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N26 refused to refund fraud after phone theft despite PSD2 N26 refused to refund clearly unauthoris

N26 refused to refund fraud after phone theft despite PSD2

N26 refused to refund clearly unauthorised transactions that occurred after my phone was physically stolen.

After the theft, the attacker gained access to my device and SMS, and multiple fraudulent transactions were made via Apple Pay and 3D Secure. I reported the theft immediately and provided a police report, a timeline of the unauthorised transactions, and evidence of account compromise.

Despite this, N26 denied my claim using a generic response: “You willingly authorised the transactions because Apple Pay / 3DS was used.”

This contradicts PSD2, which requires banks to refund unauthorised transactions unless they prove gross negligence. N26 provided no such proof and conducted no meaningful investigation.

The case has been escalated to the German financial supervisor (BaFin) and independent dispute resolution bodies.

N26’s handling of this matter has been dismissive and legally questionable. If your phone is stolen and your accounts are compromised, be aware that N26 may deny responsibility and retain your funds.

Date of experience: Feb 02, 2026

N26 will cut you off from MasterCard 90 days consumer protection program. When filing a chargeback w

N26 will cut you off from MasterCard 90 days consumer protection program. When filing a chargeback with N26 for the fraudulent transaction, they have automated copy-paste reply saying the following:

"The evidence provided by the merchant proves their claim to be valid, therefore, we are unable to dispute the transaction further."

They did not even let you see what was the "evidence". To say nothing why it was "valid" and who decides on that... In any case if merchant provides any reply to them, they will close the dispute process and you will loose your money. Believe me, they will use the same wording in 100% of cases, does not matter what the reply from merchant is. Never use credit cards issued by this bank, they will screw you over by providing a visibility of protection. It's actually not!

Date of experience: Feb 01, 2026

I'm more than 3 years with N26, no issues so far. Free, simple and does the job. Their support was v

I'm more than 3 years with N26, no issues so far. Free, simple and does the job. Their support was very responsive when I had questions about the service. The app on android works good. In Q4 2025 there was a small problem with the app, when you open it, the login failed the first time you try it, only on second attempt you could login. This was however only temporary, it wasn't happening before and it doesn't happen anymore.

Date of experience: Feb 01, 2026

So far it’s amazing. Customer service in times of dispute is good. International transactions are ha

So far it’s amazing. Customer service in times of dispute is good. International transactions are handled pretty well.

I would just suggest an extra layer of security when we are making any payment online. Which is sometimes available in some websites and for some the payment goes though without asking for approval in n26 app when we just enter the card details in merchant website.

Date of experience: Jan 31, 2026

My phone was physically stolen while I was using it. Shortly after, the thief gained access to my SM

My phone was physically stolen while I was using it. Shortly after, the thief gained access to my SMS, Apple ID, Google account and then my N26 account. Multiple fraudulent transactions were made via Apple Pay and 3D Secure, without my consent.

I provided N26 with:
• Police report
• Proof of phone theft
• Evidence of account takeover (Apple & Google security alerts)
• Exact list of unauthorised transactions

Despite this, N26 denied all refunds, repeatedly claiming that “I willingly approved the transactions” simply because Apple Pay / 3DS were used.

This directly contradicts PSD2, which states that unauthorised transactions must be refunded unless the bank proves gross negligence. N26 provided no proof, no real investigation, just copy-paste responses and closed the case.

Their final answer was essentially: “We can’t help you, contact the merchant or the police.”
That is unacceptable for a regulated European bank.

I have now escalated the case to BaFin (German financial regulator).

⚠️ Warning to others: if your phone is stolen and your accounts are compromised, N26 may blame you and keep your money.

Date of experience: Jan 27, 2026

Important Steps to Take if You've Been Scammed

If you feel that you've been a victim of fraud, I highly recommend reaching out to the appropriate authorities: ???? United Kingdom (UK):
FCA (Financial Conduct Authority) / Action Fraud (UK Police) / NCA – National Crime Agency (Economic Crime) / ICO – Information Commissioner’s Office (Data Protection) / Prime Minister’s Office (10 Downing Street) ???? Georgia:
National Bank of Georgia (Financial Supervision) / State Inspector’s Service (Data Protection & Privacy) / Cybercrime Division – Ministry of Internal Affairs ???? Lithuania:
FCIS / FNTT – Financial Crime Investigation Service / Bank of Lithuania (Financial Market Supervision) / State Consumer Rights Protection Authority (VVTAT) ???? Ukraine:
NBU – National Bank of Ukraine (Financial Regulation) / Cyber Police Department – National Police of Ukraine / State Service for Special Communications & Information Protection / Ukrainian Parliament Commissioner for Human Rights (Data Protection) ???? European Union (EU):
ESMA – European Securities and Markets Authority / EBA – European Banking Authority / EDPS – European Data Protection Supervisor / OLAF – European Anti-Fraud Office / Europol – European Cybercrime Centre (EC3) ???? Canada:
FINTRAC – Financial Transactions and Reports Analysis Centre / RCMP – Federal Policing Cybercrime / Competition Bureau Canada (Unfair Business Practices) / OPC – Office of the Privacy Commissioner of Canada

Date of experience: Jan 12, 2026

Excellent digital banking solution for daily transactions and investments

I've had a fantastic experience with this digital bank, particularly for handling investments. It operates entirely online with a sleek, user-friendly app that prioritizes security. The app is intuitive and actively assists users in managing their finances, providing clear insights and valuable tools for monitoring spending and investments. I also appreciate the personalized features, including shopping tools, customized product suggestions, engaging video content, and various online services that enhance the overall experience. Everything can be managed directly through the app, making this digital bank a dependable, convenient, and innovative choice that I strongly endorse.

Date of experience: Dec 14, 2025

Works flawlessly and quickly

Works flawlessly and quickly. Reliable and dependable.

Date of experience: Dec 05, 2025

Everyone is different... It suits me well

Everyone is different... It suits me well.

Date of experience: Dec 05, 2025

Excellent app and top-notch service!

Date of experience: Dec 05, 2025