How do I open/download my monthly bill? expand_more
You can find your bills in the "Accounts and cards" tab, in the "Statements" sub-category and under "Monthly". You can open and save each bill via the "Open" / "Download" buttons.
How far back can I view my electronic credit card bills? expand_more
You can view your bills from the last 6 months via the Cembra Money Bank eService. However, there is no data available for the period of time before your initial registration.
Where can I download my Tax statements? expand_more
If you have been charged interest, you will find your statement of interest under "Accounts and cards", in the "Statements" sub-category and under "Tax statements". If no interest has been charged, this area will not contain anything.
I would like to order a payment slip. How do I request this? expand_more
You can order up to five payment slips via eService. You will find these under "Support centre" in the "Payment slip orders" sub-category. Here, you can select the credit card required and set the number of payment slips that you need via the dropdown menu. Once you are finished, confirm your order by clicking "Order". The payment slips will then be sent to you by post.
Can I set up a direct debit? expand_more
You can arrange for a direct debit to be set up by means of a Direct Debit form. The form is available for download under "Support centre", in the "Important information" sub-category and under "Other documents". Alternatively, you can picture_as_pdf click here to open the form.
It is not possible to pay direct debits in instalments.
How do I pay my bill? expand_more
You can pay your monthly bill using a QR-bill or an orange payment slip in the following ways:
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Via private e-banking with your bank or Postfinance
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At a post office counter, for a fee
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Via direct debit (LSV) taken directly from your postal or bank account
Please make sure that you always use the Cembra QR-bill or the orange payment slip for payment.
The QR-bill will replace all current red or orange payment slips as the new payment slip, after a transition period. The digital options make paying bills easier all round.
From September 2020, Cembra will start using the QR-bill for monthly credit card bills for Fnac Mastercard customers. All other credit cards will follow suit from the start of 2021. Until the QR-bill is introduced for all credit cards, you can continue to pay your monthly bill as usual, via the orange payment slip.
Which transactions are visible in eService? expand_more
In eService, we differentiate between ongoing transactions, pending transactions and executed transactions.
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Ongoing transactions:
All of your ongoing transactions that have been made since the last bill and have definitely been booked are visible under "Accounts and cards", in the "Transaction history" sub-category and under "List view".
Once the new bill has been created, the ongoing transactions will no longer be visible in the list view. It may take several days to create the monthly bill. After this period of time, all of the booked translations will be listed in the monthly bill, which will take the form of a PDF document.
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Pending transactions:
Pending transactions cannot be displayed. They are, however, accounted for in the total amount under "Pending transactions" in the "Account overview".
Pending transactions are transactions that have not yet been definitively booked, but have already been deducted from the credit limit.
Security deposits also belong in this category (e.g. for hire-car reservations).
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Executed transactions:
All transactions that are visible on one of your monthly statements.
How do I complain about an unjustified charge? expand_more
An unjustified charge – provided that you cannot clear it up directly with the contractual partner – must be reported in writing to Cembra Money Bank AG within 30 days of the billing date, along with all of the relevant documents (emails, letters, information regarding telephone conversations, receipts, etc.).
You can download the Complaints form picture_as_pdf here .
Can I download the bill via the eService, print it, and then pay it at the post office? expand_more
Yes, but the payment slip must be detached from the QR-bill. Extra lines have been printed on it for this purpose (including the scissors symbol). The payment slip can then be used at a post office counter, or attached to a paper payment order.
Please note that a fee is payable for payments made at a post office counter. Payments made via bank transfer/e-finance or direct debit (LSV) are free of charge.
