Cases

Disputed e-banking transactions

Category Abuse and fraud | Source Annual Report 2019/19

The client who turned to the Ombudsman in the present case was already at an advanced age and was represented by her grandson. She had opened an account with the

[continue reading…]



Transactions without PIN entry with the contactless function of a stolen credit card

Category Abuse and fraud | Source Annual Report 2019/18

The customer’s wallet with various identity cards and bank cards was stolen while abroad. Since she had not used one of the credit cards that had been stolen for a

[continue reading…]



Fraudulently triggered payment

Category Abuse and fraud | Source Annual Report 2019/17

The customer’s e-mail account has been hacked. The unknown perpetrators then succeeded in triggering a payment of CHF 9,000 to a recipient account at an overseas bank by sending an

[continue reading…]



Fees for clients domiciled abroad after termination of the business relationship

Category Charges and commissions | Source Annual Report 2019/16

The bank terminated the entire business relationship with the customer domiciled abroad due to an adjustment of its business strategy. The latter issued the desired netting orders and wanted to

[continue reading…]



Loan termination fees for a fixed-rate mortgage

Category Charges and commissions | Source Annual Report 2019/15

The client had a fixed-rate mortgage with the bank, which they had another bank redeem at maturity. The previous bank charged them a loan termination fee of CHF 400 for

[continue reading…]