Unknown/unidentified payments being taken from my account overnight

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41

So if not this of all things, what would be an acceptable reason to phone them?

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42

Itā€™s not that phoning is unacceptable, but that youā€™ll get quicker and more direct service reporting the issue by using the app to select the transaction(s) and go through the ā€˜Something wrong?ā€™ flow. As has been said by others already in this topic.

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43

I agree it would unfortunately be quicker

44

The toll tunnel between Dublin port and the main motorway is another notable example - Monzo card refused.

45

Donā€™t understand your opening comment 'the old blame Monzo trick".
No trick as far as Iā€™m concerned just 5 payments taken from my account overnight ?
I also got Monzo over 2 years ago I have added family members and recommended friends and I must say that I have used it regularly and actually love the way it operates. I just hope that I get a positive explanation of how this happened. The merchant that I used is part of a huge multi national.

46

Hi Shizzle
Finally had an exchange with 4 Monzo people on live chat and it looks as thought it may have been the merchant not claiming payment on the day of purchase.
In fairness the manager of the merchantā€™s branch was blaming Monzo and it may in fact have been the merchant failing to collect on the day of purchase.
I sincerely hope so as I love using Monzo as it suits my MO in terms of sending instant money to my student sons account when he runs short.
Thanks for your input.
The only disappointing factor is having to have spent so much valuable time seeking an answer.

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47

He means that the merchant have defaulted to blaming Monzo, so that the customer will leave and bother Monzo instead of them. Invariably it turns out that itā€™s actually the merchant at fault, not Monzo. Just like in this example:

:wink:

Glad youā€™ve got it all cleared up now and hope all goes back to running smoothly for you again in future.

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48

Hi Holden
Had a message from Monzo to say they will be in touch within the next 4 working days but then a further message to say that the merchant was responsible The transactions in store were on 21st and 24th of July 2020 but the merchant, for whatever reason collected those payments last night/early this morning.
Finally I understand and will hopefully have normal service restored asap.
One point that I made was, for example if a student such as my own son was to make purchases from a merchant and they were close to unauthorised overdraft, then they could be inadvertently be pushed into that situation by the merchant. Monzo say they have a solution for that scenario.
One bad point under the circumstances they said that they monitor all calls but have no record of the calls that I made. They hope to improve as they ā€œgrow the teamā€.
However the mystery is now solved and I now understand the processing of merchant payments a little better.
Happy to resume normal service asap.
Thanks for your input

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49

Glad it all got sorted out :slight_smile:

50

Thanks everyone for your input. It has taken most of the day to sort this issue which I think could have been done in a couple of relatively short telephone calls.
Best wishes to all
Peter

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51

Did this issue need any action at all?

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52

There was no issue. You paid for goods and the merchant collected the payment, for whatever reason, late. Many messages asked you if this was a likely scenario, but you didnā€™t answer them. Mountain out of a molehill. But Iā€™m glad it is sorted for you :+1:

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53

The only issue appears to have been the need to confirm that the transactions were genuine. There was certainly no issue on Monzoā€™s side of the fence that I can see.

You can make all the points you like at Monzo but they can only process what the merchant provides them. If my student daughter fell foul of late processing like this and went into overdraft unexpectedly, Iā€™d be berating her for not keeping a record of her spending!

All that aside, Iā€™m glad itā€™s sorted out.

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54

itā€™s good that monzo finally sorted it and clarified it, this tends to happen with some merchants so be on the lookout for that in the future

55

Didnā€™t see that being the outcome!

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56

So they where purchases that would have been familiar to you not completely random ones then

57

Sorted. The merchant didnā€™t claim the transaction at the point of sale but did a few days later. Monzo - OK

58

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