Hi @bchip
Sorry to hear from your adventure.
I am pretty sure you landed on a false website.
Have a look on the two websites of the very well working online bank in Switzerland with lots of contact possibilities:

If you really have been on this very website - then you have lots of contact possibilities.
Never they will want to get a "VIDEO" of you - really strange! And phone support is until 22h CET... (see 2nd pic).
If you lost your money you need to open a legal case.

Please tell me if you need any help from here (I am a longtime client of swissquote.com) - I could contact them.
In this case contact me via pm.

Hope for your success. Good luck.
GFIs1

Thanks for the response.

It would be extremely weird if it was a scam site because
- The app I downloaded on Google play is "Swissquote Mobile"
- The logins work for the official site and the app
- I received the PDF L3 document from the callcentre desk (same number your showing +41 44 825 88 88)
- The bank I selected was from a pre-approved list in my bank
- The emails I received were from ([email protected])
- The customer care is 08:00 - 22:00 and I did use the number as you point out
however I was told opening an account can only be done by the accounts department
which is only till 17:00 (Swiss time)

I also think if it was a scam they would have been way more accommodating and rules
wouldve been applied ...less

At this point my frustration is more that everything feels like an uphill battle,
with apps not working, 4 layers of passwords (where they can decrypt it!), taking a week to process a payment...

But glad to hear that youve got a good experience with them, it really could just be bad circumstance.
I will bite through it a bit longer

I would recommend you to go on the site (see second pic) with "Live Chat" and talk with them - for sure you will be
guided quickly to the goal. This will be the test if you are with the real bank.
Good luck
GFIs1