What to do in the
event of damages?
Block the card immediately if
- it was stolen,
- you lost it,
- you detect unauthorised transactions on your account,
- your card was unexpectedly retained by an ATM.
The steps to take:
- Block your card immediately using your card app, banking app or by contacting your financial institution. You can arrange for your card to be blocked at any time, including at the weekend, by calling your financial institution or card issuer.
- If possible, state your card number, the type of account and the name of the account holder. However, if necessary you can also have your card blocked without providing this information. The financial institution will then identify you by means of security questions (for example current account balance, last withdrawal, or regular credits to your account).
Report the crime
If you have been the victim of card fraud or your card has been stolen (possibly together with cash or identity documents), the first thing to do is to inform your card issuer. You should then report the fraud to the nearest police station. This helps the police to recognise any new scams and investigate the criminals.
Have the following information ready for the police:
- Account and card number
- Date and time when card blocked
- Fraudulent transactions (date/time/place). Remember that only transactions that have been debited to your account can be reported.
- Have any other suspicious transactions been attempted (date/ time/ place)?
- Try and work out how and when the criminals could have got hold of your card or PIN and card details.
Tips
- It is better to block your card one time too many than one time too few – even if you are unsure of the whereabouts of your card.
- Save the telephone number of your financial institution on your mobile phone so you can respond quickly in an emergency.
- Make a note of the time when the card was blocked.
