What to do in case of card and account-related fraud

If you suspect fraud or unauthorised use of your card or account, follow the steps below:

• If a card was used then block your card as soon as possible via Danske Mobile Banking, Danske eBanking, or by calling us. Find instructions on how to block your card here:
  • Mobilebank and eBanking
  • Block your card by calling our Customer Support at +45 70 12 34 56

• If a card was not used, then call us as soon as possible at +45 45 14 36 50. The line is open from 10 AM to 4 PM on weekdays. Outside of these hours, please call Customer Support at +45 70 12 34 56. This line is open 24/7.

• If someone has gained access to your card, MitID or your online channels like Danske eBanking and Danske Mobile Banking, contact Customer Support at +45 70 12 34 56 to secure your personal information and accounts by blocking for further access.

If you notice any unauthorised transactions, it's important to gather all relevant details and report the fraudulent activity to us as soon as possible.

Relevant information includes specific details about the event, such as the date, time, how the fraud took place, and any known details about the fraudster's method of operation, including amounts involved. Customer Support will provide guidance in gathering this information.

Whether it's related to your card or account, informing us as soon as possible helps us address the issue effectively.

Consider a Police report

We advise reporting any fraudulent activities to the police, as this allows for a thorough investigation. Danske Bank will assist by providing the necessary information to support the police in their investigation.

To guide you through the process of addressing potential card fraud, please visit our dedicated page for detailed instructions on submitting a dispute. You will also find answers to frequently asked questions about unauthorised card use.

For more information, please visit: Card dispute

In cases of fraud where the customer did not make the payment themselves, a claim must be made no later than 13 months after the transaction has been debited on your account.

If you have noticed any unauthorised transfers made through some of the available services from Danske Bank, such as: eBanking, Mobile Banking or in ATM, you should follow the steps below.

These steps also apply if you were tricked into authorising a transfer by a fraudster (such as being deceived into paying a deposit for a housing rental or convinced to transfer to an ‘secure account’).

1. Contact us: Call us as soon as possible at +45 45 14 36 50. The line is open from 10 AM to 4 PM on weekdays.
   
   Outside of these hours, please call us at +45 70 12 34 56. This line is open 24/7.


2. Initiate a dispute by providing us with the details of the fraudulent transaction. Once you have been in contact with Customer Service, we will send you a form to complete and return, ensuring we have all the necessary information. This enables us to take swift action to secure your account and investigate the matter.

In cases of fraud where the customer did not make the payment themselves, a claim must be made no later than 13 months after the transaction has been debited on your account.

We follow the rules in the Payments Act regarding responsibility when managing your claim. These rules help determine who is at fault and who should cover any costs or losses and ensure the bank follows specific procedures to handle these situations.

For instance, if your payment card is used for an unauthorized transaction, you might be liable for a certain amount, but the bank could cover the rest, depending on the situation. If you do not contact us as soon as possible after you have noticed the unauthorized transactions, then you may also be liable for a certain amount.

Here are some tips on how to help prevent fraud and reduce any financial losses if fraud has occurred:

• Regularly review your account transactions to promptly identify any unauthorised activities. If you don't recognise a business name on your account statement, it could be listed under a different name. Consider searching the name online to see if it appears familiar.


• Always respond swiftly to any signs of fraud to minimize potential financial loss.


• Never share MitID codes or similar payments information. Danske Bank, public authorities or a genuine organisation will never contact you to ask for personal information such as PINs and card details, and we will never ask you to download or open apps from unofficial sources.


• You can find more good advice on how to protect yourself against fraud at danskebank.dk/besafe-en.

You can enhance your digital security with support from the Cyberhotline. This service can help you with practical tips on spotting online fraud, creating strong passwords, and securing your wireless network. Cyberhotline offers proactive guidance to boost your overall digital safety.

Learn more about protecting yourself at: sikkerdigital.dk/cyberhotline

Have you or someone close to you been affected by fraud? Offerrådgivningen's dedicated volunteers offer guidance and assistance to victims. They provide personal support, advice on accessing psychological help, and information about legal assistance, either via phone or in person. It's important to remember that your reactions are normal, and Offerrådgivningen is there to help you cope.

Visit: Offerrådgivningen - Støtte til ofre, vidner og pårørende