What we're doing around card payment disputes at Monzo

Just on your point I had a scheduled flight with another airline just before the lockdown.
My flight out was during the government advice “only necessary travel outside of the country” but because the flight was not cancelled i was unable to ask for a refund.

My return flight 7 days later was cancelled and I’m due a refund for this one.

Could this be grounds for a chargeback for the flight out?

I am by no means an expert, but I would guess no. Your flight operated, but you chose not to take it - this would be something for your travel insurance I think?

Was guessing that, think i checked and the cost of the flight (which would be claimed back) was about the same as my travel insurance excess so decided against all the bother of claiming.

It could possibly be challenged in a court too, but more expense with no guarantee.

Amazingly, several airlines are still running flights in and out of UK airports, meaning the trip is not cancelled.

Richard Colbey, a barrister at Lamb Chambers, says the fact that it is currently illegal to go on holiday to, say Lisbon, means that the contract between the passenger and the airline can be deemed to be “frustrated”. In such cases a refund is due, although the customer may have to resort to the courts to get the money.
The easier option for many will be to claim on travel insurance. Because the government advised against all but essential travel, policies should pay cancellation claims provided you bought it before the pandemic was declared on 11 March.

Source - https://www.theguardian.com/money/2020/may/02/coronavirus-travel-advice-refund-change-summer-holiday-rights

I feel seen. Was meant to be going to Lisbon for the first time on holiday this Saturday…

easyJet did finally cancel the flight, but they really bury the refund option and have not been quick to action it

That is a weird quote - I didn’t write it, and it looks like nobody else did either?!

It’s a quotation of the quotation you quoted.

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Didn’t really intend it to show as a quote from @lpoolrob, but I selected the text and then clicked Quote

So, yeah, as @redshift said

No pastel de nata for me…

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Just noticed this in app now :eyes:

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I’m not sure if this is something that has been recommended or in the works already but it would be nice if you add a chargeback section to the app that will detail the current chargebacks that are in progress and how much time has elapsed

Do people do chargebacks that often that it needs a section? I’ve never had to do one

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I had (and won) two from a company which didn’t deliver the service it promised and then refused to refund me. I didn’t keep bugging Monzo every week asking for an update, but I bet a ton of people do. If the work to add a little panel with a ‘do not contact support before [date]’ saves more work than it costs then it could be worthwhile (of course some people would still ignore it, but would add friction).

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A post was split to a new topic: Unauthorised transaction challenge

I have a slight issue with the new process. I have a pending transaction on my account which should in theory drop off after 8 days (its not car rental or a hotel) . When I click something wrong, it says a dispute can only be filed after 14 days of having contacted the merchant. I feel like this advice relates more to payments that are already settled. You used to be able to ask Monzo to return the payment via chat, but this now seems to have stopped. I think this set you apart from the service other banks have provided with debit card issues.

I also feel like you should be able to dispute transactions right away, in my case it was a pub so I contacted the merchant right away in the flesh and they could do nothing as it wasn’t on the till, and they informed me head office aren’t offering customer support.

Really, I already know the merchant can’t help me. And I just need my bank to contact the acquiring bank and to track and sort things in a back office style manner.

Is there not another dispute mechanism that could be put into place for short term/pending transaction issues. After the 8 days elapse, will in app chat be able to help any further? @Rika

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I don’t think the bank is able to dispute a pending transaction. They have to wait until it’s settled - and that’s why you won’t be able to get the ball rolling yet.

If the transaction is pending, the money is still techincally in your account, just ring fenced. If you click “Something wrong?” one of the options should be to lift the hold.

The company still could collect the money however and if that does happen, then that’s when you would need to wait 14 days.

If you do not have the option and the payment is still marked as pending, contact Monzo via in app chat and they can manually remove the hold.

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The person I spoke to in support on day one said the process had changed and they weren’t doing reversals (the auto option wasn’t there) . But perhaps I should ask again. Another payment made that evening where I did receive the goods has gone through so fairly safe to say they won’t go in for it

Unfortunately as I thought it was a merchant app issue I also tried off another fintech as well so have two pending payments, but haven’t even had response from them!

Tell a lie, the option to reverse it has now appeared. Maybe it kicks in after a minimum of x working days?

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It sounds like the person in chat misunderstood the request as it wouldn’t (or shouldn’t) be considered a reversal, anyway, glad the option has now appeared.

I’m not sure why it took a while to show up.

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Hi Rika,

I would really like to see an area on the app which shows my Active/Resolved disputes, please.
I have only submitted my first dispute last week and it’s frustrating when I cannot see what has been submitted, when and what progress has been made on it. I would assume the customer service team use some sort of application/DB, which provides each dispute with an ID to which notes are made. This could then provide your customers, like me, peace of mind that my dispute exists and has not disappeared into the ether.

Thanks,
Stella

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