Monzo account was hacked, need help.

JayKay70

Hi,

I am asking on behalf of my sons girlfriend, before i start i will give some background.

She's 21 years old and recently moved to the UK to go to University, her father sends her £900 each month for rent/food etc etc to her Monzo account.

Whilst she was at college her card was stolen and somehow they got her Vinted (online clothes store) details and used it to access her Monzo account and then transferred the following:

£300

£300 (1min later)

£300 (1min later)

£300 (1min later) - (this failed as there was no funds left)

It was the last failed transfer that triggered her account as Monzo sent a email regarding this failed transaction stating the account has been blocked.

She then immediately contacted the local police and they created a police report.

Then she contacted Monzo via email and online chat but it's seems all of it is automated, she has been trying to get some information from Monzo but nothing, she keeps getting the same automated response.

She is lost of what to do and being in a country where she has no parents to talk to is very daunting for her.

Is there anything anyone can recommend for her to do to get her money back?......if possible?

All the best

Jay

PHK

This really isn't something for Consumer Rights. Please can you check with her because there's a few things that doesn't seem right. Just to clarify with her so we can give good advice. 

For a Monzo account you need to be a full time UK resident. Does she have an overseas Monzo account?

The police would normally refer you to Action fraud rather than create a report?

Monzo have a free phone phone number manned 24 hours for situations such as this. (And a normal number if abroad)

mebu60

How do I report a problem on Monzo?

The best way to contact our support team is to chat with us in the app.
You can call us for free on 0800 802 1281.

JayKay70

PHK said:

This really isn't something for Consumer Rights. Please can you check with her because there's a few things that doesn't seem right. Just to clarify with her so we can give good advice. 

For a Monzo account you need to be a full time UK resident. Does she have an overseas Monzo account?

The police would normally refer you to Action fraud rather than create a report?

Monzo have a free phone phone number manned 24 hours for situations such as this. (And a normal number if abroad)

She used a BRP card to create the Monzo account.

She received a Action Fraud report and takes 28 days.

She has constantly phoned Monzo but nobody picks up.

Hope this helps.

PHK

I would double check the phone number she is calling because a bank that routinely didn't answer it's emergency number would be in serious trouble. 

Okell

You're likely to get more helpful advice on one of the banking boards.

Report your own post (red pennant flag in bottom left of your post) and ask the team to move this thread to the most appropriate board here:  Banking & Borrowing — MoneySavingExpert Forum

JayKay70

PHK said:

I would double check the phone number she is calling because a bank that routinely didn't answer it's emergency number would be in serious trouble. 

First phone call it told her that there is a 25min wait, she waited 45mins and then it cut her off

Second phone call said this line is not available, please try again later

Third phone call same as second

Fourth phone call same as second

JayKay70

Okell said:

You're likely to get more helpful advice on one of the banking boards.

Report your own post (red pennant flag in bottom left of your post) and ask the team to move this thread to the most appropriate board here:  Banking & Borrowing — MoneySavingExpert Forum

Just looked at that link, not sure what Category i should ask this post to be moved too?

Okell

JayKay70 said:

Okell said:

You're likely to get more helpful advice on one of the banking boards.

Report your own post (red pennant flag in bottom left of your post) and ask the team to move this thread to the most appropriate board here:  Banking & Borrowing — MoneySavingExpert Forum

Just looked at that link, not sure what Category i should ask this post to be moved too?

Ask the team to move it to the most appropriate board.  You'll more likely find posters who can help you there on a specialist banking forum than a consumer rights forum

JayKay70

Okell said:

JayKay70 said:

Okell said:

You're likely to get more helpful advice on one of the banking boards.

Report your own post (red pennant flag in bottom left of your post) and ask the team to move this thread to the most appropriate board here:  Banking & Borrowing — MoneySavingExpert Forum

Just looked at that link, not sure what Category i should ask this post to be moved too?

Ask the team to move it to the most appropriate board.  You'll more likely find posters who can help you there on a specialist banking forum than a consumer rights forum

Thanks, done.

born_again

JayKay70 said:

Hi,

I am asking on behalf of my sons girlfriend, before i start i will give some background.

She's 21 years old and recently moved to the UK to go to University, her father sends her £900 each month for rent/food etc etc to her Monzo account.

Whilst she was at college her card was stolen and somehow they got her Vinted (online clothes store) details and used it to access her Monzo account and then transferred the following:

£300

£300 (1min later)

£300 (1min later)

£300 (1min later) - (this failed as there was no funds left)

It was the last failed transfer that triggered her account as Monzo sent a email regarding this failed transaction stating the account has been blocked.

She then immediately contacted the local police and they created a police report.

Then she contacted Monzo via email and online chat but it's seems all of it is automated, she has been trying to get some information from Monzo but nothing, she keeps getting the same automated response.

She is lost of what to do and being in a country where she has no parents to talk to is very daunting for her.

Is there anything anyone can recommend for her to do to get her money back?......if possible?

All the best

Jay

Asked to be moved to banking. Where there are plenty of these types of posts.

There is more  to this story than is being said.

Where was card stolen from?
No way does having card stolen gets them into vinted account or how this leads to £300 being transferred out of bank account several times.
This has got to be someone known to her, or how else would they know she has a vinted account? Knowing Monzo is easy, due to card. But getting into bank acc via card. No way.

Going to have to keep trying Monzo on phone or contact via App. But this will not be a quick refund from them.