Case Studies
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Loss due to currency exchange in the case of a payment rejected by the beneficiary bank
The clients had to transfer an amount of around EUR 40,000 to their bank account in Portugal. In the e-banking of their Swiss bank, they entered a payment in EUR (…) -
Damage due to a not executed payment
In October 2020, the client gave the bank a payment order for around CHF 84,000 for an extraordinary purchase into her pension fund, which was mistakenly not (…) -
Conclusion of a fixed-rate mortgage for a property held for sale by a community of heirs
The complainant was a member of a community of heirs. He disputed an early repayment penalty that the bank had charged the community of heirs. This had been (…) -
Delayed posting of debit card charges after the use of the card in an online casino
| CardsThe customer played in an online casino and used her bank’s debit card to top up her gaming balance. Due to an error at the casino’s payment service provider, (…) -
Unauthorised debit of a prepaid card
At a railway counter, the customer bought a prepaid card from the issuer and loaded it with CHF 250. He then put it in a filing cabinet at home and did not use (…) -
Problems activating a prepaid card
| CardsThe customer purchased a prepaid card from the bank at a kiosk. Problems occurred during the online activation of the card. According to the client’s (…) -
Credit fees (2)
The complainants were a married couple who had a large balance in several accounts at the bank. After the bank announced to them that it would introduce a balance (…) -
Early withdrawal penalty for breach of the withdrawal restrictions for a savings account (2)
The clients had each bought a flat in January and November 2020 and therefore had to withdraw considerable sums from their savings account. They had asked their (…) -
Interest calculation for a Libor mortgage
In January 2021, the press reported on a ruling by the Zurich High Court concerning a dispute regarding the calculation of the interest rate for a Libor mortgage. (…)