Hello, as I am a US customer this applies to US based Monzo card holders that can help? (Not sure if UK policy is the same?)
So I have been in and out of the hospital for the last couple months, I have used my card from time to time but tend to not pay too much attention to activities on it.
Finally one day, I take a look at transactions because I needed a statement for something, and I find 2 months straight MULTIPLE transactions being taken from me by a website “XCoins” or XCoins.com”
So I contact XCoins and they tell me a different name has been using my card to purchase, and on top MONZO ALLOWED THE TRANSACTIONS WITH THE WRONG BILLING INFO SUBMITTED?
So now that I see TONS almost 2 months of daily transactions ranging from 10-500 dollars being taken, I filed a dispute in each and every one of them.
Is the policy not that due to unauthorized transactions they HAVE to refund yky within 24 hours no?
I know that CFPB and gov have it where you NUST get a credit after 10 days for general disputes but when it comes to stuff that’s unauthorized?
Now they won’t respond in Chat, and I have extra evidence and have filed IC3 complaints as well that I need to submit to them.
My fear (and this happened to my wife in her account)
Is that in 10 days after filing they will just deny it with 0 reason to why, and yet dispite proof, they will close them. Wife had a Monzo card and they denied her claims when fraud hit her account. She’s now filing with an attorney to file suit against them.
Nevertheless I’m talking transactions here adding up to over 12k in funds.
So,
TLDR need to know if unauthorized provable transaction get refunded sooner than 10 days for credit, and how do I close chat to open a new one, also what do I do if Monzo denies my dispute even tho the merchant said someone with a complete different name used the card?
They denied my disputes and then closed my account! What do I do! I submitted them Ann FBI report as well regarding this! This is absolutely NOT ok that they can get away with this, merchant claims they didn’t hear a single thing from Monzo,
They gave the standard “transactions are not consistent with fraud” which is absolutely crap, I got the merchant to send me receipts and there’s a different name and address for billing, and Monzo STILL allowed the transaction while I was in the hospital!
Im sorry to hear this. Monzo can close your account for any reason they want.
Obviously, that doesnt make good business sense, so I would assume the reason is significant enough that having you as a customer is too much of a risk for them. Plus, they’re satisfied enough based their reasearch that this wasnt fraud.
Why and the details around how they came to this decision i dont know. Plus, it’s unlikely they’ll share the details with you for security reasons.
Honestly. I’d just move on and find a different bank, but if you want to go to the news then thats entirely up to you.
As for getting your money back. Here in the UK we have the Financial Ombudsman who can act impartiality and see some of the detail. Im not sure if such a service is available in the US?
Okay bud, cause I filed an FBI report along with been in contact with merchant that charged me and they claim they never got a single thing from Monzo “investigation”
Why are you sitting hear kissing their a** if this happened to you, you’d be pissed to.
No one’s lying and I have the proof for it. And I submitted such evidence.
Contact your state attorney general (you should do this anyway if you’ve been a victim of fraud).
Pursue legal action.
Hopefully you get somewhere with one of those avenues.
Sucks that Monzo are up to the same perceived antics in the US too (closing an account as a response to reported fraud). Thought they’d be better over there.