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.

  • Dispute via Danske eBanking

    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

    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.

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

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

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

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

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

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

  • Dispute options for various cards

    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)
  • Contact us concerning disputes

    Contact us concerning disputes

    You can block your card in Danske Mobile Banking and Danske eBanking or by calling us at +45 70 20 70 20

    Enquiries concerning disputes 
    If you have questions about how to submit a dispute, please feel free to contact us on tel. +45 45 12 92 00 open Monday-Friday 10.00-16.00.

     



  • Good advice for shopping safely online

    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 NemID, 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.
.

Questions and answers

Need help ?

You can always order a non-binding meeting with one of our advisers. All you have to do is fill out the form and we will contact you and have a meeting in place.

  • Book a meeting

    You can always order a non-binding meeting with one of our advisers. All you have to do is fill out the form and we will contact you and have a meeting in place.

  • Call us
  • Find us
    Find branch or ATM

Enjoy all the benefits from today. Become a Danske Bank customer.