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 All of a sudden, about an hour ago, multiple amounts of £50 was being withdrawn from my account, one after another.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
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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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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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Do you mean transfers? In which case freezing your card wouldn’t do anything?
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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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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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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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yep twice now!
Just to be clear. These withdrawals of £50 were straight from the app. While using the monzo app, i saw as each withdrawal was draining out of my account heres what i saw
They aren’t withdrawals, they are card payments.
You’ve reported them as fraud, if Monzo agree, you’ll get the money back.
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Do you have 888 and Paddy Power accounts already?
If yes, you should check them for activity.
If no, you should also reach out to Paddy Power and 888 and find out how signed up in your name.
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I will, I also sent them the screenshots you can see. As you can see, there are 8 card payments, and all these came out of my account within seconds, I could literally see them, as I was logged onto Monzo at the time, if I hadn’t had my phone nearby, and able to freeze the account, they could have took out a whole lot more! It was scary seeing the payments withdrawing from my account!
Graham
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Did you report these directly in the app by tapping on the payment, scrolling down to the bottom and tapping on something wrong? Get help? Then reporting as fraud that way?
I’m guessing you have as you’ve got a replacement card on order.
As frustrating as it is your claim will be in a queue and reviewed as quickly as possible by somebody.
Most likely the team who are picking up the emails aren’t the same team dealing with the reported fraudulent payments and emailing us won’t speed their review up I’m afraid.
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