This looks suspiciously similar to other cases, it looks like someone has worked out how to game Monzo’s fraud system potentially.
Multiple smallish payments in quick succession to gambling companies not being flagged and blocked by Monzo.
No 3DS, accounts with no gambling history etc.
So far, I’ve had 4 emails from Monzo, each one a different name, Damien, Luna, Lina, Anthony, all of them asking exactly the same questions, all of them asking for ID, and each time, I reply to them, and wait, until the next person emails, asking for the SAME DETAILS in exactly the same way. I’m quickly realising that i’m emailing a bot and NOT A REAL PERSON!
I’ve 2 months of this until the ombudsman steps in… the chances of getting my money back are slim…
Stop emailing. Stick to chat.
And reset the passwords. Including all websites that may use the same password
the last time I used monzo chat, I had to ask if the person was a human or a bot. the answers I were getting were… strange. smacked of someone/thing not really reading/understanding what I’d written, and just going through the motions. and then the final insult, once I’d given up, commonplace in customer service these days “can I assist in anything FURTHER?”. the sooner that companies REALLY value the importance of timely & intelligent customer services, the better.
Yep, im sure im dealing with a bot with assumed names such as lisa, luna, Damien, and Anthony-im simply not getting anywhere with monzo, and as soon as i get my new card, im withdrawing EVERYTHING-i just dont trust monzo at all, and ill set up a new account with a proper bank…
It isn’t a bot.
If you email with a fraud issue, what do you expect them to do? Just take your work for it that you’re who you say you are and then proceed? They have to validate who you are. You’re getting multiple people because you’re sending multiple emails.
They’ll have a template that they reply with so they make sure they ask the right things, soon you’ll be getting replies to them all (if you’ve replied)
Ive replied 3 times now, but i just keep getting the same emails over and over again asking me yet again the same bloody request- all written exactly the same way, tell me thats not a bot firing emails to me, and not getting things done…
Quite a few people in the topic (some several times now) have advised sticking to the app chat. It’s easier for Monzo to verify who you are and as someone mentioned above it sends them all the detail they need without needing to ask you for it. Thus reducing the back and forth.
Have you used the in app chat like we keep saying? Appreciate this is a stressful time but presumably you’ve come here for advice, and folk are trying to help you as best they can here.
I wonder why Monzo can’t detect a customer is engaging in multiple concurrent chats about the same thing 
Their reply should be telling the customer to stick to one conversation. Surely it helps them be more efficient too!
Emails will be worked on a case by case basis. The chances are that agent will see the email, not have enough to do verification and just send off a blanket email asking for details. Rubbish, but that’s how a lot of agents do it, mainly to hit productivity metrics. Not just monzo, but elsewhere.
This I imagine is probably quite disconcerting. If you absolutely have to go via email (and I would as others suggest chat/waiting for the Fraud team to deal with it) then consider putting your personal info in the email so that the agent can complete verification and access the account.
However also be prepared for any agent to realise the fraud team are involved, realise it’s out of their hands and then carbon copy response you. It sucks but that’s common for most banks. I had a fraud issue with TSB and with HSBC and both of those the fraud team were untouchable and seen as an internal department only.
Good Luck in resolving this
One thing that does concern me though… when i get my new card, will that stop the fraudsters? Im worried that as soon as i get my card, they will continue to drain my account…i have 3 other pots with sums on them, and i need to get to them asap…
Your old card numbers were compromised somehow, your new card will be fresh and you’ll have no issues.
Unless you have an account with 888 sport and it’s that which has been compromised.
You never confirmed if you do, or not.
When I did CS at a bank, ‘these gambling transactions are fraud’ was one of the most common fraud claims. So it’s not just Monzo.
There’s a lot not confirmed. Questions not being answered. Relies being ignored. I just hope this isn’t how the help is being done or it will take an age.
It may be for other banks fraud systems too, but it looks like someone has worked out multiple smallish payments in rapid succession without 3DS won’t get flagged by monzo automatically, that’s what I meant, not that card fraud is unique to monzo.
Here’s someone else on twitter complaining about the same tactic
That’s normal too. It’s a way of getting the maximum amount out of the account. If you try one big transaction it may just decline if there’s not enough balance, so lots of smaller transactions are the way that’s used to drain the account.
In gambling it’s also just the way the high stakes games work. I’d also add that multiple gambling transactions in the early hours are very common in general - fraud or not.
I enabled it for £10 monthly Direct Debit to the National Lottery, maybe I need to rethink this