Monzo — fraud on Joint DD

smigglechops

On the 14th March our joint bank account was hit with 5 transactions in total £650 taken out of the account  disguised as Apple Pay payments to 5 different Revolut accounts , and if we had not reacted promptly due to notifications on our watches it could have been allot more running into £1,000’s Monzo have shut the door and said that it’s not fraud and we must have done this ourselves, naturally we have complained and there investigation has uncovered NO fraud . Yet when we have spoke to Apple they confirmed to us no transactions had taken place on the account that day  , further investigation by myself from the information received via Monzo the relevant unique numbers associated with Apple Pay are missing also which proves we did not make the online transactions. Customer services and the  so called fraud team are a joke and just dismissed everything we have raised with them , they even refused to contact Apple . 

Then once we said we would be taken it further , the deleted all the web chats we had with them , thankfully we screen shot everyone .. 

In a nutshell be very very careful with this bank , this is now with the financial ombudsman and hopefully this will be delt with accordingly and our money will be returned . 

Yes the app and child account is brilliant but the security of your account is non existent, 

So be warned , my advise swap to another bank or you will end up getting fleeced as we did. 

born_again

Raise a complaint.
if it's not resolved to your satisfaction. Then take it to FOS.

GreenScepter

smigglechops said:

Then once we said we would be taken it further , the deleted all the web chats we had with them , thankfully we screen shot everyone

Are you sure it was deleted? I contacted them a few weeks ago and for a while there was a shortcut to the chat at the top of the app's home screen, and I believe on the first page after tapping help. After a while the shortcuts were gone but when I search for the chat option and open it, it still shows the transcripts. I can still see it now.

Still, it was a good idea to screenshot the chat anyway. For an app with so many features it is a bit strange they don't have an option to export chat transcripts.