Reporting unknown charges: How to go about it correctly

Contents:

• Check your transactions: Not every transaction is fraudulent

• Secure your card: Act immediately if you suspect misuse

• Report transactions: Submit the form and supporting documents

• Await the outcome: Keep track of documents and the progress

• Conclusion: Take the right action if you see unfamiliar charges

Check your transactions: not every transaction is fraud

You’re checking your recent transactions in the Swiss Bankers app – and spot a payment that looks unfamiliar. It isn’t always fraud: sometimes the company name shown differs from the name of the shop. A forgotten subscription might also explain a debit that seems puzzling at first.

Check the charge against your records:

• Amount and merchant: Does the payment match a purchase, a restaurant bill or an online order?

• Subscriptions and bookings: Could it be a recurring payment or a charge for a travel booking?

• Receipts and confirmations: Can you find a matching receipt, invoice or order confirmation?

Also check whether an amount has actually been debited or merely reserved. Hotels and car hire companies often reserve a deposit, which temporarily reduces your available balance.

Important: If you already have a specific suspicion of fraud, block your card immediately. In this case, do not wait for your documents to be checked.

Secure your card: Act immediately if you suspect unauthorised use

If, even after a quick check, you cannot account for the payment, you should block your card straight away. This will help prevent further unauthorised payments. This is important even if you still have the card with you: the card details alone may be enough for fraudsters to misuse it.

You can find out how fraudsters obtain card details in our articles on phishing emails and quishing using manipulated QR codes.

If you suspect card fraud, follow these steps in the Swiss Bankers app:

1. Open the app and select the card in question.

2. Under ‘Card settings & PIN’, use the ‘Block card’ function.

3. Then order a replacement card via ‘Replace card’ and follow the instructions.

If you are unable to use the app or require a replacement card whilst abroad, please contact Swiss Bankers Customer Service immediately.

Telephone number for card blocking: +41 31 710 12 15
Availability: daily from 08.00 to 22.00

Important: You must also dispute any unauthorised charges that have already been made, in addition to blocking your card and requesting a replacement.

Reporting transactions: Submitting the form and supporting documents

Swiss Bankers requires a formal complaint in order to investigate the matter. Please report any unauthorised transactions immediately and submit the fully completed and signed form within 30 days of the transaction date.

Here’s what to do:

1. Select the appropriate form: If you still have the card in your possession, use the ‘Disputing transactions’ document under ‘Forms’. A separate form is available in the event of card loss or theft.

2. Document the charges: Mark the disputed transactions on your bank statement. Provide a clear description of which payments you do not recognise.

3. Enclose supporting documents: Include the supporting documents requested on the form. In the case of an unauthorised or unknown transaction, a bank statement showing the marked debits is required.

4. Submit your dispute: Send the signed form together with the supporting documents immediately to info@swissbankers.ch.

Have you lost your card? You can find further information on blocking your card and obtaining a replacement in our article ‘Lost or stolen card? Here’s what to do’.

If the issue concerns a known payment with an incorrect amount, a missing delivery or a pending credit, you may first need to clarify the matter with the merchant. Please refer to the details regarding the specific reason for the dispute on the form.

Awaiting the outcome of the investigation: keeping track of documents and progress

Once a dispute has been received, Swiss Bankers will investigate the matter. The investigation may take between six and eight weeks. Submitting a dispute therefore does not mean that the amount will be refunded immediately or automatically.

Keep a copy of the form and all supporting documents. Provide any requested information promptly and continue to check your card transactions regularly. If you discover any further suspicious charges, please also inform customer services immediately.

Conclusion: How to respond correctly to unknown stresses 

A clear procedure is helpful when dealing with an unknown charge. These four steps show you what matters:

1. Check the transaction: Compare the payment with your receipts and order confirmations.

2. Secure your card: If you suspect unauthorised use, block your card immediately via the Swiss Bankers app or have it blocked via customer services.

3. Report transactions: Submit the signed dispute form together with your supporting documents immediately, and no later than 30 days after the transaction date.

4. Await the outcome of the investigation: Provide any requested documentation and bear in mind that the investigation may take six to eight weeks.

This will help you keep track of the situation and support the investigation into your case.