When I received my April statement I noticed a foreign transaction for $662.81 with a fee of $22.53. Since I had not made any foreign transactions I thought this was a fraud and informed Kogan Money at once by phone. The person said they would need to replace my credit card and also they would dispute the transaction. On further investigation I found that the transaction was legit, for a car hire in Broome I arranged through Booking.com . So I phoned Kogan again and spoke to the same person letting him know this and questioning why an Australian transaction had incurred a $22.53 fee. On April 22 I received an email from Booking.com saying my car hire had been cancelled. When I received my May statement I was surprised to see that although $662.81 and $22.53 fee were credited back to my account in early April, on April 25 the $662.81 was again debited from my account. So I am now $662.81 out of pocket with no car booking. After two lengthy phone calls to Kogan Money I was asked to contact their "chargeback" group about this. It turns out that Kogan Money is part of Citibank, and the chargeback group is actually for the Coles credit card, which Citibank also manage. Firstly I was fobbed off by the person, but asked to speak to the manager. He said he would try and get the money refunded. Four months later after many calls and emails asking what is going on, I received an email from Kogan Money saying they were unable to get my refund, and I should contact the merchant myself. This is the worst service I've ever experienced from an Australian bank. They try to pass the buck to somebody else, and then blame me for disputing the transaction in the first place. I'm now referring this matter to the Australian Financial Complaints Authority (AFCA) - which of course will take ages to resolve. Take my advice... don't get involved with this incompetent and barely literate operation.
Mozo may receive a payment from financial providers listed on the site. Customer reviews are in no way affected by any commercial relationships Mozo has with providers. Reviewers may receive a voucher from Mozo in exchange for their review. Vouchers are given to all reviewers who meet our review guidelines regardless of the sentiment of their reviews.