Not upheld: chargeback claim handling / refund claim complaint against Monzo Bank Limited

Decision detail

Summary

Miss S purchased what she believed was a standard game key for £57.56 using her Monzo debit card but received login credentials for an account subscription instead. She raised a chargeback claim with Monzo, which was declined after the merchant provided system evidence showing the digital product was delivered and marked as viewed. Miss S later lost access to the account and claimed the transaction was a scam. The ombudsman found Monzo acted reasonably in declining the chargeback, as the merchant's evidence was credible and the chargeback had no reasonable prospect of success under Mastercard rules. The later access problem was a separate issue not part of the original dispute.

The Ombudsman's reasoning

The ombudsman concluded that Monzo had sufficient evidence to reasonably determine the chargeback lacked reasonable prospect of success. The merchant provided credible system evidence that the digital product was delivered and viewed by Miss S. The discrepancy in timing between Miss S's account of access and H's system records did not undermine H's evidence. The product listing appeared to describe an account-based purchase rather than a standard voucher code. Miss S's later loss of access was a separate issue from the original chargeback claim and did not retroactively show the chargeback should have succeeded. Monzo also provided appropriate notice of the chargeback reversal.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website