Gaming the System: The Rise of First Party Fraud
Businesses spend millions verifying identities, onboarding users, and preventing external attacks. But one of the fastest-growing threats now comes from inside the perimeter: legitimate customers exploiting refunds, disputes, chargebacks, subscriptions, and reimbursement systems for personal gain.
Our special guest this week is Richard Bromley, Head of Fraud and Disputes Risk at Monzo Bank. Drawing on years of experience at the sharp end of fraud prevention, Richard explains why first party fraud has become one of the most misunderstood and underestimated risks facing banks, fintechs, merchants, and payment providers today.
From false scam claims and refund abuse to subscription traps, social media “hacks,” and organized criminal groups exploiting reimbursement schemes, this conversation explores how customer fraud is evolving from opportunistic behaviour into a scalable criminal model.
We also examine why the term “friendly fraud” is dangerously misleading, how businesses can distinguish genuine victims from dishonest claimants, and why behavioural signals, machine learning, investigator expertise, and cross-industry collaboration are now essential to staying ahead.
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What is Sumsub anyway?
Not everyone loves compliance—but we do. Sumsub helps businesses verify users, prevent fraud, and meet regulatory requirements anywhere in the world, without compromises. From neobanks to mobility apps, we make sure honest users get in, and bad actors stay out.
