Direct debits aren’t affected by gambling block, gambling block stops card transactions
I couldn’t set it up the on the website until I disabled Gambling
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Just had a 5th email message asking if they could help. So far, ive had lisa, luna,anthony, virgil, and damien all ask the same repeated questions, and asking me to submit further details, such as address, account number, post code and other details, which of course ive sent to them over and over and over sgain… do you notice a pattern here, and i see my chances of getting my money back slimmer and slimmer…
I really don’t mean to be rude and I understand this is a stressful situation.
But you are not listening, giving the correct info or helping yourself in any way. Stop emailing them. Use the chat and provide the answers to the questions that you are being asked.
If this is legitimate fraud you will get your money back. You are causing the extra stress/delay.
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Ok, I’m going to try and offer advice - feel free to disregard of course!
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It’s been 1.5 working days since this happened - what has chat said? This is the best way** to get to where you need
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Pause, reset, grab a brew and let the fraud team do their thing - if things are good they’ll sort it and you will get your money back
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Stop going via email - you’ll keep falling into the same loop and it will not get you the answers you want. It’s primarily for people who can’t get into the app I understand vs a prime method of contact for customers.
I appreciate you want answers but unfortunately you’ll have to wait
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It doesn’t appear to have been that long.
The topic was created late Friday evening, so only half a working day so far.
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Updated 
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As said above and much earlier, the best thing to do is stop emailing. This post puts it best as to why email is not the route to try:
Use the in-app chat. If you have reported the fraud in-app, I believe you should have a message saying it has been passed to the fraud team and setting out a rough timeline on what will happen next. If Monzo do not meet this timeline, by all means make a formal complaint - again, do this in-app.
However, if Monzo have told you that the case has been passed to the fraud team, and the timeline the fraud team have given you has not overrun, you’ll just have to be patient. Front-line CS are not going to be able to help, they can only pass your messages on to the fraud team for them to contact you. I understand this is frustrating, but it’s also not unusual - others have mentioned examples of other banks having fraud teams that are similarly difficult to reach.
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Fully works with mine, are you sure they weren’t trying to do an active card check or something. Direct debits are separate to card transactions, different systems.
The timeline is actually regulatory, not down to Monzo. It’s until the end of the next business day, which would be today. After that, the OP is entitled to file a complaint.
However, a complaint may result in some compensation, however likely won’t speed up the investigation.
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It was definitely considered binding where I worked. Any complaint on the issue, it would be assumed to automatically succeed at the FCO so would be settled before that point. That’s also the maximum timeframe, the main point is that it should be investigated and refunded as soon as possible.
Yes yes, that must be it. It was a card check which was required to set up the DD from National Lottery’s website?
But now that the DD is set up, I should just disable gambling
Thank for that.
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Yeah thought it might be some kind of random ID is this person legit check. So yep free to put it back on as the DD will be fine now.
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