I will share two experiences on the topic and the second one is leaving me puzzled, for lack of better word at the moment.
Story 1 [Credit Suisse /AmEx]
Some months ago now, I got my monthly bill and it was CHF2k higher than my usual average. Upon inspection, I spotted a single purchase from a UK online store for clothes and shoes. Called the bank, claimed the fraud. Within a week, signed all paperwork and this was the end of it - money was reimbursed in the couple of days that followed the paper trail and signatures. Other than the canceled cards (replaced free of charge) there was little inconvenience, excellent support and proper outcome.
Story 2 [UBS /MasterCard]
Two weeks ago, while at the pediatritian with my son, I got sms alert for CHF 66.- payment to HUG Geneve. Being a good customer, I have setup all alerts and notifications for any use of any card issued to the family. A touch Orwellian in nature but very good, imho. I walked into the first UBS office on our way home and alerted the bank to this transaction.
Two weeks later (i.e. yesterday), I get a letter from the Chargeback Department saying
Essentially, they are shifting the investigation on me and inviting me to play PI or tacitly accept complicity. Far scarier things have happened - a close friend was victim of an identity theft - but I'm upset at the behavior of the bank. I've been a customer for years, so at least their algorithms should know better.
Anyone had a similar experience? Clearly, it is not about the transaction itself, I will survive the 66 chufs but what if it were more? What if this happens again and I am now "repeat offender" while innocent? Step one is to ask the bank to cancel this card and issue a replacement. Any tips or experiences you could share are welcome.
These look like two different types of transactions. First one is a sale - in case of a fraud the bank can go after merchant. Second is cash withdrawal - little can be done to trace the money. I'm sure CS will try to blame you in this case too. In any case, you can also file a police report within 3 months.
The issue here is that the transaction was verified by PIN and UBS are claiming that means it must have been authorised by the cusotomer. If this happened to me an I could demonstrate I was nowhere near the store, I would talk to my advisor at the bank, and demand a refund. I think everyone knows nowadays that fraudulent transactions with chip and pin do happen.
He was in the paediatrician's office with his son at the time of the transaction. I'm sure they'll be able to confirm that it wasn't him ( unless the paediatrician happens to be at HUG). Even better would be if his wife was also with him or somewhere else easily verifiable.
the whole idea of chip and pin was to pass the liability from the card issuer to somebody else.
if someone forged a signature, it is clear that it is not the cardholder at fault. however if someone uses your pin, then it is your fault as obviously you were not careful enough to guard your pin.
I hope that last bit was tongue in cheek. ATM skimmers and other attacks mean that no matter how careful you are, your credentials can still be intercepted.
Apparently Swiss banks / CC issuers have changed their T&C with the effect that the customer must now contact the seller himself as a first step, and prove he did. See this article in German, seems this became effective July 1.
However, again according to the article, the CC customer can ignore this and fill the complaints form without contacting the vendor.
Semi-clever redirection, but I challenge you to find that statement in my post. All I said was the customer isn't necessarily at fault for not protecting their PIN just because someone else used it.
Of course, if we continue down the direction of ATM skimmers, then yes, the banks are at fault for failure to protect the facilities that they provide to customers.
I can confirm for a credit card as it happened to me last month on amex, a 49 chf charge from an american company using an auto renewal.
CS explained that they had to sent a challenge to the reseller where they had to prove I had agreed, and reply within 30 days. Seems the seller could not do this and I was refunded.
For a chip cards which would be direct debit, not sure how they could challenge. I think 66 francs is too much for contactless purchase. Maybe your card has been cloned? Othewise does any one else have a card? 66 does not sound much like a great train robbery affair...
My credit card (Master, CS) was copied two weeks ago. Well, I don't know when it was copied, but two weeks ago did CS call that they have seen a lot of unusual transactions in the middle of the night. After confirming with me that I did not make them was the card blocked and the bank is taking care of it.
The thing is that I hardly ever use this card, mostly cause my Amex gets me more miles... so the places it could have been skimmed are very few, the most likely being some french highway tollgates(!).
«Die Frage der Haftung nach einem Kartendelikt kann nicht allgemeingültig beantwortet werden. In der Regel hängt die Haftung von der Art des Vorfalls, dem eigenen Verhalten bzw. Verschulden und dem Kartenvertrag ab. Fest steht grundsätzlich, dass jeder für seine Karte selber verantwortlich ist. Liegt eine Verletzung der Sorgfaltspflicht vor, haftet man in den meisten Fällen selber.»