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Card payment declined but I was charged

If you've been a victim of fraud contact us straight away.

If the payment declined on the merchant's end but went through on your app, there might be a problem with their card machine.

In most cases it takes 7 days to get the money back.

You can dispute a payment if you think a merchant (person or company you sent money to) has charged you incorrectly, or has failed to refund you as expected.

Before we challenge a payment for you, you need to:

  • Proof the merchant has promised a refund

  • Wait 14 days from their promise of a refund

  • A full description of what has happened

The dispute process takes up to 8 weeks to resolve. And we might not get your money back immediately depending on the strength of your evidence.

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Existing customers can get help via the app

Monzo Bank Limited is a company registered in England and Wales (No.09446231). Monzo Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our financial Services Register number is 730427. Our address is Broadwalk House, 5 Appold St, London EC2A 2AG.