There are two main reasons why a refused payment and refund may occur during buying (fiat to crypto) transactions:
The name on your payment instruction to your bank does not match the bank account holder's name, "Bity SA" in this case. This happens when you make a payment from an ebanking account putting Bity's iban, but give the name of someone else.
You didn't include the Bity reference (bity.com XXXX-XXX) with your payment or the reference is wrong.
Please note that every transaction has a unique Bity reference, so payments made with a duplicate / pre-existing reference will be refunded.
If your transaction takes more than a week, there may be an issue with your bank, which is likely that the bank blocks all payments related to crypto. The first thing to do is to contact your bank to find out if this is the case. We cannot do anything in these situations and you will need to ask your bank to refund you, cancel your order on our site, and place another order using an account from another bank.
We are a reliable, licensed, and regulated crypto finance service provider and brokerage with strong, trusted relationships built with many Swiss banking branches. A situation where a bank refuses payment from our company is very rare, but it can happen.