If you are seeing Mezu on your bank or credit card statement, this indicates your financial information was added to our service by you, or an authorized friend or family member, or by someone else without your authorization.
Before taking the steps below, it may be useful to check in with any family or household members who might have had permission to use your payment methods to send money within Mezu (i.e., children, spouse, etc.).
If you confirm that the charges were not authorized by you or someone with permission to use your card, it's likely someone has gained unauthorized access to your personal and/or financial information. Unfortunately, there is no way for us to determine how your account information was breached, but here are some steps we recommend taking as soon as you can:
- Update your online banking and financial services passwords
- Contact your bank/card company
- File a dispute
- Request a new bank account number or card number
Once you let your bank or card company know the charges were unauthorized, they should be able to walk you through the dispute process. They are your best point of contact in this situation. They will reimburse you for your loss and will file a claim with Mezu separately for that amount.
Working with your bank or card company is the only way to ensure that your information is secured. Fraudsters often buy and sell personal information, so it's likely your personal account numbers are still available for others to use outside of Mezu.
If I don’t want to contact my bank or card issuer, can I get a refund from Mezu?
Unfortunately, no. Mezu cannot take direct action on any Mezu account other than your own. In these cases, we ask that you work directly with your bank to receive reimbursement for any unauthorized payments.
Who got access to my information?