This is an ongoing investigation and I am hopeful that it gets resolved and becomes a poisitve outcome however I have had probably the worst 3/4 days I have ever had dealing with a bank.
Last week I had £783 disappear from my account over seven payments taking place over night leaving my safe pot to my current account and then off to a paypal account via transfer. On the same night there was a paypal account set up using my details but a different email address, I found out that the money was transferred to this account and then onto somewhere else from Paypal themselves.
Now Paypal have informed me that this account has been closed down which is somewhat of a relief however Monzo have refused to reimburse any money taken as based on the information available to them it appears that these transactions took place using my handset.
Now I really dont know the ins and outs of how cyber attacks happen but I can say and your records will show that I recently changed handsets to one from a friend, as my previous phone had a crack on the screen. Following these events I have run a scan on this device as I know I am not responsible for any of the transactions that took place that evening. The results of that scan were that there are risks on the phone including a setting being left open to allow downloads from unknown sources. Now this isn;t a setting I have made, it came on the phone when I started using it, but what it may answer is the question around whether someone could have accessed my phone without my knowledge or that there could be software on that phone that I was unaware of and could give an outside third party access to it?.
Now I am still standing my ground on the fact that these payments were not authorised by me and I had no knowledge of them taking place until the following morning when I logged it with Monzo.
Given the fact that your disputes team have already made a decision to not reimburse me and have served notice to close my account, is there anyway that they would consider reviewing this again based on the knowledge that my handset wasn’t safe at the time i used it? From my point of view I thought I was doing everything I could to keep it safe ie passcodes etc, but the fact is that the phone wasnt new when it came into my possession and I dont know enough about how these things should be set up to fully protect myself against things like this happening.
This entire situation has left me in a really horrible place both financially and mentally and I really just want to see the end of it but at the same time I cannot afford to just give up, walk away and lose that amount of money.
As I said at the start I am still awaiting a response from the Customer Advocacy team but I am unsure as to what they can do to turn a decision of the disputes team?
Any advice would be greatly appreciated.