If something has gone wrong with a purchase or withdrawal, you should first contact the company to resolve the problem.
Save all documentation such as transaction receipts, order confirmations and email conversations that can support your dispute. We recommend that you have written contact with the company in question, in order to gather documentation for your dispute.
Unauthorised transactions
You always have an obligation to regularly check transactions on your account. If during the check you discover transactions that don’t match your receipts, or that you don’t believe you’ve made, contact us as soon as possible.
First, you should try to contact the company yourself to resolve the problem. Save all documentation and all types of supporting evidence that can substantiate your reason for disputing, as this will be requested when making the card dispute. You need to file a police report and block your card that was used for the transaction. Read more about how to block your card HERE.
Start your card dispute by clicking here, logging in with your BankID and following the instructions. What you need in order to make a card dispute is:
Your BankID
Personal identity number
Your card number
Police report
Any documentation
If the submitted dispute is assessed as valid, the card dispute is created with our card provider Nets. Please note that their processing time can vary and sometimes amount to approximately 4 months for more complex cases. In some cases you may receive an advance payment for the amount. If Nets rejects your dispute, the advance payment is reversed.
You should be aware that your ability to object to unauthorised or incorrect transactions ceases in all circumstances 13 months after the amount was deducted from your account. If you dispute too late or don’t dispute at all, you lose the opportunity to recover your funds. In that case, you’re responsible for the full amount.
Questions
If you experience problems or have questions regarding the card dispute, you should contact Nets on phone number +468 527 525 35.
For general questions you can contact us. You can read more about how to chat with us HERE, and you can find our phone number and opening hours on our website here.