Frequently asked questions
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What information do you need to process a fraud case as quickly as possible?
So that we can process a fraud case as quickly as possible, please block your card immediately (by going to the app's home tab, clicking on the «Card» button, and selecting the corresponding option) and confirm the following points by e-mail to service@neon-free.ch:
- Which payments are affected (amount, merchant name, date)?
- Did you make these payments yourself?
- Do you know this merchant and have you bought something from this merchant in the past?
- Can we permanently block your card directly and replace it with a new card or are you currently dependent on the physical card (e.g. due to a stay abroad)?
- To ensure that the new card arrives safely: What is your current home address and the name on your letterbox?
Is your case a case of fraud or a complaint? Answer these questions.