Danas sam dobio ovo poslednje pismo od Monza...
Ja sam Lovri i radim kao obrađivač žalbi u Monzu. Pratim vaše...
žalbu i utvrdio sledeće.
Moja istraga nije pronašla dokaze koji potkrepljuju vašu žalbu
Ispitao/la sam vašu žalbu i utvrdio/la da smo vam pružili očekivani nivo
usluga.
Cenim vašu frustraciju što smo odbili vašu prijavu prevare i pitali
da ponovo popunite obrazac relevantnim informacijama. Pregledao/la sam vaš zahtev i
Uveren sam da smo ovo ispravno odbili, jer nismo imali potrebne detalje za
ove vrste tvrdnji.
Nažalost, ako ne možemo da pružimo dovoljno dokaza o tome šta se dogodilo ili ne možemo da objasnimo
naš zahtev, pa, veoma je verovatno da će trgovac odbiti naš povraćaj sredstava
direktno jer nemamo nikakav opipljiv dokaz da je trgovac bilo šta uradio
pogrešno, što znači da nećemo moći da vam vratimo novac.
Monco Bank Limited (Monzo) je kompanija registrovana u Engleskoj i Velsu (br. 09446231)
registrovano u Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo je ovlašćen od strane
Uprava za prudencijalnu regulaciju (PRA) i regulisana od strane Uprave za finansijsko ponašanje i
PRA. Naš broj u registru finansijskih usluga je 730427.
Takođe bih želeo da ovde napomenem da Masterkard ima različita pravila o tome šta se može osporiti,
tako da nisu sve transakcije automatski podobne za povraćaj sredstava. Bojim se da
Masterkard nam ne dozvoljava da osporavamo transakcije.
Prema smernicama za povraćaj sredstava kompanije Mastercard:
Za transakcije u kojima se vrednost ili sredstva kupuju za kockanje, investicije
ili slične svrhe: Ovo pravo na povraćaj sredstava dostupno je samo za transakciju u
čija se kupljena vrednost ili sredstva nisu pojavila na dogovorenom računu
između vlasnika kartice i trgovca.
Radi izbegavanja sumnje, pravo na povraćaj sredstava nije dostupno za:
1. zahtevi za povraćaj novca, povlačenje sredstava ili transfer,
2. uslovi korišćenja ili pristup nalogu,
3. dobici, dobici ili gubici, ili
4. upotreba ili naknadna upotreba.
Želimo da vam pomognemo u vezi sa ovim i žao nam je zbog eventualne frustracije, stresa ili
neprijatnosti koje vam je ovo prouzrokovalo, ali mi jednostavno pratimo sopstvene interne
procedure, kao i pravila koja je postavio Masterkard.
Nakon temeljnog pregleda vaše žalbe, mogu da potvrdim da nismo podneli
bilo kakve greške u odbijanju zahtevanih sporova, i postupili smo u skladu sa našim
Monco Bank Limited (Monzo) je kompanija registrovana u Engleskoj i Velsu (br. 09446231)
registrovano u Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo je ovlašćen od strane
Uprava za prudencijalnu regulaciju (PRA) i regulisana od strane Uprave za finansijsko ponašanje i
PRA. Naš broj u registru finansijskih usluga je 730427.
2 interne procedure i smernice Masterkarda. Međutim, nadam se da moja objašnjenja
bacile malo svetla na procese povraćaja sredstava.
Žao mi je što niste bili zadovoljni našom uslugom, ali se nadam da mislite da
Ishod je ovde pravedan. Obavestio sam nadležne timove o vašoj žalbi kako bi
mogu ovo iskoristiti za poboljšanje svojih usluga.
Šta da radite ako niste srećni
Ovo pismo je ono što je poznato kao naš „konačni odgovor" na vašu žalbu. Ako imate
Ako imate bilo kakva pojašnjenja, potrudiću se da na njih odgovorim. Alternativno, imate
pravo da besplatno podnesete žalbu Službi finansijskog ombudsmana – ali
morate to učiniti u roku od 6 meseci od datuma ovog konačnog odgovora.
Ako ne podnesete žalbu na vreme, Ombudsman neće imati pravo da
dozvolu da razmotrim vašu žalbu i moći će to da učini samo u ograničenom
okolnostima. Na primer, ako Ombudsman smatra da je kašnjenje bilo kao
rezultat izuzetnih okolnosti.
Za informacije o tome kako da podnesete žalbu, obratite se finansijskom ombudsmanu
Posetite veb-sajt servisa i pročitajte njihovu informativnu informaciju za potrošače.
Hvala,
Louri Adams
Monco tim za žalbe
I got this final letter back from monzo today ...
I’m Lowri, and I’m a complaint handler at Monzo. I’ve been looking at your
complaint and found the following.
My investigation didn’t find evidence to support your complaint
I’ve investigated your complaint and found we gave you an expected level of
service.
I appreciate your frustration with us having rejected your fraud report and asking
to fill the form again with the relevant information. I’ve reviewed your request, and
I’m confident we rejected this correctly, as we didn’t have the details needed for
these kinds of claims.
Unfortunately if we can’t provide enough proof of what happened, or can’t explain
our claim well, it is highly likely that the merchant will reject our chargeback
outright because we don’t have any tangible proof of the merchant doing anything
wrong, meaning we won’t be able to get your money back.
Monzo Bank Limited (Monzo) is a company registered in England and Wales (No. 09446231)
registered at Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo is authorised by the
Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the
PRA. Our Financial Services Register number is 730427.
1I’d also like to state here, Mastercard has various rules as to what can be disputed,
so not all transactions are automatically eligible for a chargeback. I’m afraid the
transactions are something Mastercard doesn’t allow us to dispute.
As per Mastercard’s chargeback guidelines:
For transactions in which value or assets are purchased for gambling, investment
or similar purposes: This chargeback right is only available for a transaction in
which the purchased value or assets failed to appear in the account agreed to
between the cardholder and the merchant.
For the avoidance of doubt, chargeback rights are not available for:
1. refunds, withdrawals or transfer requests,
2. terms and conditions or account access,
3. winnings, gains or losses, or
4. use or subsequent use.
We do want to help you with this and I’m sorry for any frustration, stress or
inconvenience this has caused you but we’re simply following our own internal
procedures as well as the rules set out by Mastercard.
Following a thorough review of your complaint, I can confirm that we haven’t made
any errors in rejecting the requested disputes, and we’ve acted in line with our
Monzo Bank Limited (Monzo) is a company registered in England and Wales (No. 09446231)
registered at Broadwalk House, 5 Appold Street, London EC2A 2AG. Monzo is authorised by the
Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the
PRA. Our Financial Services Register number is 730427.
2internal procedures and Mastercard guidelines. However I hope my explanations
shed some light into the chargeback processes.
I’m sorry that you were unhappy with our service, but I hope you think the
outcome here is fair. I’ve let the relevant teams know about your complaint so they
can use this to improve their services.
What to do if you’re not happy
This letter is what’s known as our ‘final response’ to your complaint. If you have
any clarifying questions, I’ll do my best to answer them. Alternatively, you have the
right to take your complaint to the Financial Ombudsman Service, for free – but
you must do so within 6 months of the date of this final response.
If you don’t refer your complaint in time, the Ombudsman won’t have our
permission to consider your complaint and will only be able to do so in limited
circumstances. For example, if the Ombudsman believes that the delay was as a
result of exceptional circumstances.
For information on how to refer the complaint, go to the Financial Ombudsman
Service website and read their consumer leaflet.
Thanks,
Lowri Addams
Monzo Complaints Team
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