Information about Chargeback

Complaint about Transactions with Privatbank IHAG Zurich AG Debit Mastercard

If you cannot identify a transaction or charge on your account statement (e.g., duplicate charge, incorrect amount, unknown merchant) or did not receive the related product or service, you can dispute the transaction through our partner, SIX.

Please note that not all damages can be disputed, particularly:

• Transactions processed via 3-D Secure
• Transactions made through a wallet (e.g., Apple Pay, Samsung Pay, Google Pay, etc.)
• Transactions completed with Chip/PIN or contactless
• Transactions related to un-canceled subscription payments
• Expired deadlines (within 30 days of receiving the account statement)
• Quality complaints about goods and/or services

Correct Procedure for Disputing a Transaction:

First, contact the merchant before reporting the transaction and attempt to reach a direct resolution. If this is not possible, you must submit a claim within 30 days of receiving the account statement along with all relevant documents (e.g., emails, letters, call information, receipts) to SIX (only information regarding the disputed transaction, not account statements). Please note that a maximum of 35 transactions per card can be disputed. After submitting the complaint form to SIX, SIX will conduct an investigation of your claim and inform you via email about the next steps.

Please note that the investigation may take an extended period as various entities are involved.

Your Next Step:

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

Additional Contact Information for SIX Group:

Phone: +41 44 205 17 77