So happy for you! Out of interest do you get told how long it takes to be reimbursed once they decide you’re being reimbursed?
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It’s great to hear that it has now been resolved 
Don’t forget to thank those involved for their efforts in getting your money back 
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Great to hear Laura, I’m hoping they can back to me soon too. Did you give them an extra message?
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Also I hope Monzo can follow in the same steps of helping you as they did with me, it’s a tough stressful time I’m glad to hear you got reimbursed
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Thank you for your help Rosheen! That’s reassuring to know 
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They had an update, but it just wasn’t what they wanted to hear…
The told me via the chat and the money came immediately. For me I saw the notification for the refund first then the message notification
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That is not an update when I specifically requested for a time frame for when I can expect to receive a response. I don’t know why you’re intentionally being obtuse here
You had a timeframe of 15 days and were rude when a member of staff here tried to help you because you didn’t get told an exact time.
They can’t give minute by minute updates, but you’ve got your money back now so hopefully you won’t ever fall for this sort of thing again and you won’t have to go through the waits and stress etc.
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I do believe patience is needed in these scenarios, I have messaged Monzo on a update on wether the issue will be resolved within the 15 working days, let’s hope I can give you guys an update on the scenario when resolved. Once again glad you got your money back layla
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Like I said the initial timeframe was 15 days which was today. They said it’s being further escalated. Fine. I expect them to say this investigation is going on for a further x days and the latest you can expect to receive a response is on x of x month. Which funnily they provided when I requested to speak to a member of the senior specialist team they passed my case onto
As previously reading my chat, the team did say up to me 15 working days, maybe there was miscommunication within your chat laya, glad you got it resolved.
Keep us updated on your Amy,
I will provide an update too when I receive a messages back from the team.
Thanks,
Andy
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Hence why I may think there was miscommunication, when my fraud case started the person on the chat stated it would take 15 days, yet when asking again clearer on the outcome Monzo stated within ‘15 working days ‘.
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Anyway guys I created this forum for support for one another, me an Amy are currently going through this scenario and it’s still extremely anxious waiting upon a result, to conclude this, we’re all glad Laura got her money back. Although Laura has gone for her approach chosen, if she doesn’t seem extremely satisfied. I have gone for the patient approach an it’s seem Amy has too.
Patience an respect is key in situations like this, I’m sure Monzo is working their hardest on both of our cases. I have been extremely patient with the scenario an will be expecting to update you guys on the response. No doubt Monzo has been working their hardest to come up with a solution to my problem.
These are tough times for fraud victims especially with the pandemic going on an everything else, so I would just respect rather than arguing over Laura’s case of communication with Monzo we focus on supporting each other.
Thanks,
Andy
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A lot happened in a 2/3 hour period
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I asked if it could be confirmed that I would receive a response regarding the outcome of the investigation (as it was day 15) to which the response was the above that I copy and pasted into the thread
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I asked as it has been escalated to a senior team could I get a timeframe in which I can expect an outcome from them. To which the individual responded they didn’t know
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I expressed that I was dissatisfied with that response and requested to speak to a specialist from the team to give me a time frame. An individual from the senior specialist team informed me that it could take a further 20 days as it has been escalated
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I expressed that this information should have been told to me from the onset. 40 mins I get a response to say that my case has been reviewed and that the funds would be refunded back too me
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Like I said I’m not expecting minute by minute updates (again I don’t know why you like to be obtuse) but if my case has been reviewed and escalated it’s not unreasonable to request for an updated timeframe eg up to x days to expect a response regarding the outcome of my case
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Great comment Andy and couldn’t put it better myself. I agree the pandemic amplifies the losses as a fraud victim. Supporting one another is key. Keeping my fingers crossed for you - A
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I’m really sorry you got scammed and that you’re unhappy with the timescales and responses you got.
We aim to be honest with our customers. Sometimes with the most complex of cases or where there’s a particularly high value involved then it needs to be reviewed by somebody, possibly all the way up to our VP of financial crime.
Generally we don’t know how long that will take - we don’t know whether they’ll need a second opinion or have to pass it up the chain. So we’ll always answer honestly and sometimes that might be that we don’t know.
We’d rather do that than say something which turns out not to be true, otherwise we’d start losing the trust of our customers.
I know this has been a really stressful situation, but imagine how much more stressful it would have been if we’d told you that yes we’d definitely get back to you by the end of the day and then didn’t.
We always aim to respond within the timescales given, but it depends on lots of variables. The 15 days is generally given because we usually hear back from the banks we reach out to within 15 days and if we don’t then we assume that no funds remain.
I’m so pleased that we’ve refunded you though. If you’re willing it might be worth sharing a bit more details about exactly what happened when you were scammed. If only one person reads it and it helps prevent them getting taken advantage of it would be a win!
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Hello I am a monzo account holder and I am currently in a dispute of investment scam I have provided all the necessary proof to show that I have been tricked into the scam. Monzos dispute team are now arguing that I did not take enough steps to ensure safety of my money, and therefore are not going to refund me. I believe that the bank has not taken time sensitive steps towards handling the dispute which has delayed in refunding my money, and now are arguing that it is my fault that the refund Can not happen.
I have taken all the necessary steps to ensure that my dispute was handled immediately and as stated within the monzo chat box I was tricked into the investment.
I disagree that my dispute can not be settled as the bank have a responsibility to protect my money which includes investment scams.
Can you provide me with all information and policy’s relating to Investment Scams and policy’s relating to refund after fraud.
Nobody here can help you. If Monzo say that it’s your responsibility then your only option is to take it to the financial ombudsman.
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