Hello,
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?
Is now the time to go to the ombudsman? I