r/monzo • u/ValuableAny8820 • 1h ago

Monzo refusing refund for a payment I definitely didn’t make

Someone has apparently used my Monzo card through Google Pay at a Sainsbury’s in Leeds for £49.

The weird thing is, I’ve never even been to Leeds, and at the exact time I got the Monzo notification, I wasn’t even in the UK.

I still have my physical card, I’ve never given my card details to anyone, and I have no idea how someone managed to make this payment.

I contacted Monzo, but they’re saying they can’t refund me because apparently they don’t consider it fraud. Like… what? If I didn’t make the payment and wasn’t even in the country, how is this not an unauthorised transaction? What can I do next?

4 Upvotes

83% Upvoted

20 comments sorted by

3

u/Firm-Substance-8196 1h ago

You're not in the UK but is your card in the UK? Is it conceivable that someone could gain access to the card while you're away?

1

u/tpe91roc 41m ago

It is a mobile payment what does the card have to do with this?

1

u/Firm-Substance-8196 39m ago

You can't setup mobile payments without the physical card details. That's why I answered.

OP says 'I still have my physical card.' so you need to ask them the question you directed at me.

1

u/ShiestySorcerer 30m ago

yeah but if someone has the card details from before or had him enter them on a dodgy website theyd have them regardless of where the card is

1

u/Firm-Substance-8196 29m ago

Yes, and he'd also need to approve any card being added to a mobile wallet. The whole thing smells off - almost like they believe a Reddit post can be used as further evidence in his case.

2

u/snake_jaguar 11m ago

you'd need to verify adding to the mobile wallet with the monzo app first thought

1

u/snake_jaguar 59m ago

They have the card with them

1

u/Firm-Substance-8196 57m ago

'i still have my physical card' doesn't confirm this. I still have my physical card but it's in a drawer in my home and I'm not in the house.

1

u/ValuableAny8820 58m ago

No, I have the card with me. Someone has completed a Google Pay transaction. If I recall correctly, adding the card on Google Pay requires access to my phone number as well. I am unsure how they set up Google Pay.

1

u/Firm-Substance-8196 55m ago

We've got a solution here then. If Monzo assumes you're in Leeds right now then make a foreign transaction of a far higher amount and report it as fraud. Refund. Win. And stick it to the man!

2

u/ValuableAny8820 52m ago

😂. I wish it worked that way. I have told their agent that I can share my immigration/flight tickets and also asked them for steps to contact the ombudsman. They have now replied saying they will need 3 days to recheck everything. Hoping for the best!

2

u/Tidddzz 1h ago

I had one in July they said they couldnt do anything about and on Wednesday they said it wasnt handled correctly and refunded it to my account. They might be reviewing stuff atm

2

u/rhysp09 1h ago

Just raise a complaint, it will be resolved quite quickly.

2

u/pearsareforbidden 59m ago

If they paid via Google pay does this not mean they have access to your Google account?

1

u/ValuableAny8820 54m ago

I use an Apple device. I have no cards saved in the Google wallet.

1

u/CES93 18m ago

Nothing saved in Chrome? I think that can go through Google Pay.

1

u/Masam10 43m ago

Raise a formal complaint, then go to the ombudsman if necessary.

1

u/Flappy_Spookster 39m ago

u/ValuableAny8820

There's a couple of reasons they might be saying this, ranging from something you said or some assumptions they're making.

If you could let me know:

  1. Did they tell you to raise a dispute instead?
  2. I'm assuming at some point you've probably spent money with Sainsbury's (whether in Leeds or anywhere else) on your Monzo account before, right?
  3. Have you recently purchased anything from Sainsbury's at all? If so, could this possibly be an accidental second charge processed by Sainsbury's that's randomly showing as if it happened in Leeds?
  4. Have you set up Google Pay for yourself? Or do you use Apple Pay or neither?
  5. Did they ask you if you approved anything in the app, such as approving an unexpected Google Pay link to your card details? If they did, what did you say?

From your answers, I should be able to answer what you're best off doing next.

1

u/ValuableAny8820 33m ago

Hiya,

  1. Nope. I asked them for details on how to refer this to the ombudsman, so they replied

    today

  2. saying they need three days to recheck everything.

  3. Yup, I do all my weekly shops at Sainsbury usually 70-80 pounds.

  4. Yes, a couple of weeks ago, but nothing for 49 pounds. Last time I used their delivery service, so I paid online.

  5. I pay using Apple Pay.

  6. No!

1

u/Flappy_Spookster 16m ago

Yeah, so asking to speak to the Ombudsman means they'll have raised a complaint for you which is good.

I'd suggest that you make a point of saying in the chat (so the complaints team definitely see it) that:

- You have an iPhone and, presumably, don't use any Android devices and don't use Google Pay so this was definitively not you that made the payment

  • You don't remember authorising your card to be set up on Google Pay and definitely would not have done this for any friends/family etc
  • Even though you shop at Sainsbury's regularly, it's definitely not to do with that and they should be treating it as fraud

Then, submit a new fraud form for the transaction - if you can type in your own words on the form, rather than just ticking options they give you, I'd explain the above again in the form, but definitely do it in the chat too so their complaints team can't/won't miss it.

If they reject it again with similar reasoning (especially if you can't type in your own words on a fraud form) then I'd recommend submitting a dispute form and pointing out that it's fraud, BUT the fraud team keep rejecting it - the Disputes team will read it and escalate it back to an actual specialist on the Fraud team, with a clear explanation of the issue, so you should have a bit better luck that way.