Not upheld: Card / payment disputes complaint against Monzo Bank Ltd

Decision detail

Summary

Mr C paid £88 to a furniture removal company (AV) that failed to collect items from his home on the scheduled date. He complained to Monzo, which raised a chargeback and provided temporary credit. When AV disputed the chargeback with evidence of attendance, Monzo requested additional evidence from Mr C by 17 December 2025 via in-app chat. Mr C did not provide evidence by the deadline, so Monzo closed the dispute and removed the temporary credit. The ombudsman found Monzo acted appropriately in following Mastercard's scheme requirements and that the chargeback had no reasonable chance of success given AV's evidence.

The Ombudsman's reasoning

The ombudsman found that Monzo correctly raised the chargeback under the 'service not received' code and was entitled to request additional evidence from Mr C to challenge AV's detailed response. The seven-day deadline for providing evidence was fair and complied with Mastercard's scheme requirements. Even if more time had been given, the chargeback had no reasonable chance of success because AV provided evidence of attendance at the property. Monzo's use of in-app chat as the standard communication method was appropriate, and Mr C had not requested alternative communication.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website