Apparently on Friday 31.5.2024, ebill charged many customers twice for a single payment. In my case it was a Swisslife deduction of around 573chf (x2).
I notified the bank per email on Monday and got a reply yesterday that they were “on the case”.
This morning I opened e-banking to a pop-up saying I had been affected and should check my statements (fair request). But then it suggested I contact the payee to see if they had received the double payment and/or refunded the amount.
It went on to say I could request a “start enquiry” on the transaction menu. However it warned this would be charged (30chf!!) and the no categories in the dropdown fitted this issue.
Anyone else afffected? I have written back to the bank telling them I expected them to sort it out. Waiting for a response.
UPDATE: They have written back to my last email saying I don’t have to do anything, but at the same time they are giving no timeline for the refund. I’m guessing the issue is that the money has been forwarded to the payees institution and therefore not so easily retrievable. For me, this is a cost they should bear in the interim.
Sorry, I’m slow. Just want to understand the “how”. So, ebill either sends an invoice twice, or doubles the amount in a single invoice. Since this is pre-approved (automated payment), UBS sends the money at the date set by ebill.
You will probably want to punch me in the face, but the entities liable are either the original invoice issuer (swisslife) or ebill/SIX payments. All the bank did was following your instructions to automatically pay invoices sent by this invoice issuer.
Once a shop charged two times. Don’t remember exactly, but it took 3-4 weeks for the whole thing being clarified and solved by UBS.
I double-paid once and asked UBS what to do. They said it wasn’t possible to reverse a payment once made (ie how would you like a someone taking money out of your account without permission?).
I contacted the company involved and they agreed to refund the money.
I agree it’s a pain to fix their mistake, but non-reversible transactions are actually in our favour.
No it is some kind of system error. In the “payments” history of my e-banking, the transaction is recorded once (as normal). In my account transaction history, the payment is booked twice and my debited twice accordingly.
Given how elaborate the pop-up was yesterday, I would say this way a batch error affecting only the 31.May