Ive just had the shock of my life! All of a sudden, about an hour ago, multiple amounts of £50 was being withdrawn from my account, one after another. I immediately froze my card, just before two attempts of £50 were trying to get out of my account. I froze the card after 6 withdrawals were made in about 40 seconds… i ordered a new card and made a fraud notification to monzo. My new card arrives on Tuesday, but how long do i have to wait before my stolen money gets back into my account?
Cheers
Graham
Do you mean ATM withdrawals?
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No, withdrawals coming directly from my monzo account, while i was logged on-i could literally see the cash going out!
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Unfortunately only Monzo can tell you that. Good luck in getting the money back.
Also cool avatar.
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Millpool……
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This is why my cards are permanently frozen. Would be nice though to get some more granular control on what aspects are frozen though.
Cough, cough, hint, hint Monzo. You’ve been listening lately so let’s hope this is something you’re already working on. 
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So atm withdrawals?
Do you mean transfers? In which case freezing your card wouldn’t do anything?
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That’s what I was thinking…
It’s odd how someone would use the word cash in relation to a transfer but I guess from an economic terminology perspective it makes sense
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I am sorry that this happened to you - I’ve been the victim of fraud and it’s never nice! am I correct in assuming the 6 withdrawals you are referring to were successive (inc attempted) card transactions? (thus deducting successful transaction amounts from your available balance). If not, was an individual transferring money from your account to another and if this is the case it would be useful to know how this was done (because it simply shouldn’t happen).
Hey there!
Sorry to hear about what has happened, as mentioned our Fraud Team are supposed to adhere to a 24hr turnover to reach out regarding any fraud disputes.
This doesn’t necessarily mean you’ll be provided with an outcome at the same time, but they should reach out just to acknowledge and let you know they’ve started their investigation. They are experiencing some unprecedented demands for support recently so we really do appreciate your patience but can appreciate this definitely is a stressful time 
Hopefully we’ve reached out by now, if not you are well within your rights to chase us for an update if we can provide one.
Hoping this is sorted quickly for you. 
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Can you tell me how to chase this up? Via app? Or maybe email? If so, do you have an email address?
Cheers
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Stick with the chat
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Only 2 of mine are not frozen, this is exactly why.
The 2 accounts not frozen also have bare minimum money in, keep most of my money in pots then transfer out as and when needed.
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So using logic you either don’t have enough staff, or there has been an increase in fraud recently. If the latter, do you know what is driving it? If the former - why? That is a department which can set you apart from others in a highly stressful situation for consumers.
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It’s the former, you can wait hours to get a reply from Level 1 general help, which is not surprising as I tried applying as a CSOP, it’s not easy (as it shouldn’t be)
I heard that Monzo have streamlined the hiring process since I tried applying a couple years ago
Hey @lpoolrob
You’re right, its definitely a very stressful situation for people who are victims of fraud, unfortunately I dont have any information nor am I aware on whether we are having staffing issues.
But what I do know is there is a large demand for that teams support at the moment. Wish I could share more, I hope OP gets the support they need ASAP happy to talk more in DMs and not take over the thread. 
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Too right its stressful! Ive had just one notification from monzo in the last 24hrs and that was to verify who i am, and to provide proof. So far, in 28hrs its been very stressful!
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Well well well, it looks like im going to be thrown from pillar to post, as ive feared 
today i receved yet another email this time from a guy called Anthony, ( earlier it was some guy named Damian who asked for further details) who seems obvious to my complaint, as he’s written "thanks for getting in touch! Could you gelp and confirm how i can help you today? Luckily, ive asked resolver to step in and they are keeing track of all correspondence with myself and monzo. In two weeks i can escalate this to the financial ombudsman service, and by monzos track record so far, this is likely where I’ll be headed… im not expecting much, and in fact they hope im going to step away from this…
Graham
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Try not to stress yourself out. Don’t worry about the ombudsman or anything like that yet.
If it’s genuine fraud then Monzo will give you the money back.
Have you explained clearly what the issue is?
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