Monese Refund: Get Your Money Back
Dealing with an incorrect or unauthorised payment from your Monese account can be frustrating. You have rights designed to protect your money and ensure fair treatment. This guide will walk you through the steps to successfully claim a refund from Monese.
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Build my claim →Your rights
If an unauthorised payment has been made from your Monese account, you are protected by the Payment Services Regulations 2017 (PSR 2017). These regulations state that Monese must refund the payment immediately, unless they can prove you authorised it or acted fraudulently. For purchases made with your Monese debit card where goods or services were not received, faulty, or the merchant failed, you may be able to use the chargeback scheme. This is a protection offered by card networks like Mastercard, allowing your bank to reverse the transaction.
Step by step
- 1Gather all transaction details and evidence. Collect screenshots, receipts, communication with the merchant, and the exact date and amount of the payment.
- 2Contact Monese support immediately. Use their in-app chat, email, or phone to report the issue. Clearly state whether the payment was unauthorised or a disputed purchase.
- 3Initiate a formal complaint if necessary. If Monese's initial response is unsatisfactory, request to escalate your case to their complaints department. They have specific timelines to respond.
- 4Escalate to the Financial Ombudsman Service (FOS). If Monese does not resolve your complaint within eight weeks, or you are unhappy with their final decision, you can take your case to the FOS for an independent review.
What they'll say, and your comeback
“You authorised the payment, so we can't refund it.”
Comeback, Under the Payment Services Regulations 2017, Monese must prove I authorised the payment or acted fraudulently. If I didn't authorise it, you must refund me.
“This is a merchant dispute, you need to contact them directly.”
Comeback, While I will contact the merchant, as my bank, Monese has a responsibility to assist me with a chargeback claim if the merchant fails to resolve the issue for a card payment.
“You reported this too late, we can't investigate.”
Comeback, I reported this as soon as I became aware. Please provide evidence of your policy regarding reporting timelines and how it applies to my specific case.
FAQ
How long does a Monese refund take?
For unauthorised payments, Monese should refund you immediately upon being notified, unless they suspect fraud. Chargeback claims can take several weeks, as Monese needs to investigate and liaise with the merchant's bank.
What if Monese rejects my refund claim?
If Monese rejects your claim, or you're unsatisfied with their response, you can escalate your complaint to the Financial Ombudsman Service (FOS) for an independent review. This is free for consumers.
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A self-serve tool, not a law firm. General information, not legal advice.