Challenging a credit card statement (2024)

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How can I challenge a transaction on my credit card statement?

First, indicate whether the payment was made using your credit or debit card. After choosing which card you used you will be redirected to the right form to report the transaction.

Challenging a credit card statement (3)

Please note:If you have lost your card or it has been stolen, you should have it blocked immediately.

  • Block credit/prepaid card
  • Block debit card

There is a debit on my credit or prepaid card statement that I want to dispute

Challenging a credit card statement (4)

Credit/Prepaid Card

There is a debit on mydebit card that I want to dispute

Challenging a credit card statement (5)

Debit card

How can I challenge a transaction on my credit card statement?

Check your monthly statement and report any discrepancies in writing within 30 days of the billing date.

If you want to challenge one or more of yourUBS credit or prepaid cardtransactions, select the reason for the dispute below (only one choice possible):

Improper bookings following loss/theft of card

Has your card been stolen or lost?

If you still have the card, please choose one of the reasons below (only one selection possible) and fill out the form.

I have already canceled the subscription.

Download formabout canceled subscription

The same amount was debited more than once.

Download formabout multiple debits of same amount

I have not received the goods/service that I ordered.

Download formabout goods/service not received

I have canceled or returned the goods/service that I ordered.

Download formabout goods/service returned/canceled

The agreed credit has not been booked to my credit card.

Download formabout credit not booked

The debited amount was not paid using my credit card, but by another payment method (Maestro card, cash, etc.).

Download formabout paid using another method

The debited amount does not match the sales receipt.

Download formabout incorrect amount

I have already canceled this hotel reservation.

Download formabout hotel reservation canceled

I did not receive the cash amount I requested for this withdrawal.

Download formabout cash not received

The merchant discriminates against payments by credit card by imposing a higher surcharge than for other payment methods.

Download formabout complaint about a credit card surcharge

I do not recognize any of the disputed bookings and amounts.

Download formabout none of the above-mentioned reasons / I do not recognize the bookings and amounts

Send the completed and signed form to:


UBS Switzerland AG
Flughofstrasse 35
P.O. Box
8152 Glattbrugg

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Check out this selection of frequently asked questions

All UBS Credit and Prepaid Cards – both Mastercard and Visa – are supported for both private and corporate clients.

The last ten transactions can be viewed in the Apple Pay app. You can find an overview of all your purchases on your card statement or in UBS Digital Banking.

In the event of a double charge, you can only dispute the charge once the amount has been definitively debited from your account. If you see any double charges, please notify us via the mailbox in E-Banking or Mobile Banking.

Yes! All you need to do is hold the card briefly against the card reader. The card stays in your hand during the entire transaction, and data is only transmitted when it is held close to the card reader.

Only one transaction is possible at a time, as the security chip generates a unique code for each transaction. Any attempt to use a code more than once or to use an incorrect code is detected immediately.

For amounts over CHF 80, you will automatically be asked to enter your PIN, adding an additional layer of security.

A reserved amount is a payment that is still being processed. In E-Banking, these amounts are displayed in red with a clock icon.

Reserved amounts may sometimes be higher than the actual amount debited. For example, payments made at petrol stations and for hotel reservations or car rentals may appear as reserved amounts for five days. Only the correct payment amount will be charged.

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Challenging a credit card statement (2024)


Challenging a credit card statement? ›

Send a Dispute Letter to Your Card Company

Can you dispute a credit card statement? ›

What's a credit card dispute? If you believe that a credit card transaction has been posted to your account in error, you may submit a credit card dispute within 60 days of the date that appears on the transaction statement or receipt.

How do I challenge a credit card transaction? ›

Contact your credit card issuer

You can only dispute charges that have already been posted. If you prefer not to submit a dispute online, you may do so in writing, or by calling customer service and disputing the charge over the phone.

Under what circ*mstances should you challenge a charge on your credit card statement? ›

While there are many possible reasons to dispute a credit card charge, they all fall into one of three categories: the charge was unauthorized, there was a billing error, or there was a problem with the purchase.

