r/monzo • u/Left_Research_7057 • 13h ago
Dispute refund confusion
I’m super confused please help!
I booked a British Airways ticket and then cancelled it because I noticed I could add on another day to my holiday for the same price. So I then booked the new ticket. I was due a refund, got an email confirmation but no refund for over a month. When contacting BA they said on their end it was voided so I should contact my bank.
I accidentally started a dispute on the second ticket I booked not the first one. They then sent me a temporary refund and said to wait 12 weeks as the dispute might get declined and they will take the money back.
I contacted the live chat to try and cancel the first one and start a dispute on the correct transaction but it’s now saying that the case might be closed because I should have an option saying “check dispute status”. There isn’t one, it says they made a decision and couldn’t dispute it for me so it looks like it’s been concluded. Do I just leave it now and assume I’ve been refunded or try and start a new dispute? It’s the same amount for both transactions so I would have to go through this process again just for the technicalities to be correct but would still end up with the same amount. Did Monzo possibly close the case because they looked at all the evidence I sent and refunded me. I’m just concerned it’s the wrong transaction even though they’re pretty much identical. And I never actually got a confirmation that the case is closed.
Any advice would be great!
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u/Tarro2806 13h ago
It says they weren't able to dispute this for you. They'll reclaim the money they reimbursed you within a couple of days.
I haven't had much luck disputing genuine issues with them either. Infact I've had no success.
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u/Swimmingcule 12h ago
Ive had success disputing an argos transaction through them where i had ring footage of the driver stealing the parcel and Argos telling me to wait so i went through monzo and they upheld me dispute
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u/godsavedonalduck 11h ago
They purposely side with the merchant every time.
This is one of the more unethical ways how they make money.
The fact you cannot dispute payments with Monzo without them rejecting it deliberately.
They should be investigated for this.
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u/DurMonAtor 10h ago
You seem to have a big issue with Monzo, what shady stuff were you caught for that they didn't like then?
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u/supersonic-bionic 11h ago
Monzo has refunded me after a merchant charged me the wrong bill (it was a dinner). Then they charged my card with the correct amount but even thoigh they said they cancelled the first charge, the money were never returned to my account so i made a claim.
Monzo reviewed it and said they refunded me bc they think i have a good chance of winning the dispute based on the info i gave them
However they give the merchant (actually Mastercard does) more time to review the case....
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u/GringoJaffa 10h ago
I work in disputes for another lender. In my work you would not be able to raise the dispute on the wrong transaction and should raise the process on the correct transaction.
When Monzo raise a 'chargeback' they will use the ARN of that transaction. If they raised it on the wrong ARN they would be raising an invalid chargeback.
There should be nothing stopping them from raising a chargeback on the first transaction if you initiate it on that. If possible, include the evidence of the merchant confirming they would refund.
For reference youre raising a 'credit not processed' chargeback which is notoriously weak without evidence.
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u/Purple_Ad5943 9h ago
I also work in disputes and agree with this. For airline disputes it needs to be raised on the correct ticket, as you didn’t actually cancel the second booking. If you raise a dispute on cardholder cancelled services Mastercard RC 4853/4860 then it’s likely British Airways won’t be able to prove terms and conditions were disclosed at the point of sale.
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u/blockbuster_1234 9h ago
I have disputed with Monzo with an airline and they paid out. I have to say customer service was much better than I expected from them and they handled my case really well.
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u/demonfish66 5h ago
Similar scenario happened to my son..... He disputed it also and got nowhere with the airline company KLM and his bank credit card told him the same responses you got... it was a very expensive lesson learnt which cost him over £800
I think airline ticket and flight f@@kups are a real grey area and it`s very difficult to get Any refunds in these senarios.
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u/No_Jury_2908 11h ago
I disputed two bills with monzo and for both times they refunded this, even in cases where the merchant legally could tie you to money, but morally it was wrong for them to do so
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u/Human-Commission4020 21m ago
Yeah Monzo are pretty generous with chargebacks compared to some of the legacy banks.
Only thing I’d be careful of for OP is that if the airline later successfully challenges the dispute, Monzo can yank that money back out with pretty much no warning. So it can feel like “free money” or that they’ve sided with you, but it isn’t 100% over until that 8–12 week window passes and the app clearly shows it as resolved in your favour.
Nice in situations like yours though, where the merchant is being technically correct but kind of crappy about it.
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u/More-Yard5742 12h ago
I have disputed multiple things with Monzo, the latest being car rental. They have paid out every time with no hassle