Fraudulent e-mails, text messages and calls
As a card issuer, protecting our customers and ensuring payments can be made securely is our top priority.
Fraudsters use phishing in an attempt to obtain confidential and personal data, such as credit card numbers or passwords, via seemingly legitimate e-mails, text messages, phone calls or websites. Even if you are not a Cembra customer, you may still receive these kinds of e-mails, text messages or phone calls.
You might be asked, for example, to provide personal data via a link. Never reply to such requests. Cembra will never ask you to disclose confidential data by e-mail, text message or telephone.
What should you do?
If you have received a suspicious message by e-mail or via another channel, please forward it immediately to Cembra at antiphishing@cembra.ch and then delete the suspicious message without replying. Never click on links and do not open any attachments.
If you have already responded to a suspicious e-mail, text message or call, or have submitted information via a link provided in a suspicious communication, please have your credit card blocked immediately – either directly in the Cembra app or by calling the 24-hour telephone number +41 44 439 54 50 – and make sure that no fraudulent transactions have been made by third parties.
What should I do if my card is lost or stolen? expand_more
In this case, please call our 24-hour telephone number +41 44 439 54 50 immediately so that your card can be blocked without delay. You can also block the credit card in the Cembra app if you are on hold on the phone.
How can you protect yourself against phishing attacks via search engines? expand_more
As an eService user, please note the following recommendations:
1. Direct access: Never use search engines such as Google, Yahoo or Bing to access the Cembra eService. Also avoid the search function stored in the address field of the browser.
2. Enter the address manually: Always enter the full address of the desired website directly into the address field of your web browser. The address for the Cembra eService is: www.cembra.ch/eservice
3. Official website: Alternatively, you can also access the Cembra eService via the official Cembra website. The address for this is: www.cembra.ch
What should I do if I have disclosed my credit card details in this way? expand_more
If you suspect that someone has already obtained your credit card details, please contact us immediately on +41 44 439 54 50 and block the credit card in the Cembra app.
How does Cembra combat phishing? expand_more
Cembra monitors and checks possible phishing e-mails on an ongoing basis and initiates countermeasures as soon as they are detected so that the fraudulent website associated with the link can no longer be accessed by customers as quickly as possible.
What steps is Cembra taking to combat credit card fraud? expand_more
Credit card transactions are monitored by Cembra around the clock and analysed for suspicious activity. If necessary, Cembra contacts its customers personally to verify transactions.
You may therefore receive a call or text message from us. For security reasons, credit cards can be blocked preventively to help avoid unauthorised payments. If your credit card does not work as expected at any point, please call the telephone number on the back of your credit card +41 44 439 54 50 .
What are my duties of care? expand_more
-
If necessary, please change the PIN code at an ATM. The PIN code you choose must not consist of a combination that is easy to guess, such as your telephone number, date of birth or car licence plate number.
-
Never keep the PIN code together with the credit card.
-
Always conceal your PIN code as you enter it to prevent third parties from observing you.
-
Treat your credit card with the same care as cash and regularly check whether you are in possession of the physical credit card.
-
Please check your monthly credit card statement for unauthorised withdrawals and call us immediately if you discover any such activity on the telephone number +41 44 439 54 50 .
-
You can block your card yourself at any time in the Cembra app. If your card is lost or stolen, call us immediately on the 24-hour telephone number +41 44 439 54 50 so that we can block your card immediately. You can also report suspicious or unknown transactions at any time in the Cembra app.
-
Mastercard Identity Check (3-D Secure): For the Mastercard Identity Check, please always check the merchant name and amount displayed in the text message or on the authentication screen in the Cembra app. The transaction may only be confirmed if the details match the desired transaction and the SMS code has been entered or you have pressed the confirmation button in the app.
You can also find more information about the Mastercard Identity Check here: Credit card security – How to protect yourself | Cembra
-
Activation of credit cards in wallets (mobile payment such as Apple Pay, Samsung Pay, Google Pay, Garmin Pay, etc.):
The SMS code received to activate the wallet may only be entered in your electronic device. Never pass the code on to third parties or use it on websites.
Other Internet-based scams expand_more
Fraudsters are constantly finding new ways and means of obtaining customer data:
-
Malware
The term "malware" refers to a whole range of malicious software such as viruses or Trojans with which fraudsters infiltrate your computer. Always install and/or activate a firewall and an up-to-date anti-virus program on your computer. You can find more information about how you can protect yourself on the Internet further down in the section "General Internet security recommendations".
-
Fraudulent telephone calls
Fraudsters also try to obtain your personal data by telephone. They pretend to be computer specialists, for example, from (well-known) software manufacturers. They claim that there is a vulnerability on your PC and offer to fix it right away. You will be asked to provide your credit card details so that the fee for this "service" can be charged to you. Never accept such offers. If you have nevertheless disclosed your credit card details, please contact us immediately on +41 44 439 54 50 and block your credit card.
-
Information on other types of fraud can be found at:
Card-security.ch: Pay securely with your card. - Types of fraud
General Internet security recommendations expand_more
-
Always use an up-to-date firewall and up-to-date anti-virus software on your computer.
-
Make sure that your operating system (Microsoft/Mac) and your Internet browser are up to date with the latest security updates.
-
Use spam filters to protect yourself from unwanted e-mails and phishing e-mails. You should be careful when passing on your e-mail address.
-
Do not open any e-mails from unknown sources or with unexpected attachments.
-
Do not reply to e-mails or links that ask you to provide your personal data – even if the sender is Cembra.
-
Protect your privacy. Never enter your personal data such as mobile phone number, credit card number, etc. on dubious websites.
-
Never install programs from untrustworthy providers.
