REFUNDS OF INCORRECTLY DEBITED AMOUNTS ARE IN PROGRESS

According to a confirmation from the supplier, all incorrect charges have now been deposited or are on their way to the affected customers' accounts. The refund, which comes in three parts – one for each erroneous debit – reaches the customer's account at different times depending on which bank the customer has. FOREX now continues to focus on compensation for customers who may have been charged fees in connection with the withdrawal.

Report any charges to FOREX customer service

If you have been affected by incorrectly charged withdrawals, your bank may have also charged you e.g. overdraft fee. In order for FOREX to become aware of it, customers need to notify FOREX customer service. Read more about how to get reimbursed for any fees in the FAQ below.

Claim for compensation

Right now, questions about compensation are assessed on a case-by-case basis and will be handled in the order they are received by us. Read more about how to submit a claim for compensation in the FAQ below.

Frequently asked questions

How could this happen?

FOREX has over 80 ATMs in Sweden, Finland and Norway. FOREX buys these ATMs as a complete service from one of the world's leading suppliers of IT solutions and services for trade and banking. FOREX decides where the ATMs will be located and the supplier takes care of the rest, including the delivery of data files to a company that, among other things, delivers services within card redemption – also this a well-established provider – which means that the withdrawal is debited to the card.

This solution has worked efficiently, painlessly and safely until Friday 16 September when a file transfer error occurred, with the consequence that the withdrawal was charged four times.

The error itself was identified and fixed during Sunday, September 18, but FOREX only received information about the problem on Monday, September 19. A large team at FOREX has since devoted all available resources to contributing to a solution to the problem in close cooperation with these suppliers and to dealing with other urgent problems that arose as a consequence of the incident.

FOREX takes the situation that has arisen seriously and has taken measures together with our suppliers to ensure that a similar situation does not happen again, and continues to work with its suppliers to find a quick solution. FOREX and its employees have the deepest sympathies for how the incident has affected the customers.

When will erroneously charged amounts be refunded?

Reimbursement of erroneously charged amounts is currently in progress. Due to a technical fault with one of our suppliers, we cannot guarantee when individual customers will receive their refund.

Why is the refund delayed?

The fact that all our customers have not yet received their refund is due to a technical error with one of our suppliers. We are currently doing everything we can together with our suppliers to ensure that all our affected customers get back the wrongly charged amount as quickly as possible.

How do I get compensation for any fees in connection with the card transaction?

Reimbursement will also take place for any fees in connection with the card transaction, e.g. overdraft fees. In order to process the refund for these fees, we need to receive information from you.

Send the following information to kundombudsman@forex.se

  • Your name and contact details (address, telephone number, e-mail)
  • 4 last digits of the card number* of the card used for the withdrawal in the FOREX ATM
  • Details of which ATM was used
  • A copy of the expense (e.g. receipt, bank transactions, invoice)
  • Specified compensation claim (in kroner)
  • Account details (clearing number, account number, account holder, bank)

*Card number is an identification of the card that all debit and credit cards have. The number consists of 16 digits and is usually on the front of the card.

How does the refund work if I used a card that I then blocked?

If you used a card that you blocked in connection with the transaction, the refund will end up on a so-called error list at the receiving bank. Contact the card-issuing bank if you have questions or need faster processing.

How do I file a claim for compensation?

Claims for compensation are assessed on a case-by-case basis. Send the following information to kundombudsman@forex.se 

  • Your name and contact details (address, telephone number, e-mail)
  • 4 last digits of the card number* of the card used for the withdrawal in the FOREX ATM
  • Details of which ATM was used
  • A copy of the expense (e.g. receipt, bank transactions, invoice)
  • Specified compensation claim (in kroner) and a justification of the claim for compensation
  • Account details (clearing number, account number, account holder, bank)

*Card number is an identification of the card that all debit and credit cards have. The number consists of 16 digits and is usually on the front of the card