Complaints concerning transactions with the Maerki Baumann Debit Mastercard

Complaints concerning transactions with the Maerki Baumann Debit Mastercard

Your next steps

If a transaction or debit on your account statement appears unclear (e.g. a double debit, incorrect amount or unknown merchant) or if you have not received the product or service in question, you have the option to dispute the relevant transaction via our partner SIX.

We would like to point out that it is not possible to dispute transactions in all instances, in particular in the following cases:

  • Transactions that were processed via 3-D Secure
  • Transactions that were executed via a wallet (e.g. Apple Pay, Samsung Pay or Google Pay)
  • Transactions that were executed via chip/PIN or on a contactless basis
  • Transactions relating to uncancelled subscription payments
  • Expired deadlines
  • Complaints relating to the quality of goods or services
  • Transactions concerning amounts of less than CHF 85

Correct procedure for disputing a transaction:

  1. Contact the merchant first before reporting the transaction and try to reach an agreement directly.
  2. If you are unable to reach an agreement with the merchant, you must submit a claim to SIX (only details of the transactions concerned, no account statements) together with all of the relevant documents (e.g. e-mails, letters, information on phone calls and receipts) within 30 days of receipt of the account statement. Please note that a maximum of 35 transactions per card can be disputed.
  3. After submitting the complaint form to SIX, SIX will investigate your claim and inform you about the next steps via e-mail.

Please note that numerous parties are involved in the investigation and that it may take up to three months to clarify the case.

COMPLAINT CONCERNING A DEBIT CARD TRANSACTION
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