Overview

• Kelle Cowell, 25, was targeted in a sophisticated Monzo impersonation scam in March 2024, leading to a £6,000 loan being taken out in her name.
• The scammers used her personal details to gain her trust, convincing her to transfer £580 and initiate the loan under false pretenses.
• Monzo initially held Cowell liable for the loan, causing her credit score to drop from 995 to 637 due to missed payments.
• After seeking help from ActionFraud, the National Debtline, and the Financial Ombudsman Service, Monzo ultimately resolved the issue on May 27, 2025.
• The bank canceled the loan, updated her credit file, refunded the stolen funds plus interest, and provided compensation, while issuing a formal apology for the delayed resolution.