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 ?
- 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)