Hi I recently had my card and phone compromised. (Not quite sure how) I noticed on My HSBC loads of little transactions for small amounts £2.99-£19.99. They got quicker in frequency until my bank account was empty and I hadnt noticed as I usually check my statements at the end of the month. Anyway spoke to apple and hsbc and got my money back within 3 days. Then 3 days later my Monzo account was wiped clean but this time for amounts of £19-£90 again though number of transactions not one hit. Ive spoken to monzo who declined me after 2 days of investiagtion with them saying its not fraud. Ive now complained to the customer service team who were quite receptive any ideas on any next steps? Thank you!
Your complaint will be dealt with by the bank first, and then you’ll be given the details of the ombudsman who you can escalate it to if you don’t agree with the outcome. The whole process can take several months if it has to go to the ombudsman and there’s no way to speed it up, so just go through the motions.
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What merchants were used?
All ones I’ve never heard of czarskin, albeto, bytes and canalpay I believe
How come Apple was involved here?
Are you sure that no one has access to your device physically when you are away from it and is making these payments via Apple Pay? This would make them appear authorised to Monzo, and it’s likely highstreet banks like HSBC might not have cared to even take a look due to the relatively low amount involved and just accepted your claim
We can’t really help you with half the made up story.
You’ll have to wait for Monzo to reply but they will have lots of data on what happened so don’t be surprised if you don’t get any money back.
Temporary refunds until the investigation is concluded most likely.
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