Monzo fraud team useless.

Hello guys,

I am writing this post for help, If someone has been through something like this or has any knowledge that could help me I’d be forever grateful.

Last Thursday around 11pm at night someone made a fraudulent transaction on my account of £1125 that I only saw the next morning on Friday because I was sleeping when this happened. As soon as I saw it around 9am that Friday on my notification screen, I confirmed by logging into monzo and my account had been left on minus.

I reported it immediately on the app and they done two rounds of questions asking if my card had been stolen or my phone had been stolen which I answered no. Then they ask more questions if someone had access to my Apple Pay I said no.

So they come back with a rejected fraud report on the Sunday. I called the monzo number immediately and all the lady could say on the phone is that I had used it and that she could see on her report it was Apple Pay etc, i repeatedly said to her that it wasn’t me but all she could say is that she could see on the report that it was me and that it was not a fraud transaction, i got really frustrated on the phone with them and still no help. All they said was to email help@monzo for the report.

What can I do in this situation? Who can I contact other than monzo? Also, does anyone know how it would be possible that they say it was done with Apple Pay when my phone and card was with me? Another thing, that I mentioned on the phone call, on the app it says if was an “online transaction” to this website laptronics.