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Being overcharged / items not arriving

If you were charged too much or the items you ordered didn't arrive, we can raise what's called a 'chargeback' with Mastercard to get your money back.

This process can take up to 3 months. We're sorry it takes so long, but this is the guidance Mastercard have set out for us – we can't change how long it takes.

You can get in touch with us about this in the app:

  • Tap the Help icon in the menu bar

  • Search ‘Being overcharged / items not arriving’

  • Tap Get in touch at the bottom of the article

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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.