phone stolen and can't cancel monzo card without email
my partner's phone was stolen at knifepoint this morning so i'm posting on their behalf
they've managed to cancel all other cards on google pay but monzo won't do anything because my partner can't get into their email for verification and obviously can't receive texts to their number. they've tried calling and monzo won't speak to them without this verification. I saw that you can email them with your account number and a photo of you with ID etc but they don't have their monzo number memorised
they also can't reset their email password because they can't get into the backup email either, everything's locked behind 2-factor authentication
the phone's been reported stolen to the police and the phone company who have deactivated the phone but not google pay
is there another way to verify their monzo account/cancel the card remotely? if not, will monzo refund any money spent by the thieves since the police have been notified?