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.
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