I had £420 fraudulently taken from my monzo account. My card was still in my possession and my pin has never been shared with anyone. Somehow the individual making the transaction was able to circumnavigate the monzo security features which is that any online payment requires you to input a pin sent to your phone/app. On this occasion that did not happen and so the payment went through. Monzo recognised there was a problem as the company proceeded with my request to cancel my card and replaced it straight away. I immediately reported this to Monzo as a fraud. I heard nothing. I had to message Monzo asking for an update. This took 2 weeks. Still no one responded to my request for an update. I was then advised that the £420 would not be repaid. No explanation given. No information provided as to how they came to that decision. No information given about the complaints procedure. I have been trying to get a response from the complaints team for about a month. I haven't had a response. The only replies I get are to say they are busy which I think tells you everything you need to know about Monzo. My advice is not to use Monzo-ever. If you have money with monzo I would move it today to a reputable bank that will protect your money from fraud. I would recommend the cooperative bank who, when I had a fraud previously, immediately sought to repay the money taken.