Complaint Transactions with the Bank Frick Debit Mastercard

If you are unable to trace a transaction or a debit on your account statement (e.g. double debit, incorrect amount, merchant unknown) or if you have not received the product or service in question, you can complain about the transaction via our partner SIX.

We would like to point out that damages cannot be objected to in every case, especially in the case of:

• Transactions that were processed via 3-D Secure
• Transactions made via a wallet (e.g. Apple Pay, Samsung Pay, Google Pay etc.)
• Transactions that were made with chip/PIN or contactless
• Transactions related to uncanceled subscription payments
• Expired time limits
• Quality complaints about goods and/or services

Proper procedure for disputing a transaction

1. Contact the trader first before reporting the transaction and try to reach an agreement directly.
2. If you cannot come to an agreement with the merchant, you must submit a claim to SIX within 30 days of receipt of the account statement, together with all related documentation, e.g. e-mails, letters, information on telephone calls, receipts, etc. (only details of the transaction concerned, no account statements). Please note that a maximum of 35 transactions per card can be objected to.
3. After you have sent SIX the complaint form, SIX will carry out the investigation regarding your claim and inform you by e-mail about the further steps.

Please note that the clarification can take a long time, as various authorities are involved.

Your next step:

To download and complete the complaint form and submit further supporting documents, please click on the link below, which will take you to the SIX website.

Contact

Further contact options SIX Group

• Phone: +423 320 22 44
• Available 24/7