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Dispute a credit card charge

Check your monthly statement and report any discrepancies to us immediately. After the expiry of 30 days from the statement date, the statement is considered to have been approved by you.

Important information before submitting a complaint

Please resolve any unjustified charges directly with the merchant before submitting the complaint form. 
Should you fail to receive confirmation of an online reservation or a flight, contact the provider immediately before trying to make another booking. If you are unable to reach a resolution, send us the complaint form with all the relevant documents. 

Lost or stolen card

If your card is no longer in your possession, block it immediately in the Swisscard app or by phone on +41 44 659 69 00. 

Block card

If the credit card is still in your possession,

please choose one of the following reasons (only one selection is possible). 

  • Additional transaction(s) not authorized

    If your card has been fraudulently charged, please fill out the following form in full and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Recurring transaction (subscription)

    If recurring fees (subscription costs) are charged to your card, the following list of contacts for the most common merchants might assist you in canceling your subscription.

    Form
    List of merchants

  • Incorrect transaction amount

    The amount charged is not the same as the amount shown on the receipt. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Paid by other means

    The amount charged was not paid with my credit card but another means of payment (debit card, cash, etc.). 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Incorrect delivery of goods

    The ordered goods are faulty or I canceled/returned the order. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Cash withdrawal / Cash not received

    I did not receive the requested amount when withdrawing cash. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Service not provided

    The service that I paid for by credit card was not provided or I did not receive it. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Unknown transaction

    The amount / the transaction on the statement is not known to me. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

  • Complaint about fees

    If you want to make a complaint about interest or fees listed under the "Miscellaneous " heading on your statement, contact our customer service by telephone or in writing. A complaint form is not necessary.

    Swisscard Contacts

  • Other reasons

    None of the above reasons apply to my case. 

    Please fill out the following form and send it to the address at the bottom of this page with the necessary documents.

    Form

Please print out and complete the form and send it with the required supporting documents to:
 

Swisscard AECS GmbH
Chargeback
Neugasse 18
CH-8810 Horgen

Documents and links

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