So I’ve just had my normal every-few-months duplicate Tesco charge today. Bought something last night, and around midday today, instead of completing the pending transaction, the original transaction was left pending, and they settled on a brand new transaction.
As @Mogolent has experienced, Monzo support for this error seems to have changed recently, for the worse I think.
As normal, I couldn’t complete the automatic pending reversal flow you get the option of in app, due to the error message I have added screenshots for below.
I contacted Monzo support via in app chat. They confirmed they are aware of this issue with Tesco and that it is being looked into, but that there are no updates yet (same thing I have been told for between 18-24 months now).
They seem to be aware of what goes wrong with the transaction to cause the duplicate, and know that the original pending one will never settle, but unlike previous times, I was advised the new process is either to wait for the 7 days for the pending charge to automatically reverse, use the pending reversal flow on the transaction (which doesn’t work), or start a chargeback process.
Of those 3 options, only 1 is actually possible (wait 7 days) seeing as the pending reversal flow on transactions throws up an error message, and the chargeback flow can only be done on the completed transaction, not the pending one, meaning if it worked, I would end up not having paid Tesco anything at all. A chargeback does not seem like its intended for this kind of issue, and when you start the flow, it says you have to contact the merchant and allow them 14 days to resolve first - so I may as well wait the 7 days then.
I was initially told the error message I see when trying to do the pending reversal flow on the original transaction was a bug, and to delete and reinstall the app. I have deleted and reinstalled the app numerous times over the past 12 months, but I entertained it, and reinstalled it again, and obviously it still did not work. I was then told by another advisor that the error message I am seeing is not a bug, but still haven’t been told why I cannot use it.
I contacted Tesco a while back to try and explain what is happening with some of them transactions, but they didn’t understand what I was trying to tell them.
I know this issue seems to be Tesco’s fault, but I feel like Monzo should be working with them to try and resolve it. I am pretty sure this didn’t happen with my previous bank - not on pending transactions that were visible to me anyway. I never had visible pending transactions for an entire week.
It might not seem like a big deal when we know that after 7 days it should automatically reverse, but over this next 7 days I will continue to have this “what if” anxiety that it doesn’t clear as expected.
It just seems like as it is a known issue to Monzo with Tesco, there could be a better support flow for dealing with them