I know how you feel Laura with the wait of the scenario but we both just need to be patient. Don’t get me wrong it is horrible not knowing the outcome but I’m sure with the evidence provided an hard work put in Monzo should refund us hopefully. I’ll give you guys an update on the scenario but don’t worry anyway Laura they’ll be working hard on it
1 Like
Keep us updated on your situation anyway, be nice to support each other as we both we go down the same scenario.
1 Like
Hi Andrew
This exact same situation with the Barclays spoof number has happened to me yesterday. The scammers cleared my help to buy ISA, savings account and current account. I feel sick with worry. Monzo have said they have referred things to their dispute specialist team and I will hear back within 15 days. Have you heard anything since? I have also reported to Action Fraud and provided the crime reference number. Hoping the fact I have screenshots of calls and messages and the fact that Barclays confirmed the hackers were already on my account before they called will work in my favour.
Keeping fingers crossed for you.
1 Like
Today I received another message from Monzo about going into a bit more depth an some more questions about the scenario. Hoping to hear something next week.
Hope all is well.
Thanks Andrew - fingers crossed for you. Please let me know when you hear something
Haven’t been updated yet (beyond them asking more questions) hopefully it’ll be a positive response regarding the outcome by the end of the day
Fingers crossed for you Laura, please let us know
1 Like
Hey Laura!
I’m so sorry to hear this has happened, and I’m sorry to have felt Monzo haven’t handled this well by not providing updates.
Please don’t be disheartened, I can assure you whilst you hadn’t heard from us, we would have been working hard behind the scenes to investigate this for you.
We reach out to the beneficiary bank in an attempt to recover your lost funds, so even though days are passing, we are working with the other bank to come to a resolution.
Hopefully you’ll hear from our team soon 
4 Likes
It’s currently day 15 and this is the response I get from your colleagues when asking if I will receive the outcome of the investigation today
Hi, I’m so sorry for the delay here.
I can see our disputes team reached out to you yesterday to say they are continuing to look into this and they have sent it to a senior team to be reviewed. They will be back in touch as soon as they can.
Thank you for your patience.
Which in my opinion is unacceptable, it’s a simple yes or no question
No worries will do
1 Like
It is, but would you rather they guess/lie? If they say yes then it’s not, you’ll complain more. If they say no and then it is today, you’ll say they didn’t know what’s going on.
It’s a complex thing to investigate and involves many people/moving parts. The person you’re asking doesn’t know if it’s going to be today or not. They’ve told you it will be as soon as they can.
You’re not going to be happy with any response you get until you get your money back.
I’m sorry to hear you haven’t had any resolution yet,
Sometimes with the more advanced scams they need to refer to a senior specialist 
If you’re unhappy with the timeframe provided, please reach out and request a complaint to be raised, and our Customer Advocacy Team will be more than happy to take a look and see if we have done everything we can to help you.
1 Like
They say 15 days so they should say yes you will be updated today or no and provide a time scale to which I can receive a response regarding the outcome. Saying I do not know someone will get to you soon is unacceptable that could be a day, a month, who knows? Especially considering they provided the initial time scale if it has changed it’s not too much to ask for an updated time scale. Waiting indefinitely is very anxiety inducing
1 Like
That’s perfectly fine but an update regarding the timeframe I will receive a response is a simple request they should answer. The way my case has been handled is awful. The initial 15 day waiting is already hard enough now it’s being pushed back indefinitely. It’s too much
1 Like
I understand where you’re coming from.
Obviously I have no context regarding your case, but the majority of the time when it is escalated to a senior there isn’t any way to provide a timeframe as every case is individual.
As I said, please direct any concerns to our team over the live chat and they can get a complaint raised for you.
I promise they are doing everything they can to help 
2 Likes
They’re definitely not doing everything they can do to help. If that was the case someone would be able to give me a time frame regarding when I can expect to receive a response regarding the outcome of this case.
You don’t know that. As evident just in this thread, this is happening to lots of people. People are just trying to help you. Getting angry with them won’t resolve it any quicker.
The fact they came back earlier with more questions surely shows you that it is progressing?
2 Likes
Hi Laura, I’m in the exact same day an situation as you too. As I said previously, Monzo is undergoing a lot of these cases. Patience is key in this scenario, I understand the urge of the situation and the mental toll it gives trust me, I feel anexious so much waiting on a reply. But I promise you Monzo is a business that will be working hard on our cases, I’m sure we will both receive a response soon.
Hope all is well,
Andy
4 Likes
Also remember it’s within 15 ‘working days’, trust me it’s hard but these things are serious and I’m sure there will be an outcome soon.
Thanks for all the support guys,
Andy
Some good news that I hope will provide some hope. Just got a response in the chat now that they’ve reimbursed me the money 
I really do hope it ends well with you as well.
7 Likes