Monzo refusing to help with chargeback

[Deleted User]

Have a separate account elsewhere with emergency funds then.

It’s advice given (and ignored) on here so many times.

System

!!! wrote: »

Have a separate account elsewhere with emergency funds then.

It’s advice given (and ignored) on here so many times.

Definitely, especially with app banks as their customer service can be busy/unavailable at times.

With any serious outage, it would have zero availability and no other channels to use.

born_again

Santanduh wrote: »

T

Born again empathy would be resolving the issues rather than than sending people begging. The people just want their own money. They'd no need for charity if it wasn't for Monzos actions.

Banks have a legal responsibility to check accounts that they feel might not be operating in a legal manner. Or they end up like HSBC....
Empathy is about offering support and help.
Staff can not simply unblock a account. So have to give the best advice they can.

Santanduh

Thanks for the replies. Official complaint is in. Will contact ombudsman tomorrow to see if I can get the ball rolling waiting for Monzos response. Not really holding my breath with monzo

boo_star

Santanduh wrote: »

Thanks for the replies. Official complaint is in. Will contact ombudsman tomorrow to see if I can get the ball rolling waiting for Monzos response. Not really holding my breath with monzo

You can't.

Wait until 8 weeks is up or they send you a deadlock letter before then.

[Deleted User]

You need to wait for Monzo’s full and final response or letter of deadlock before contacting the FOS.

Do you actually bother reading any of the advice given on here?

ozaz

Santanduh wrote: »

I ordered something online in August supposedly from China and nothing has came. The websites closed down and they don't reply to my emails. So seems like it was a scam website from the start.

According to Which, it does not seem a given that the bank is necessarily obliged to refund you if you have fallen victim to a scam involving debit card payment that you have authorised. See item 2 below. Although I suppose they are probably obliged to investigate at least if that is what the Mastercard rules dictate.
https://www.which.co.uk/consumer-rights/advice/how-to-get-your-money-back-after-a-scam

Terry_Towelling

ozaz wrote: »

According to Which, it does not seem a given that the bank is necessarily obliged to refund you if you have fallen victim to a scam involving debit card payment that you have authorised. See item 2 below. Although I suppose they are probably obliged to investigate at least if that is what the Mastercard rules dictate.
https://www.which.co.uk/consumer-rights/advice/how-to-get-your-money-back-after-a-scam

Don't worry too much about what Which? says about Chargebacks. It doesn't matter whether the transaction was down to a scam retailer or not; if goods don't turn up and you've got nowhere with the retailer, your issuer should be raising a Chargeback for you. It is then down to the retailer (through their processing bank) to prove that the goods were delivered to the agreed-upon location.

Santanduh

Update

They've just closed my account because I made a complaint because they refused to help me with a charge back from what I assume now was a scam website.



Since my account got closed they have blocked my phone number. Great customer service hey. And before that I could be waiting 6 hours for a generic response on chat. (can't access chat anymore either)


What kind of bank closes an account rather than assisting customers.



Feel sorry for those people whose money monzo have taken. No idea how they're going to get their money back. I should be greatful my money isn't £1000s like others

boo_star

Santanduh wrote: »

Update

They've just closed my account because I made a complaint because they refused to help me with a charge back from what I assume now was a scam website.



Since my account got closed they have blocked my phone number. Great customer service hey. And before that I could be waiting 6 hours for a generic response on chat. (can't access chat anymore either)


What kind of bank closes an account rather than assisting customers.



Feel sorry for those people whose money monzo have taken. No idea how they're going to get their money back. I should be greatful my money isn't £1000s like others

Your complaint is still in action and they're still beholden to the FOS.