I got this final letter back from monzo today ...
I’m Lowri, and I’m a complaint handler at Monzo. I’ve been looking at your
complaint and found the following.
My investigation didn’t find evidence to support your complaint
I’ve investigated your complaint and found we gave you an expected level of
service.
I appreciate your frustration with us having rejected your fraud report and asking
to fill the form again with the relevant information. I’ve reviewed your request, and
I’m confident we rejected this correctly, as we didn’t have the details needed for
these kinds of claims.
Unfortunately if we can’t provide enough proof of what happened, or can’t explain
our claim well, it is highly likely that the merchant will reject our chargeback
outright because we don’t have any tangible proof of the merchant doing anything
wrong, meaning we won’t be able to get your money back.
Monzo Bank Limited (Monzo) is a company registered in England and Wales (No. 09446231)
registered at Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo is authorised by the
Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the
PRA. Our Financial Services Register number is 730427.
1I’d also like to state here, Mastercard has various rules as to what can be disputed,
so not all transactions are automatically eligible for a chargeback. I’m afraid the
transactions are something Mastercard doesn’t allow us to dispute.
As per Mastercard’s chargeback guidelines:
For transactions in which value or assets are purchased for gambling, investment
or similar purposes: This chargeback right is only available for a transaction in
which the purchased value or assets failed to appear in the account agreed to
between the cardholder and the merchant.
For the avoidance of doubt, chargeback rights are not available for:
1. refunds, withdrawals or transfer requests,
2. terms and conditions or account access,
3. winnings, gains or losses, or
4. use or subsequent use.
We do want to help you with this and I’m sorry for any frustration, stress or
inconvenience this has caused you but we’re simply following our own internal
procedures as well as the rules set out by Mastercard.
Following a thorough review of your complaint, I can confirm that we haven’t made
any errors in rejecting the requested disputes, and we’ve acted in line with our
Monzo Bank Limited (Monzo) is a company registered in England and Wales (No. 09446231)
registered at Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo is authorised by the
Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the
PRA. Our Financial Services Register number is 730427.
2internal procedures and Mastercard guidelines. However I hope my explanations
shed some light into the chargeback processes.
I’m sorry that you were unhappy with our service, but I hope you think the
outcome here is fair. I’ve let the relevant teams know about your complaint so they
can use this to improve their services.
What to do if you’re not happy
This letter is what’s known as our ‘final response’ to your complaint. If you have
any clarifying questions, I’ll do my best to answer them. Alternatively, you have the
right to take your complaint to the Financial Ombudsman Service, for free – but
you must do so within 6 months of the date of this final response.
If you don’t refer your complaint in time, the Ombudsman won’t have our
permission to consider your complaint and will only be able to do so in limited
circumstances. For example, if the Ombudsman believes that the delay was as a
result of exceptional circumstances.
For information on how to refer the complaint, go to the Financial Ombudsman
Service website and read their consumer leaflet.
Thanks,
Lowri Addams
Monzo Complaints Team
So you raised as fraud? There are only two ways you will get a chargeback raised.
Raise them as Goods and Services not received or MCC Misrepresentation which is a little trickier.
I assume you told them it was gambling? The only thing you can do is email Mastercard and forward the email and see if they can give you any information to help you.
No trabajas en el banco, trabajas para esos casinos online sospechosos.
Agradeceme después
