Bank fraud

[littletikes27]

I was out shopping yesterday and used my card as normal, paid for parking etc.

I must have dropped my purse in between the machine and my car as when I got home I had notification from my bank saying £1500+ had been spent on Ryan air flights and I needed to authorise payment to very and Argos. I contacted my bank straight away and froze my card and waiting while they looked into it.

Today they have came back and said they'll not be reimbursing me as they can't see how it was made by a third party. I said a payment that big should have needed authorising anyway and they have now closed my account with no intention of giving me my hard earned money.

I have looked online and it says I'm covered under the payments services legislation but they don't seem to care.

Has anyone had any experience this and what can I do? 😒

Sounds like they’ve got you in the complaints process, the Ombudsman won’t usually look into the case until the firm have used up the allowed time (in this case 15 days, for other complaints its 8 weeks) unless there’s exceptional circumstances or hardship involved. Hopefully it’ll be resolved quicker than that though, good luck!

Have you reported this to the police? If not, please do it ASAP and get a crime number.

OP I work in a bank. Threatening to go to the ombudsman won't work because banks take a clear stance on not being held to ransom. Also if they feel they have a strong case it can actually be helpful to their reputation when Fos find in their favour.
The ombudsman won't actually take your case until you've exhausted the complaints process so wait for their final response and take it from there. If it helps Monzo actually have a good reputation so far in terms of customer experience so you may find they realise the initial investigation was inadequate. If not go to fos.

Had a response this morning from complaints saying to expect a final respond before 1st November so will have to wait for that 😒 thanks for everybody's advice