Issue:
I paid a bill using my monzo app, they didnt get the money from you and i got charged interest because of it
Details to reproduce:
I tried to call this morning and i got hung up on
OS:
Device:
App Version:
Screenshots:
Hey Elarna-Louise 
Really sorry to hear about this. Unfortunately we can’t look at your account through this Community to see what’s going on.
Have you been able to chat with us through the Monzo app?
If not, reach out to us there and we’ll get to the bottom of what happened with this bill and also your phone call earlier. You can also raise a complaint with that team, or by emailing complaints@monzo.com.
You didn’t pay the bill.
4 Likes
It was Very that i paid but they said despite me having a recit of sending the money and them sending it back that it was my fault and we still need to pya interest.
Bear in mind i payed it 3 days early
So the money was sent, but you didn’t add a reference and it bounced back?
No i paid through the website.
Called to confrim that they got the money
The said they didnt get the money
And gave us interst while sending the money back as i didnt pay but they could give me the money back.
And then monzo hung up on me and i was tired
Yup, i paid very via thier website, they said they never got the money from monzo even though they sent it back to my bank account; so we are no liable for the orginal bill and intrest.
So i want to hear what monzo will say
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Did the money leave your account? Did you authorise the payment?
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Yes, this is why its so sti3
No monzo accepted it
Then Monzo did what you asked.
“Pay Very” and the money left your account.
Your fight is with Very.
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I have been,from the beging of September but they said they didnt get it so im hoping monzo will give me more evidence to at least tell very to bite it
See it jas been a formal complaint but they stated that it was our fault.
And when we asked very for evidence of this to give to monzo they have refused everytime.
So i want monzo corperate to put an email that sates that they did do the payment and that it is verys fault to support our argument
Sounds like debit card payment on Very website.
Payment auth from Monzo.
Very haven’t received it.
Funds will reverse day 7/30.
Common issue with Very over the years.
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I agree.
It’s happened a lot with very in the past where I’ve made payment and it says I’ve paid then day after it switches to I haven’t paid and had to wait 30 days for the automatic refund as it stays pending.
Although very generally ring me the next day letting me know
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Can you not send Very a screenshot in the app of the initial payment?
Was the payment debited from your Monzo account and then refunded? If so, then what’s happened is that Monzo authorised the payment and debited the amount from your account and ringfenced it for Very to take (technically - to present on).
If they didn’t do that within the standard timescale then the authorisation will have expired and the funds returned to your account (which will look like a refund).
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I sent the screenshot as evidence but was told that wasnt enough, so here we are
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If you get in touch via chat they can generate something called an “account ownership letter” and add the info about the transaction including things like the auth code which might be satisfactory for Very.
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In all honesty I heard scare stories about Very a few years ago and their monthly’s which out me off them.
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If Very keep on turning down your complaint, you may be able to take it to the Financial Ombudsman Service (assuming this is about a payment to a credit account, which Very offer through a sister company, Shop Direct Finance Company).
It may not have any different outcome - but they should at least be able to get to the bottom of what’s going on, and either get you your £200 back, or give a clear explanation of why Very have charged it.
There’s details on how to do that here: