Scammed and chat not replying

Hi,

I have recently had a lodger at my house who has watched me log into my online banking and when I was asleep has used this to send money to himself. When its come time to pay my electric the £90 had been moved from my savings pot and send to himself clear as day when I was asleep. I have reported this to the police and tried getting my money back/assistance via monzo chat. As nice as they have been I feel they are not taking me serious and I am genuinally thinking of making a claim elswhere with monzo.

How do i get my money back and some assistance?

Been a customer many years and this is not the only issue I have had with monzo but the only one I have had to report due to my financial situation and the police not doing anything.

Any help appreciated.

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All you can do is wait and see if Monzo believe your story.

Then if/when they deny refunding you the money, you can take it to the ombudsman.

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This shouldn’t have been possible as to send a payment you need to enter a PIN number or use TouchID/FaceID

Did they see this entire process?

I’m not saying you’re lying and you’re likely not, it’s difficult to prove it wasn’t you

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I feel your best hope is a goodwill gesture from Monzo. The onus is on you to ensure your PIN is kept safe and secure (which would be needed to move the money).

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So they gained access to your phone whilst you were asleep, bypassed any face/fingerprint/PIN lock that may exist on the phone, logged into Monzo, transferred money from your savings pot and then transferred that money to themself using your Monzo card PIN?

I can see why Monzo are taking their time, but as has been stated by others, your only approach is to wait.

I hope the lodger has been kicked out at least!

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