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Card dispute

You can submit a dispute if you see card transactions on your account that you cannot recognise or accept.

A dispute is submitted via Danske eBanking or via Danske Bank’s website; see the procedure below. At the bottom of this page, you can also find answers to the most frequently asked questions about unauthorised card use and how to submit a dispute.
Visit our ‘Be Safe’ page, which offers advice to protect yourself from fraud.

  • Dispute via Danske eBanking

    If you suspect unauthorised use of your card, you must block it immediately.

    If you have made the purchase yourself
    If you have made the purchase yourself, you must first try to solve the problem with the merchant from which you made the purchase before submitting a dispute. If you cannot find a solution together with the merchant within 2-4 weeks, dispute the payment immediately. The sooner you contact us, the greater the chances that we can help you get your money back.

    If you are under 18 years of age, you must submit the dispute via the menu item to the left called Dispute via form. 


    How to proceed
    • Log on to Danske eBanking.
    • Click the function arrow next to the card and select Dispute.
    • You must then answer a few questions to specify your dispute. Go to the questions by clicking Start.
    • Open and read the agreement document.
    • Click Proceed to accept.
    • Enter your password and click Ok.

     

     

  • Dispute via form

    If you suspect unauthorised use of your card, you must block it immediately.

    If you have made the purchase yourself
    If you have made the purchase yourself, you must first try to solve the problem with the merchant from which you made the purchase before submitting a dispute. If you cannot find a solution together with the merchant within 2-4 weeks, dispute the payment immediately. The sooner you contact us, the greater the chances that we can help you get your money back.
    If you are under 18 years of age, your guardian must also sign the dispute form.

    Find the right dispute form
    You find the form you need by answering a few questions. Go to the questions by clicking Start.
    To use a form, you must print it when you have completed it. So have a printer ready. Only use the forms if transactions/purchases have been made with your card that you do not recognise or cannot accept.
    In case of other issues, please call us on +45 70 12 34 56.

     
     

    I have used my card at the homepage, in the store or at the ATM ?

    Please note:
    • You should check your account for more transactions from the same merchant. The amount may be an extra charge in connection with a welcome offer that you have accepted, perhaps a trial package. If you have rented a car or stayed at a hotel, the charge may be an extra in connection with it.
    • That when you make a purchase by mail order, in a shop, or withdraw money at an ATM it may take longer than you expect before your account is debited.
    • On some occasions, there may be a difference in the name of the merchant where you made your purchase, and the name shown on your account.
    Back

    Yes, I have used my card at the homepage, in the store or at the ATM

    Back

    Yes, the amount is incorrect or has been debited more than once

    Back

    Yes, I have ordered the goods or services, but something has gone wrong

    Back

    The card was in my possession at the time of the disputed transaction(s)

    Back

    Yes, the card was in my possession, but I have not engaged in nor authorised the transaction(s)

    Back

    No, the card was not in my possession, and I have not engaged in nor authorised the transaction(s)

    Back

  • Dispute options for various cards

    Read more about the options offered by the various card types for disputing an online purchase.
    Visa/Dankort (pdf)
    Dankort (pdf)
    MasterCard (pdf)

  • Good advice for shopping safely online

    Tips on how to avoid fraud and take care of yourself online.

    Read details about your options for disputing online payments made with cards.

    • The police: The website of the Danish police (politi.dk), where you can report the theft of your card or MitID, for example.
    • Consumer Europe: The public consumer portal under the Danish Competition and Consumer Authority and the EU, which can advise you on your options for disputing payments for purchases made in shops in the EU
    • The Consumer Ombudsman: An independent authority, which can help you gain an overview of the rules applying to marketing, payment services and online shopping.
    • The e-mark (e-mærket): A non-profit organisation, which certifies Danish online shops that provide secure and transparent shopping.

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Questions and answers

  • If problems arise in connection with a purchase, you must attempt to settle the matter with the merchant before disputing a payment. If you and the merchant fail to settle the matter within four weeks of the purchase, you must dispute the payment immediately. We recommend that you contact the merchant by email, so that your enquiry can be documented. If you have tried to withdraw cash from an ATM, and an error occurred, you need only file a dispute with us. This applies regardless of which ATM you used.
  • You will be notified of your case number once we have created the case. So please ensure that your contact details are always up-to-date. You can update your contact details yourself in Danske eBanking or Danske Mobile Banking.
  • We start examining the matter when we have received your dispute. Our examination covers the digital traces relevant for your case, as well as any exchange of information with the police. If we need further information, or if the case requires your consideration of a specific matter, we will of course contact you during the process.
    Please note: It is very important that you answer any enquiries from us regarding your dispute within the deadline specified. Otherwise, we risk exceeding deadlines and thus losing the possibility of helping you.

  • You must report unauthorised use to the police if your card has been stolen, or if you have information about who is using your card without being authorised to do so. If you have reported the matter to the police, you can either state the police reference number in your dispute, or subsequently send it to us by email at indsigelse@danskebank.dk. If you send us an email, please remember to state your account number or case number. 

  • We cannot assess your possibilities of getting your money back until you have submitted the dispute.

    • If you have made a purchase with a merchant online, our possibilities of helping you depend on which card you used for the payment. For further details, please see the How to submit a dispute for various cards menu item above.
    • If your card has been used to make an unauthorised online purchase, we will normally reverse the full amount. 
    • In case of unauthorised use of your card and PIN, the general rule is that you are liable for the first DKK 375 yourself (your liability).

     
  • You must block your card immediately in case of unauthorised use. However, you may find that several amounts are charged to your account after you have blocked the card. This may happen because amounts are often not charged until several days after the purchase was made. If there are entries on your account that you cannot recognise or accept after the card was blocked, you must remember to submit a dispute for these amounts.

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    Main number

    +45 70 123 456
    • Contact us Feel free to contact us 24 hours a day

      On weekdays between 9pm and 9am as well as on holidays between 4pm and 10am, we answer calls mainly concerning the blocking of cards and fraud suspicion.
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       When you call us or we call you, conversations may be recorded and stored for documentation and security purposes. Information about how we process personal data is available here.

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