I’m hoping I can get some more order details from Monzo as what I have at the moment doesn’t help much.
I think taking this up with Foot Asylum to get more info is my next step providing I get enough to go on, but my next concern is their default position being to hide behind GDPR 
I would hope seeing as there may be fraud involved and it was your card that was used, you’d be able to get something out of them! Good luck!
Use GDPR to your own advantage and submit a SAR?
Any update on what happened? I’ve just had a similar thing - luckily only £30 for me but also through paypal but it’s taken me into my overdraft and Monzo have said it’s not fraudulent so not really sure where to go from here?!
If it’s exactly the same case, then you’ll have to ask monzo for the evidence they’ve seen and either fight it with monzo if the evidence isn’t sufficient and as your bank they shouldn’t accept it as evidence and request more, if there is slot of evidence then you’ll have to submit a request under GDPR to foot asylum for info like I.p. address, device type , email, delivery address.
Is there anything different about your case?
Found this https://www.money.co.uk/guides/chargeback-claims-how-to-get-your-money-back.htm
If you feel that their decision is unfair you can complain to the bank. If they still refuse your claim you have six months to take your case to the Financial Ombudsman, who may overturn the bank’s decision.
However, you cannot take your bank or card provider to court because offering the Chargeback scheme is not a legal requirement.
You can get more help and advice on making a complaint from the Resolver website.
TL;DR - it all got sorted today, interestingly and thankfully 
Long story short, a fair bit of digging required from my side including, eventually, a Subject Access Request to Foot Asylum. This found that whilst my details were in their payment system, there was nothing in their order system so the ‘Delivery Address’ claimed by PayPal on the chargeback dispute was completely false.
It took me a while to collate everything but my case to Monzo basically included:
Whoever did this had somehow got my card details (no idea how this could have happened - skimming, a website breach…?) and set up a PayPal account in my name and, concerningly with my address. They’d also set up a false email in my name, something the SAR showed.
The orders ended up going to a W6 postcode near Hammersmith - I haven’t been there for over 2 years, don’t know anyone there, and I live in South East London 
I’m completely stumped.
Things I’ve learnt through all of this:
my details were listed on 192.com from when my old housemate forgot to opt me out of the Electoral Role. Take Down Requests are very useful if you want your details kept offline 
Monzo will raise a Formal Complaint on your behalf, even if you’re not actually complaining. I was issued a ‘Final Decision’ for something I still don’t know what it was about 
They’ve acknowledged they maybe need to look at their Complaints process which in this case was a big waste of everyone’s time and eroded a lot of goodwill.
companies love hiding behind GDPR and will do anything they can to get out of providing you information. Use SARs to your advantage.
Monzo’s new chat handling, where different COps takeover a conversation, is massively frustrating and illogical. Most of my messages were referred to specialists and then subsequently got intercepted by other COps whilst I was waiting for a reply - it just doesn’t work in these situations.
Monzo made the right decision to reject the chargeback based on the evidence they had, despite this being flawed. However, they provided no help / assistance as to what my next steps would be if I wanted to take it further e.g. speak to the merchant or get evidence it wasn’t me. Nor did they suggest identity theft could be a risk, something PayPal flagged to me immediately when I spoke to them.
Foot Asylum’s fraud checks failed. They admitted an order going to one address but being paid for by a PayPal account registered to another address should have flagged and not been processed 
All-in-all, stressful and draining, but I have now been reimbursed almost £250 for the fraudulent transactions and I hope Monzo can get this back from PayPal.
Good luck with your attempts to get your money back too - just be thankful it wasn’t any more than £30.
I don’t think this would have helped in my situation. Monzo’s decision to reject the chargeback was correct based on the evidence they had.
The onus was very much on me to provide tangible evidence that disproved Monzo’s evidence (the transaction report that came back from Mastercard / PayPal).
I wonder if this is why I was issued with a ‘Final Decision’ following the complaint I didn’t actually make - they found they’d acted properly as they had evidence to support their decision. Going to the Ombudsman would no doubt result in the same outcome I’d imagine.
Yes really lucky it wasn’t for much, just have found Monzo really unhelpful in trying to resolve it so wasn’t sure how to take it forward, so all the info you’ve provided is super helpful thank you!
Some things Monzo did well
Some things they did not do well or at least could have done better
Some things you had to do
Some things you had to learn to do
Eventually something of a successful resolution, but at great effort
This would be an excellent topic for a warts and all blog. Is this something that could be passed along as a suggestion @cookywook @simonb?
Hi @laura7. I had the same feeling of not knowing what to do next - it’s difficult knowing where to start.
Monzo should be able to provide you with the evidence that they’ve used to reject the chargeback. The one I got was really detailed with various references and details on it. If what you get is the same as the one I received, the key for you will be the ‘User to User Transaction ID’ - this is effectively the PayPal transaction reference and you can use this if you speak to PayPal or the merchant.
It took me quite a while to find that out but it then unlocked a few avenues for me in the absence of having order numbers. It eventually enabled Foot Asylum to locate the transaction.
Sounds worthy of being placed into a help article
Thanks for sharing all this information
Luckily I have not been affected by this thus far, but good stuff to know and share
This topic was automatically closed 180 days after the last reply. New replies are no longer allowed.