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