On Friday night my phone was stolen in Soho, London. I had a pin on my phone and google pay, and a different pin on my banking app. Somehow the thief was able to access my monzo account and drain my money (£1500). They also changed my email password so I wasn’t able to access my emails to allow me to login to monzo.
I followed up with Monzo as fast as I could through a phone call and reporting the fraudulent transaction. I followed up a few times since then and heard nothing back from them. Yesterday I received a chat message saying they were closing the fraud report because they hadn’t heard back from me (even though I emailed 3 times and called twice). I messaged straight away saying that I have tried but no one reached out to me. They told me that someone is still looking into it and will reach out soon (even though it is now saying in my app its been closed).
No one reached out to me today, and now I’ve been told to resubmit the report as its closed. When I resubmit the report, it instantly goes to declined. Please what can I do?
No, the ombudsman won’t care until you’ve complained to monzo and either received your full and final response; or 8 weeks lapses, whichever is sooner.
This issue continues. I have finally been contacted Sunday for the first time (9 days after my initial report) with a message in the app chat, and someone called me Monday also. I have been able to state my case and they believe I am due the money. But, they tell me the fraud report is still coming up as declined due to no response from me so they can’t do anything. They have asked me again to resubmit the report, but it doesn’t work in the app and instantly joins the previous support requests.
They just keep telling me the same thing to do, but I keep getting ran around in circles.
I’m sorry to hear of the frustrating delay and there’s not much anyone can do here on the community forum unfortunately.
One observation - the thief changed your email password so you couldn’t access your emails to get to the Monzo Magic Link emails. Have you regained control of that email account? It sounds like it, as you’ve later informed contact has been made with you by Monzo via in-app chat.
Thanks for the response. I understand that however I’m not sure where else to turn. I can’t even get confirmation if my report is still being looked into, or if they have just already cancelled it for no response.
Yea I was able to regain access to my emails a few days afterwards once my sim was ported over