Monzo fraud - they refuse to do anything!

AmityNeon

Nervalslobster said:

The thing is, they aren’t investigating! No one has rung her back and she has now rung them seven times attempting to sort this. They hung up on her twice. She is at her wits end as she desperately needs the money that was in the account.

How do you know they aren't investigating? As far as Monzo is concerned, there is no trace of the account and the matter is closed? Are you sure that's the final impression your daughter is left with, despite her informing them she still has the debit card and can use it to check the balance at an ATM?

If so, an official complaint needs to be raised, and if necessary, escalate to the FOS.

Hoenir

AmityNeon said:

Nervalslobster said:

The thing is, they aren’t investigating! No one has rung her back and she has now rung them seven times attempting to sort this. They hung up on her twice. She is at her wits end as she desperately needs the money that was in the account.

How do you know they aren't investigating? As far as Monzo is concerned, there is no trace of the account and the matter is closed? Are you sure that's the final impression your daughter is left with, despite her informing them she still has the debit card and can use it to check the balance at an ATM?

Something doesn't ring true. The account cannot be both visible and invisible. 

km1500

there something not quite right here - it is not that easy to hack into an iPhone and then hack it into three bank accounts and then make one of them disappear

sassy_one

Something isn't adding up with this.
To hack an iPhone is much harder than an Android device and then access three bank accounts, which will each have it's own security level then empty said accounts, then one disappears apparently. 

There is no way a debit or credit card would work on an account that isn't found or closed with a bank either.

To set new Payees up to would of resulted in additional security passes needing to be completed.


I'd very much expect a fraud investigation against your daughter being launched and a CIFAS marker being added for First Party Fraud.

Monzo are the type of bank who usually will involve Police also so your daughter could expect a visit from them to.
For the values you are discussing expect the banks to speak to the banks that the funds were sent to and they'll also be frozen.


Not going to be a easy resolve OP, as I'm afraid it all sounds too far fetched.

grumbler

sassy_one said:

To set new Payees up to would of resulted in additional security passes needing to be completed.

What sort of additional security is it for Monzo? An SMS sent to the very same phone?

xylophone

I'd very much expect a fraud investigation against your daughter being launched and a CIFAS marker being added for First Party Fraud.

And in the OP's place, I would resent your comment which seems to me to be verging on libellous.

400ixl

sassy_one said:

Something isn't adding up with this.
To hack an iPhone is much harder than an Android device and then access three bank accounts, which will each have it's own security level then empty said accounts, then one disappears apparently. 

No it isn't if the pin code is used to log in and has been observed. If that same pin code is then used for apps then its a simple task to be into the apps.

It is one of the main things that thieves look for, people logging in with a pin that they have observed with the expectation the same pin will be used for apps.

You should not use the same pin for logging into apps. You should ideally use biometrics for logging in and for apps where possible.

General comment as no idea if this was the way in which they accessed the banking services.

Shakin_Steve

This is all getting a bit Agatha Christie, we need to wait and see if the OP comes back with any further developments. Not sure I would.

Lions_89

grumbler said:

Nervalslobster said:

She had her phone stolen at the weekend and despite it being locked with passcode and face recognition the thieves have managed to access it, and her accounts. They have also hacked her email. 

Santander (her main account) and Revolut ... Monzo...

OOT, but it always surprises me how vigorously all banks persuade/force all customers to install and use their mobile apps.

That said, I don't believe that it's that easy to 'hack' all accounts if the phone really was locked when it was picked from her pocket. I understand why Monzo aren't very keen on refunding without any investigation.

I have two phones, one has the banking apps and stays at home. The other is used out and about but if stolen would be useless in regards to my bank accounts. The extra phone cost me £12 a month. Both SIM cards are locked. Yes it’s inconvenient some times but I’d rather have the security.

grumbler

Lions_89 said:

grumbler said:

Nervalslobster said:

She had her phone stolen at the weekend and despite it being locked with passcode and face recognition the thieves have managed to access it, and her accounts. They have also hacked her email. 

Santander (her main account) and Revolut ... Monzo...

OOT, but it always surprises me how vigorously all banks persuade/force all customers to install and use their mobile apps.

That said, I don't believe that it's that easy to 'hack' all accounts if the phone really was locked when it was picked from her pocket. I understand why Monzo aren't very keen on refunding without any investigation.

I have two phones, one has the banking apps and stays at home. The other is used out and about but if stolen would be useless in regards to my bank accounts. The extra phone cost me £12 a month. Both SIM cards are locked. Yes it’s inconvenient some times but I’d rather have the security.

Well, that's not what banks expect when pushing us to use their apps. By definition phone is mobile. At home it makes much more sense to use a tablet, but, personally, I prefer a PC.

And if your 'extra' phone is the one that stays at home, why does it cost you £144 p.a.? That's a lot IMHO.