Refund notifications without refund

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#1

Hello all

I’m fairly new to Curve, and it’s been mostly positive so far.

Ive had some odd behaviour with a refund though. On the 27th I made a payment online using Curve linked to Monzo. When debited, like usual, I received two Notifications, one from Curve and one from Monzo.

I had an email from the vendor shortly after to say it would be refunded. I understand that refunds can take time and so I was prepared to wait it out. 1am ish today… I receive two Notifications… This time for the refund, again one from Monzo, one from Curve. However when I check the Monzo app there is no credit, my balance is the same. When I check Curve it shows as ‘refunded’.

Monzo say they’ve not had any refunds but I definitely had a refund notification, but my phone doesnt save notifications history so can’t prove it. I’m concerned that my refund has fallen between the cracks. Monzo customer service just come back with nonsense and emojis but no actual customer service, so and I’ve not had anything back from Curve as yet (they’ve not had long to be fair)

Does anyone have any thoughts?

Thanks

Ben

#2

It takes a few days to be transfered from Curve to your bank, the same way it takes a few days for the refund from the retailer to arrive in your account.

TLDR. Don’t worry just wait a few days if it is still not there after that, which I doubt very much just contact Curve.

#3

Hey @Bennie_pie, welcome to the community! :smiley:

Refunds can take a day or two to show up after they’ve been processed, as @patrice58 said (that’s from the point you receive a notification in the Curve app) however, not sure about Monzo’s side of things. Wanna pop us a message at support@curve.app and they could give you the ARN number if you haven’t received the refund within the next couple of days?

#4

I had used go back in time monday morning last week
Still no refund on my side

Waiting for support to replay

#5

@Bennie_pie: Just wait. For me it took 9 days for refund to go thru from date when refund notice appeared in Curve app. (read here --> Refund never reached underlying card (double charge))

#6

Refunds do seem to be a bit flaky! I have had three recently that took ages to turn up, one didn’t even appear on Curve, I got asked by support which card it came from and it got charged back manually.

Can anyone from Curve explain the process perhaps, so people can understand the wait.

#7

I’ve had strange refund issues too, some that make no sense.

I’ve had refunds reflected by notification on Curve sometimes very quickly after they were processed by the merchant and back on my main card in less than 24 hours.

Other times, I’ve had no notifications and its taken 6 days and one time, it took an email to get things sorted.

I’m sure they mentioned before that this is in the process of being changed so that it’s all automatic.

#8

Hey guys, happy to clarify this for you. Refunds aren’t processed by retailers in real-time and we usually receive them between 1-5 working days after you request a refund. Once we’ve received the refund, we then process it within 24 hours. This is when you’ll receive a notification on the Curve app and it can take 3-5 days for your refund to appear on your bank statement from this point.

We always try to match a refund to a transaction that matches in merchant name and amount and these refunds will be processed automatically. When we can’t match the refund automatically, we then have to manually process the refund and this is why we may contact you to confirm the correct card. We’ve recently rolled out an update which should increase the efficiency of automatic refunds - as @schgleeg has mentioned!

1 Like
#9

I wish this were reality. I have an £800 refund sitting on one of my cards and have given you details for a manual transfer back to my account. Zachary S is the name dealing with it.

I’m not sure the usefullness of Curve outweighs the disasterously bad customer service

#10

I am sorry but I still do think your refund processing is terrible at best. Not clear at all in every single aspect of it

#11

Hey @Bionicecho, I can provide some clarity on how our refund process works right now.

If we receive a refund that matches a transaction that you made then this will be processed back to your payment card that was used. Our system automatically matches these refunds based on the merchant name and the amount. We’re continuously working on this to improve the accuracy.

If we receive a refund that can’t be matched then it will be processed to your Curve Cash card. For example, if you made the transaction directly with your payment card and then requested the refund to your Curve card instead.

#12

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