Not upheld: Account administration errors complaint against Monzo Bank Ltd

Decision detail

Summary

Miss A complained to Monzo about two faster payments (£230 and £250) from a friend and a retailer refund that she had not received. Monzo requested specific reference information (TRN and ARN) to investigate, but Miss A provided incorrect transaction references that did not match the payments in question and did not provide the ARN for the refund. The ombudsman found that Monzo could not reasonably trace payments it had not processed and that Miss A had failed to provide the necessary information, therefore the complaint was not upheld.

The Ombudsman's reasoning

The ombudsman determined that Monzo correctly explained what information was needed to locate the payments and refund, and that it is not possible for Monzo to trace payments or refunds it did not process or receive. The ombudsman noted that while the situation was frustrating for Miss A, Monzo could only reasonably ask her to obtain the correct reference information from the sender's bank and retailer. The ombudsman stated they do not have the power to require Monzo to operate outside its usual processes or conduct investigations beyond its reasonable capabilities.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website