Disputing a transaction
You can ask us to raise a dispute if you believe a company has charged you the wrong amount, has not given you what you paid for, or has not given you a refund you are due. This only applies to card payments, not transfers or direct debits. If you believe someone has used your card without your permission, you should report it as fraud instead.
How to raise a dispute:
Tap on the transaction you want to dispute.
Scroll to the bottom and tap Something wrong? Get help.
Find the heading that matches your situation and tap Dispute this transaction.
If a Declined Payment Shows on Your Account:
If a payment declined at the merchant’s end but still shows on your Monzo account, the money should be automatically returned within 7 days. If it has been more than 7 days, we may be able to help.
Before we can challenge a payment, you need:
Proof the merchant has promised a refund.
To have waited 14 days from their promise of a refund.
A full description of what has happened.
The dispute process can take up to 8 weeks to resolve. We will do our best to get your money back based on the evidence you provide. Some complex cases may take up to 12 weeks to resolve, as this process is set by Mastercard.
