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Being overcharged / items not arriving

If you were charged the wrong amount or your order didn’t arrive, we might be able to raise something called a ‘chargeback’ with Mastercard.

Just so you know, it could take up to three months because it involves a lot of steps and we don’t control the timings.

To request a dispute:

  1. tap the Home icon in the menu bar

  2. tap a transaction in your activity feed

  3. scroll to the bottom and tap Something wrong? Get help

  4. find a heading that matches your situation and tap Dispute this transaction

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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.