What are valid reasons for disputing a credit card charge? ›

To get your money back, there needs to be a valid reason behind your dispute.
  • It's fraud. ...
  • You weren't able to work it out with the merchant. ...
  • You were charged an incorrect amount. ...
  • You're still getting charged for a service you canceled. ...
  • Your order wasn't delivered. ...
  • You had a quality issue with a product or service.
Jan 31, 2024

How often are credit card disputes successful? ›

You might not always get a fair outcome when you dispute a chargeback, but you can increase your chances of winning by providing the right documents. Per our experience, if you do everything right, you can expect a 65% to 75% success rate.

Can I dispute a credit card charge that I willingly paid for? ›

Yes. You can dispute a credit card transaction, even if you willingly approved it at the time. Disputes like this happen frequently when a vendor doesn't deliver the goods or services as promised.

How easy is it to dispute a credit card charge? ›

If you end up needing to involve the credit card issuer, the easiest way to dispute a charge is typically online or over the phone. But to ensure you're fully covered under the law's consumer protections, it's important to follow up with a letter, according to the Federal Trade Commission's website.

How do you challenge a transaction? ›

If asking the merchant for a refund didn't work, request a chargeback with your credit card issuer. Many card issuers let you dispute transactions by phone, mail or online. You may also be able to submit a dispute directly through your card issuer's mobile app.

How do credit card disputes work? ›

If the company finds an error, the amount must be credited back to you, along with any related finance charges. But if the card issuer decides the charges were accurate, you'll be responsible for paying the disputed amount, including any finance charges that accrued while the disputed charge was being investigated.

Do credit card companies actually investigate? ›

Credit card companies hire multiple fraud investigators whose primary responsibility is investigating reports of fraud. A credit card company's fraud investigation largely depends on whether the credit card owner is aware of the fraudulent transactions and reports them to the company.

Can disputing charges get you in trouble? ›

You cannot go to jail for filing credit card disputes. The Fair Credit Billing Act directly protects consumers from incorrect and fraudulent charges. But if you file fraudulent chargebacks, you risk lawsuits and criminal charges. A fraudulent chargeback is a false dispute made by a consumer to secure a refund.

How long do credit card disputes take? ›

Generally, the bank must mail or deliver written acknowledgement to you within 30 days of receiving your written billing error notice. If the bank determines that a billing error has occurred, it shall resolve it within two complete billing cycles—but no later than 90 days after receiving a billing error notice.

What to do if a merchant refuses to refund? ›

Get Outside Help
  1. Contact your state attorney general or state consumer protection office. ...
  2. Contact a national consumer organization. ...
  3. Contact your local Better Business Bureau The Better Business Bureau is made up of organizations supported by local businesses. ...
  4. File a report with the FTC.

Is it illegal to falsely dispute a credit card charge? ›

Cardholders can face consequences for filing false chargebacks. In fact, friendly fraud is considered to be a form of wire fraud, which means that, technically, you could go to jail for falsely disputing credit card charges. However, that doesn't commonly happen. Here's what may more likely occur.

What happens to the merchant when you dispute a charge? ›

When a cardholder disputes a transaction, the bank initiates a chargeback and contacts the merchant providing a reason code for the dispute. The merchant then has the option to either accept the dispute and the associated losses or fight the chargeback by providing evidence that the transaction was valid.

Can I dispute a charge if I got scammed? ›

Your card provider can ask the seller's bank to refund the money. This is known as the 'chargeback scheme'. If you paid by debit card, you can use chargeback however much you paid.

How long do I have to dispute a credit card transaction? ›

You generally have at least 60 days to dispute credit card charges when there's a billing error or fraudulent transaction, and 120 days if you have a complaint about the quality of goods or services.

Does disputing a charge hurt your credit? ›

Disputing a credit card charge does not hurt your credit. However, if the information on your credit report changes because of the dispute, your score may change accordingly. Credit agencies can also note the dispute by placing the “XB” code on your account, which simply means the dispute is under investigation.

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