Reporting an issue with a charge on your account
If you have an issue with a charge on your account, please get in touch with us to let us know.
At the bottom of the page (if you are viewing this article within the Monzo app) you will see a button to contact us.
Please provide as much detail as possible so we can investigate things as quickly as we can 🔍
Examples of why you may want to get in touch include:
Unrecognized charges in your account
Online orders you placed that turned out to be a scam
An item you bought, but it didn't end up matching it's description
ATM transactions where the ATM didn't correctly dispense the money
etc.
ℹ️ When you open the chat with us, please provide as much information as you possibly can as it will help speed things up.
At a minimum - please let us know the merchant, date, and amount of the charge you are reporting an issue with. Without that detail, we won't be able to proceed.
These details will depend on your exact claim - but can include:
A location where you may have lost your card
If you've previously let anyone else use your card
Screenshots of receipts, order confirmations, or communications with the merchant
