Fraud victim want to know if monzo will refund extremely distressed. I received a call from monzos number but it was fraudster and i just last week had my account blocked due to fraudulent transactions and received a new card from monzo this week. The fraudster told me again there has been fraudulent activity on my card and pressured me in to believing that i must act immediately and move my money to a new account number and sort code rather than being issued with a new card from monzo again. I challenged them and they told me to check the back of my monzo card i am now out of £6500 and i am extremely worried and anxious as monzo has not got back to me yet and i dont know if anyone else has experienced this too. And whether i will be refunded please help.
If you’ve messaged Monzo via chat in the app then that’s all you need to do for now. They’ll usually get back to you within a few hours and take care of things from there.
If you use the search function on the forum you’ll find stories of other people who have been in similar situations. Some of them have had their money back, but every case is different and yours, like all the others will be investigated before Monzo decide what action to take.
For now you’re doing the right thing and you just need to sit and wait. We’re all just customers here so nobody on the forum can help you any further.
Thank you Richard, its just that its 24 hours now and they are still investigating and wanted to know if anyone else was number spoofed like me but yea you are right every case is different. Thanks
Just out of interest how did they get the money from you?
I understand you believed it was Monzo, but then what?
If you can share your experience then hopefully it can help educate others to stop them falling victim to the same scam
I received a call from monzos number but it was fraudster and i just last week had my account blocked due to fraudulent transactions and received a new card from monzo this week. The fraudster told me again there has been fraudulent activity on my card and direct debits set up on my account and pressured me in to believing that i must act immediately and move my money to a new account number and sort code rather than being issued with a new card from monzo again. I challenged them and they told me to check the back of my monzo card as the number they called from and the one behind my card were exactly the same i also googled monzos number and it was the same as the fraudsters. I am now out of £6500 as they made me bank transfer the recipient name was mine but these new account details were the fraudsters and i am extremely worried and anxious as monzo has not got back to me yet and i dont know if anyone else has experienced this too. And whether i will be refunded please help.
Monzo will also need to know if you ignored a confirmation of payee warning. Do you know the first two digits of the sort code you sent the money to?
I know and sent them the account details it was sent to and even sent them the call log displaying monzos number i had no reason not to believe it was not monzo and also i was not given a scam warning fraud prevention guide when my new card was issued this week prior to this scam!
Oh dont take me wrong. What I mean, if Monzo are roughly following the scam code there is a second element where customer ‘fault’ is considered. I totally believe you thought you were speaking to Monzo, especially after having recent card fraud. However Monzo might have given you a confirmation of payee warning and this maybe considered sufficient in declining a claim. Do you know what bank you sent the money to?
Yes it was barclays and santander as they said its a technical error and hung up and called again i dont understand why there is nothing online about monzo number spoofing and how the exact number is on everyones monzo debit card. I challenged them and googled this number and when u type this monzo number online a message in relation to fraud comes up with monzos number i was spoofed with! And to report my case i had to call the same number i was scammed with. I dont understand why they would not refund me but the long waiting hours is giving me severe anxiety and stress!!!
They can’t give it back instantly without investigating.
Call/email spoofing is common and there’s nothing Monzo or any other bank can do to stop that.
They will do their investigation and they’ll get back to you. Showing the incoming number on your phone is good proof for you.
I know it’s worrying but just try to stay calm and let Monzo do their thing.
I’m afraid there is loads of information online, both about number spoofing in general and Monzo number spoofing in particular. I know this because I have commented on this before myself, both on this community and on Reddit.
I’m sorry you got scammed. Monzo apply the spirit of the APP scam code, so hopefully you will get a good result. I see you’ve already found the other most recent thread where people have shared their experiences, so hopefully that will also have been of some help for you.
Unfortunately you will have to be patient. As its not third party fraud they don’t have to refund you at all I’m afraid. They will at least try and recover the money from the other banks. Failing that they may consider you for a refund. The turn around in these situations can be up to two weeks with most banks (cant be sure on Monzo). I would imagine they might take issue with confirmation of payee being ignored. I’m sorry to say but Santander and Barclays both participate in confirmation of payee. As to number spoofing, its nothing new. A number of companies provide a cheap service to spoof almost any number.
I’m really sorry to hear that this has happened to you
You’ve had some really helpful replies from other community members - they’re exactly right. We have a specialist team which looks into this and they’ll investigate and get back to you as soon as they can.
We have written a blog post on when and how we’ll contact our customers - I’m sharing here just for anybody else who might be reading the thread and as a warning to them:
What I don’t understand is why you would think Monzo would ask you to move money to a different bank.
Once there you couldn’t have got to it yourself. I can partially understand if it was another Monzo account.
Alex, it’s easy to think that way but these people are extremely good at putting people off balance and sowing seeds of doubt and make people believe them. If it didn’t work then they wouldn’t do it.
They didnt say it was another bank they said it was another monzo account number because prior to this monzo issued me a new debit card and i received it this week and when i got the call from the fraudster i automatically thought iv had fraudulent activity on my account again. The fraudster pressured me to think my account is not safe and i need a new account number and my mobile app will update shortly
If you make a payment to another bank the icon of the bank appears next to the sort code. So Barclays would have a blue eagle.
No they didnt the money i was moving to the account and sort code had my name as the recipient and i was told there was technical issues with the first account details they were issuing me so they gave me new ones