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!
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.
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 ?
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.
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
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.
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 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
It’s also that they don’t think they’ll get caught, I once took a similar type of scammer for a long ride over a few hours and he took it alright when he realised so I asked him a load of questions about how he gets away with it and some tricks which he told me, I keep meaning to write it up here but in very short nothing ever happens and the police never investigate and while I don’t know the ins and outs of device fingerprinting vs apple privacy but the banks don’t seem to have a clue or bother trying to identify these devices that are using tens of accounts a month with the same installation ID with suspicious login patterns.
1 Like
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
46
I’m sure that I read recently that shops don’t record this footage, maybe for data protection reasons. The cameras and screens are there for deterrent purposes.
