Yes, I can see why Monzo are not convinced, there is a lot here to go wrong (or right, as you look at it) to get to the point of money being transferred.
I don’t know, it’s always dinged if a transfer or transaction happens.
So you had bank fraud on your NatWest account. Was it resolved how that happened? Do you use the same PIN as you did for that card?
Monzo will be able to tell the IP addresses of the devices that made the transfers too.
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I’d imagine Monzo can see the IP that triggered the transaction, and they’ve probably correlated that with the fact that your PIN number is needed to make the transaction.
Unfortunately Monzo’s decision is made, unless you have further evidence of it being fraud
Who was the money sent to?
It says in the OP where the money went.
Two devices if one is iOS and the other is Android.
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This is still being conducted whilst they have resolved my card issues.
Good point
This is the thing, I don’t know who it is! Just have the account number and sort code and name! Which is another monzo customer.
Do you have the emails in your email account from when the person logged in?
I can’t understand how someone could have:
- found the email address on your Monzo account
- got the login details to your email account
- known your PIN number for the transaction to take place.
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You didn’t answer the question. Did you use the same PIN?
What does this mean?
Yes I did use the same pin.
The person on chat got me to secure my account again by sending a photo etc. Plus logging me in and out and trying to reset my pin but it took 4 attempts to do this.
In practical terms, all you can do with regards to Monzo, is to make a complaint, keep on complaining, until they give you their final decision, and then go to the Ombudsman. Monzo are unlikely to divulge to you what evidence they are relying upon to come to their conclusion, but the Ombudsman should be able to see it and make a decision.
Be aware that this will take ages, and might not end with you successfully getting your money back.
In the mean time, as others have suggested, make sure that your email and your phone is secure (such that not even those closest to you can unlock your phone or email account) and then get another bank account elsewhere.
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I don’t get any emails from monzo regarding logins or any other things. Only emails I’ve got is from when I spoke to them initially
You can’t log in to Monzo without receiving an email.
I haven’t received any emails even when trying to secure my account again they were sending emails and I wasn’t getting them. It took 4 attempts
Before or after the money was transferred out of your account?