Monese - fraudulent activity on my account and very little help from them so far

SpanglySi

Yesterday I was woken up to repeated alerts from my Monese account on my phone. Turned out there had been multiple purchases using my monese card in Jakarta of all places.  About £60 pounds worth of transactions, all in all.  Anyway, card cancelled but, after talking to Monese, it turns out I have to do all the chasing to get the money back, including talking to an Indonesian payment provider which is all fun and games with the language barrier.

Anyone know where I stand with this? I mean, it's pretty easy to prove that I wasn't in Indonesia and, looking at my previous transactions on Monese, all my transactions have been physically at a store or amazon and Steam so I don't *think* my details were nabbed via a dodgy website!

grumbler

Is your card with you?

Zanderman

SpanglySi said:

Yesterday I was woken up to repeated alerts from my Monese account on my phone. Turned out there had been multiple purchases using my monese card in Jakarta of all places.  About £60 pounds worth of transactions, all in all.  Anyway, card cancelled but, after talking to Monese, it turns out I have to do all the chasing to get the money back, including talking to an Indonesian payment provider which is all fun and games with the language barrier.

Anyone know where I stand with this? I mean, it's pretty easy to prove that I wasn't in Indonesia and, looking at my previous transactions on Monese, all my transactions have been physically at a store or amazon and Steam so I don't *think* my details were nabbed via a dodgy website!

Doesn't have to be a dodgy website - could be an infected computer or phone. 
Do you have active virus protection and have you run a recent full scan?

born_again

You could try reminding them of the Payment services Directive 
And the timely refund of fraudulent payments. But as they are not FCA regulated you have not recourse to FOS if they do not.

noh

born_again said:

You could try reminding them of the Payment services Directive 
And the timely refund of fraudulent payments. But as they are not FCA regulated you have not recourse to FOS if they do not.

According to the FCA register they are and you have recourse to the FOS
https://register.fca.org.uk/s/firm?id=0010X00004QChyhQAD

born_again

They do not list they are FCA regulated on their site.
Also notice in your link..
Complaints about regulated activities that this firm has permissions for may be covered by the Financial Ombudsman Service. 

A firm that we have given permission to issue electronic money (e-money) and provide payment services.

Not a full bank 👍

All Op can do is take it forward on the PSD basis. If they do not refund then complain & see where it goes. If they do not resolve then Monese will advise in the deadlock letter if they can go to FOS.

eskbanker

https://www.financial-ombudsman.org.uk/files/298679/DRN-2387100.pdf is one of seven Monese complaints published by FOS....

Daliah

eskbanker said:

https://www.financial-ombudsman.org.uk/files/298679/DRN-2387100.pdf is one of seven Monese complaints published by FOS....

Incredibly, the Ombudsman refers to Monese as a bank!!!

Nice ruling though.

noh

born_again said:

They do not list they are FCA regulated on their site.
Also notice in your link..
Complaints about regulated activities that this firm has permissions for may be covered by the Financial Ombudsman Service. 

A firm that we have given permission to issue electronic money (e-money) and provide payment services.

Not a full bank 👍

All Op can do is take it forward on the PSD basis. If they do not refund then complain & see where it goes. If they do not resolve then Monese will advise in the deadlock letter if they can go to FOS.

If you look at the FCA register for any organisation the same statement "Complaints about regulated activities that this firm has permissions for may be covered by the Financial Ombudsman Service" is made for them all.
ie Barclays Bank https://register.fca.org.uk/s/firm?id=001b000000MfF1EAAV

No one claimed Monese is a bank.

The FCA registration numbers of the various entities involved are stated in their T+Cs
https://monese.com/gb/en/terms/terms-information?jur=GBR&type=private_terms&locale=ENGLISH&d=2021-09-28

as is what should happen in the event of an unauthorised payment paragraph 2.19 of those T+Cs states

"2.19 Refund of unauthorised payments

If we can’t show that the payment was authorised by you, we’ll:

• refund you the amount of the unauthorised transaction; and 

• refund any fees/charges so that your Monese Account is in the same state it was in immediately before the unauthorised payment was made.

We’ll do this as soon as possible, and no later than the end of the next Working Day after you notify us of the unauthorised payment."

I suggest the op contacts Monese customer services and point them toward this part of the T+Cs

noh

This one is more relevant to the OP albeit different circumstances.
https://www.financial-ombudsman.org.uk/files/262902/DRN7892144.pdf

Daliah

noh said:

No one claimed Monese is a bank.

As I said, incredibly, the Ombudsman refers to Monese as a bank