A transfer has been made to my account that I do not recognize

A transfer has been made to my account that I do not recognize. Please, I ask you to solve this problem. I called Monzo, I was with a friend who speaks English to be a translator, she told me that I had to give my data, so far so good, I gave my name, birth data and email, they asked me if I was happy for my friend to speak for me, I said yes, she reported the problem and the response from the coll center that didn’t give her name was that I didn’t pass security, my friend asked how, she said I wasn’t clear to give my email, to call back, call back and exactly the same thing happened, what he added was contact us in our chat, I’m sorry but I can’t help. Tell me if this is normal, I am shocked, what was said yesterday is that this matter is not dealt with in this way, they have not given me any security.

Contact Monzo using the app. The details are :arrow_up: next to my name.


It is normal, as with all companies.

If you can’t give them basic information to verify your identity - like in your case the correct email address, they wont (and can’t) take any action.

You’re best doing all of this in app chat regardless. You won’t need to do any verification then.

Find the transaction you believe to be fraudulent, tap into it, scroll to the bottom and tap ‘something wrong, get help’ - then follow the prompts :slight_smile:

I go to help and I don’t see contact us

If I did not transmit security because I do not speak English, they should give me other options for me to prove that the account is mine, get a translator, ask for my documentation, send a letter to my address, do something, do not transmit it to me insecurity.

You don’t need to verify anything, just follow the steps. Monzo are not going to do any of those extra steps because they are not required if you’re using the app.

If you’re using a translate function here, do that in the app too. Just copy and paste.

All you have to do is this:

No need for verification or anything. Monzo will then look into it for you.

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Find the transfer you believe to be fraudulent, tap into it, scroll to the bottom and tap ‘something wrong, get help’ - then follow the prompts

I did it yesterday

Then all you have to do is wait for them to investigate. It won’t be instant and I wouldn’t expect an answer in less than a day :slight_smile:

You will get a notification in app when they message you back with their findings.

OK, I hope so, I’m distressed about it


That’s understandable :slight_smile: Any money that has been taken fraudulently you will be reimbursed for.

It just takes time for them to check everything out. Sometimes they need to wait and hear from the bank the money was sent to as well so it could be out of their hands for a little while.

That being said, Monzo could do better at explaining the process and managing expectations.

Was it money received in error or a transfer out that is in error, though?

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Might be helpful just sticking to the one post so that everyone is clear on what’s been discussed already.

If it’s reported in app then await Monzo to reply to you in chat.

It’s an outgoing payment to British gas - see here:

Looks like they wanted £204.42 but there was only £179.46 in the account.

This is one of those one-issue-split-across-more-than-one-topic cases.

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It was a transfer that left my account but I didn’t do it, these 4 movements were not made by me


It’s two isn’t it? They took £179.46 and then went back for more?


Possibly. Not having the funds to make a payment hasn’t happened to me so I’m not 100% on how it occurs. Does it show the total requested (in red, £204.42) to be taken and takes what is available (£179.46, so £24.96 still owed), or does it take what’s available and then show what is still outstanding (so £383.88 requested but only £179.46 available, so £204.42 outstanding)?

If it is really 2 payments then I’d be suspicious that one of them was exactly enough to empty the account so the second one wouldn’t go through?

Not enough surrounding data so far…

Have you spoken to British Gas to find out why?