Long time lurker, infrequent poster looking for some advice from you all
A bit of background - a fraudulent payment to Foot Asylum (via PayPal) for £170 hit my account in mid-Jan. Luckily, I was just heading into a meeting at work and as I was switching my home to silent, saw the notification and immediately froze my card. I contacted COps in-app, flagged this as fraudulent, and got this refunded and a new card re-issued. Amazing Customer Service, easy process, and thought nothing more of it - I love this part of Monzo.
However, yesterday I received a message from the Dispute Team saying that after Monzo had raised this with Mastercard, Foot Asylum have turned down my claim. Monzo also say they’ve checked the evidence. Subsequently I’ll be having the £170 debited from my account again shortly.
Needless to say, I didn’t make the transaction and have never shopped at FootAsylum. I genuinely have no idea how this has happened.
I’m concerned I’ve effectively been found guilty with no further say on the matter. I’ve gone back to Monzo and have challenged what evidence they have seen and if I can see this. However, given the occasional posts on here that suggest Monzo COps sometimes go down a ‘case closed’ route, I’m worried this may be the case here too.
I doubt I’d gain much traction from Foot Asylum as I have no details about the transaction at all except the date and amount - no transaction reference, name against the transaction, delivery address, store this was collected at, etc.
Has anyone been in a similar situation and can advise on next steps? I’m at a total loss here and have a complete loss of faith in Monzo and the dispute process
Thoughts really appreciated!