It’s literally why I no longer bank with Monzo. Case in point today I added a card to Apple Pay which for some reason triggered a fraud flag with HSBC.
They called me, I asked if they could note and I would call back, they said no problem. Called in and within 30 seconds all sorted.
OP - all you can do is complain, let Monzo respond and take them to the Ombudsman if you think you have a case. Good luck.
Thanks everyone ! Yes I think my information was compromised but these fraudsters do get clever each day. They asked exact questions monzo ask when I call them ?
I think you are right they added my card to their apple pay. I don’t use apple pay ? I have no idea how they commit this fraud!
I agree, similar thing happens with Paypal year ago they recovered all the funds whilst I was on the call . There is this thing about Monzo they will only contact you via chat and this also different person each time and it’s not great when the situation is as stressful as it is ?
Then after 5 days they are accusing me of authorising the transaction ? Why would I steal my own money and go to this length to cover it up ? It’s £175!
i complained to finance ombudsman as I am no longer getting any responses from Monzo. Also I have a police crime reference number ASDA keep their CCTV for 30 days so i really need monzo to complete their investigations soon as possible and recover my funds!
As previously mentioned -
You can’t go straight to the ombudsman, you need to go through due process before the Ombudsman will even look at it , so I think you will be disappointed in the Ombudsman’s response.
Hey I did raise a complain 4 days ago i did not get any respond. I’m sick and tired on in app chat l where I have been talking to chloe, fiya, becky , thomas, david, poppy. elliot, jack, david, rob and patrick
It’s too much !! Just assign my case to one person and email me if you can call me like a normal bank or give me an appointment happy to come to london.
what you are doing online is great but when things like this happen you need to have the personal connection with your customer to sort these things out because today it is me tomorrow it can be all of your customers ?
The fact monzo still couldn’t identify who and how they commit the fraud is alarming ? Also this is a joint account my partner had to call 3 times over past 5 days to have his card blocked and new card sent out.
No i don’t use apple pay and I didn’t have my joint account registered in apple pay
I check my phone i couldn’t see my card on my apple wallet. I’m not a tech person - I’m so confused how someone can have my card added in their phone
After the phone call I received this text from monzo
I will be disappointed but what can I do Monzo don’t respond to me and they haven’t investigated my case properly they are saying I authorised the payment which is crazy with amount of evidence I shared with them yesterday. I had to do something ?
ask for an official final response to your complaint , and ask how long that will take …
try the email on the monzo link I posted , rather than going through the app and different cops
…set out your case and ask
Monzo states the below regards timeframes once a complaint has been raised
What happens next?
We’ll be in touch within four business days to try to resolve your complaint. If we can’t do it in this timeframe, please note that we’re typically allowed up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce what’s called a ‘final response’.
If you’re not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.
As per the following support page: Monzo Help - Making a complaint about your Monzo Current or Joint account
You noted you raised the complaint 4 days ago, it isn’t ideal but you will need to wait the 15 days first and then chase a response.
If you don’t use Apple pay - that should have been a flag, as you’ve authorized them to use your card on their phone by going through the flow in the app and entering your pin number
This could be a reason as to why Monzo initially refused to give you a refund in the first instance.
I am not by any means putting the blame on you here, people are very sneaky these days
To give you an example: If I make a virtual card and add it to a friends phone (which I have done in the past (this was done over Whatsapp, not in person)) and they then spend money on the card that I didn’t authorise them to do (I can’t stop them, ultimately) Monzo are not responsible for giving me that money back
Your case is different, don’t get me wrong here, but in Monzo’s eyes, you may have just gotten a new phone and added your card to Apple Pay and used it, they aren’t going to flag that as suspicious
You can start the process to add any card to ApplePay. You type in the numbers and then it will make you verify with a text/call/app. This is the part of the scam that has got you, you’ve verified your card for use on the device, Monzo don’t know that it isn’t you.
You don’t need Monzo to reply before the Police get the CCTV. Sadly in the grand scheme of things this probably isn’t enough of a crime for them to be on the front foot about it.
Hey Andrew ,
I did not enter my pin at any point.
I received a notification whilst i was on the call to the fraudster to add the card to apple pay - i clicked yes
Fraudster said this is a extra security feature to prevent this from happening in the future
First time I clicked it he said it didn’t work and he send the notification again and this time it worked and I received a text from monzo where this card was added to apple pay
I checked my apple wallet it was not there. Straight away I called monzo to report about it. They didn’t do anything
After 5 days apparently I authorised the payment.
“If fraudsters have got access to your bank account or credit card and have spent your money, you’re protected under the [Payment Services Regulations.]”(https://www.which.co.uk/consumer-rights/regulation/payment-services-regulation
Monzo should have dealt with the situation for better outcome! This put me off banking with them I have shared detailed screen shots of phone calls and Groupon au transaction and proving I cannot me in Greenhithe when the transaction took place but they did not conduct the investigation properly.
You can freeze the card in the app - there was no need to ring Monzo, for future reference - I understand why you would have done so, in the panicked state you’re in.
Everytime I have added my card to apple pay on my iPhone, I’ve always had to verify it with my pin number in the app - maybe it is different if the card is added manually to apple pay - Since you didn’t initiate the card being added to apple pay, that should have been the moment to pause, but again, I totally understand why you wouldn’t have, they do scare and intimidate you into doing things you shouldn’t. I myself have been a victim of this!
I just went through the manual process
Thanks for explaining it - I hope Monzo can get to the bottom of this and prove that I haven’t authorised the payment
I hope so too, it is terrible when this happens and it may not seem like I’m being sympathetic, but I am, I know how it feels
fact monzo still couldn’t identify who and how they commit the fraud is alarming
All monzo can see is maybe the IP address, if that, of an iPhone (I don’t think apple pay even shares that with them) they can see the IP belongs to EE for example, they can’t just force EE to hand over the name and address of the owner.
The how is simple, socially engineered you to authorise the actions.
I am happy to get that for them - my ip is in my settings
Pretty sure the IP changes
I meant the IP of the person who added your card to their phone, monzo could potentially see their IP but it doesn’t help them because they can’t force Vodafone or EE for example to give over the details, only the police can.
Let me guess, your phone IP in settings is 192.168.1.x
If they used a VPN wouldn’t it make it impossible for their provider to track them, since it spoofs the IP.
You’d like to think someone going through the extremes of scamming someone would go the same lengths to make sure they’re untraceable?
It likely will, but they also used it in Asda full of cctv, probably at a self checkout with 2 cameras right in your face.
They bank on the police not investigating, or they send someone else in and pay them a few quid.
