Disputing an unauthorised payment or card payment with your bank (Austria)
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This document is in German
The PDF you download is in German — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
A letter to your own bank in Austria when your account or card was charged without your consent — after card fraud, phishing or a double charge — or when you paid by card and received nothing (chargeback). You dispute the transactions and claim the refund that the bank must make by the end of the following business day at the latest under the Austrian Payment Services Act (§ 67 ZaDiG 2018). Report without undue delay, and within 13 months of the debit at the latest (§ 65 ZaDiG 2018). With the date the card was blocked, the police report and the next step: the banks' joint conciliation body. In German.
What you fill in
The details the document asks for.
- Customer
- Customer's address
- Bank
- Address of the bank that holds the account
- City
- Date
- Account number or last digits of the card
- Customer number at the bank
- Disputed transactions (date, amount, payee)
- Total amount
- Date discovered
- Date the card or access was blocked (only after misuse)
- Police report (station, case number)
- Ground for the dispute (unauthorised, charged twice, or chargeback)
- Notes
- Attachments
Preview
This document is produced for you. Your answers are typed into it and the finished PDF is yours to keep.
Common questions
- How fast must a bank in Austria refund an unauthorised payment, and by when must it be reported?
- The bank must refund the amount without undue delay, at the latest by the end of the business day after it learned of the payment or you reported it, and restore your account as if the debit had never happened (§ 67 of the Austrian Payment Services Act, ZaDiG 2018). You must report without undue delay once you notice the debit, and within 13 months of it at the latest (§ 65 ZaDiG 2018). Have the card or access blocked at once and report the matter to the police.
- How much of the loss does a customer bear under Austria's ZaDiG 2018 if a card or online banking was misused?
- If you breached your duties of care for the card or access data only through slight negligence, you are liable up to €50. You bear the whole loss only if you acted fraudulently or breached your duties intentionally or with gross negligence (§ 68 ZaDiG 2018). Whether typing codes into a fake website was grossly negligent depends on the circumstances of the case. If the bank refuses the refund, ask for its reasons; after that, the joint conciliation body of the Austrian banking industry is open to you.
- What can be done in Austria after paying by card for goods that never arrived?
- First ask the merchant in writing to deliver or refund. If that fails, ask your bank or card company for a chargeback. It is not a right under the ZaDiG 2018 but a procedure under the card scheme's rules, with deadlines of its own — so dispute the payment quickly. For an online purchase, the 14-day withdrawal period for goods starts only when you receive them (§ 11 FAGG); you declare the withdrawal to the merchant.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
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