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 in the app under «Profile», «Your card & PIN» and confirm the following points by e-mail to service_at_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.

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