Fraudulent debit card transactions: what you need to know

We recommend that you regularly check your accounts to monitor debits generated by debit card transactions.

Do you need additional information regarding a card payment charged to your account? Does a transaction seem a little strange to you (e.g. duplicate amount, incorrect amount)? Don't hesitate to contact the retailer directly to clarify the transaction and reach an agreement.

If, despite everything, you wish to dispute a transaction that you believe is unjustified, here's what you need to know:

The following payments made with your debit card cannot be refunded. These include:

• card payments confirmed with a PIN;
• card payments made using the contactless feature;
• online payments validated with the 3DSecure feature;
• payments related to subscriptions not cancelled within the time limit;
• payments related to non-receipt or product quality.

Additionally, and according to the Mastercard debit card terms of use, it is your responsibility to verify transactions within one month of receiving your account statement and to report any misuse to the Bank within the same time frame. Otherwise, the transaction will be deemed accepted by you, and a dispute request will no longer be possible.

In the event of fraud, you must block your card as soon as possible via your mobile app. Failure to block the card implies your tacit acceptance of all subsequent payments made using your debit card.

Procedure for disputing a transaction

• Before submitting a dispute request, it is your responsibility to contact the retailer to explain the unjustified charge and find a possible solution. For example, the retailer may be responsible for the error.
• If you are unable to reach an agreement with the retailer, we invite you to file a complaint at any police station in Switzerland or abroad. You must then submit your dispute request in writing, specifying only the transactions in question and attaching all necessary supporting documents (e.g. receipts, police report) within 30 days of receiving your account statement.
  Only recorded transactions can be disputed.
• After receiving your request, the Bank will conduct an initial analysis of each disputed transaction and confirm whether a refund request is possible. You will be kept informed throughout the various steps. Please note that as several third parties are involved in clarifying the facts, the process may take several months.
• We would like to draw your attention to the fact that there is no guarantee that the counterparty will accept the refund request and that you will ultimately be credited with the amount corresponding to the disputed transaction.