Scammers managed to steal £3,500 from the business account of theatre producer Hannah Crawford, causing a significant setback for her company, Thistle and Rose Arts, just before the Edinburgh Fringe festival, their most important event. Hannah was forced to chase after Monzo, her bank, in order to speak to one of their banking specialists. The incident occurred when Hannah received a phone call from an unknown number claiming to be from Monzo, informing her of a fraudulent payment attempt. The scammers obtained her personal information and tricked her into authorizing payments to a money transfer service. Hannah contacted Monzo immediately, but it took them five weeks to respond and provide support. This stressful experience impacted her ability to pay her staff and temporarily put her show’s reputation at risk. Eventually, after This Is Money intervened and contacted Monzo, they refunded the stolen amount and offered compensation. The incident highlighted the need for better support and communication from the bank’s side. The Financial Conduct Authority emphasized that payment providers should promptly address fraud concerns and provide support to meet customers’ needs.
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