. Thereās also no āconcede earlyā option, which is a bit unfortunate - it would be nice if there was (and even better if there was some kind of incentive to be speedy about responding to chargebacks)
This would be nice. Iāve only done one charge back with Monzo and it was sorted quickly (for a very small amount in the grand scheme of things. A bus company accidentally charged me for a childās ticket, then charged me for the correct ticket and the refund didnāt come through).
My grandfather is after closing his Monzo account now because Monzo havenāt done anything with a chargeback after 10 weeks. Is there some kind of delay? Itās too long already.
Anarchist
(Press āHelpā search āContact usā or email help@monzo.com or call 0800 802 1281)
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Itāll depend on the individual circumstances of the dispute. But Iād advise him to keep the pressure on Monzo, raise a complaint, and keep his account open until it is resolved.
I thought that there was a counter-dispute before it goes to arbitration:
-Monzo disputes
-Merchant rejects the dispute
-Monzo submits a second dispute
-Merchant rejects again
-Monzo submits to Mastercard arbitration
I only ask this as Iām on step three (my bank has submitted a second dispute) with Halifax right now. ie itās not in arbitration
