To initiate a dispute you need to fill out one of our forms below. Once you have submitted your dispute, you will receive a confirmation e-mail with an ID number within 10-15 minutes. It is important that you save the ID number if you need to contact us regarding your dispute.
For example, if you have been debited incorrectly or have not received the product/service that you paid for with your card, you must first try to solve this with the merchant. If you do not get help from the merchant, you are welcome to file a complaint.
After processing the complaint you may be entitled to some compensation.
For those who have paid for a product or service with the card and that have not been delivered due to Covid-19
Always start by contacting the merchant and claim your compensation for them, as it is the merchant that should primarily compensate for the missing product/service.
If the merchant informs you that they will return you the amount, arm yourself with patience as it takes longer now than usual.
If the merchant offer is a voucher that you do not want, you must notify them that you refuse the offer and that you wish to the amount refunded.
If, despite multiple attempts, you do not receive compensation, you can file a complaint.
The complaint must contain:
If you wish to dispute a transaction made with a stolen or lost card it is important that you block your card immediately. You also need to file a police report and attach it to your dispute.
If you have detected unauthorized transactions on your card you need to block it immediately to prevent any further transactions from occurring. Remember that you also need to file a police report.
The store where you have made your purchase has the ultimate responsibility when something has wrong with a purchase. Therefore, you must first try to solve the problem directly with them.
If you don’t receive any help from them, you can as a cardholder file a complaint to us as soon as possible. In your dispute, we need to see the dialogue you have had with the place of purchase. You should also attach any written documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipts, etcetra.
If there have been unauthorised transactions on your card, or if it has been stolen – you should always block the card immediately to prevent further unauthorised transactions.
You can block the card at any time, day or night, by calling +46 774 24 24 24.
We are only a broker of payments and we process third-party information that we receive from the merchants bank.
We trust that the information provided is correct, but there are stores handling payments under a different name than the one stated at the store or on their website. The name and city of the place of purchase may also be related to ownership, and may therefore vary.
Fraudulent activities should always be reported to the police. If your card has been stolen, or if there have been unauthorised transactions, it should be reported to the police.
You can deduct a disputed amount from your payment, but before you do so you need to contact our Customer services.
Unfortunately we can not help you with copies of receipts. We are only a payment broker and all communication with merchants are conducted electronically. The place of purchase is subject to the accounting laws and has an obligation to save receipts, so you should turn to the store if you want a copy of yours.
The store where you have made your purchase has the ultimate responsibility when something has wrong with a purchase. Therefore, you must first try to solve the problem directly with them. If you don’t receive any help from them, can you as a cardholder ile a complaint to us as soon as possible.
In your dispute, we need to see the dialogue you have had with the place of purchase. You should also attach any written documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipts, etcetra.
Please notify us as soon as possibly through the contact information sent to you in our automatic response to your complaint.
Before you file a complaint, you should primarily turn to the place of purchase and ask them why your order has not yet arrived. If they can’t or won’t help you. you have the option to file a complaint with us.
If there is a stated delivery date, you need to wait for it to pass before you can file a complaint. If there is no stated delivery date, we can not help you until 30 days have passed since date of purchase.
In order for us to help you it needs to be stated in the complaint that you have contacted the place of purchase. Also attach any written documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipt, etcetera.
When an airline has filed for bankruptcy and you have booked your trip with your card, you should primarily contact the airline or your travel agent for more information.
If you have paid for the trip with your card, you can make a complaint, and after processing your dispute you may be subject to a certain amount of compensation. The compensation only relates to the part of your trip that could not be carried out and only the part that concerns the company that has gone bankrupt.
If you have bought the trip through a travel agent, you will not be reimbursed for your booking fee or any other fees from your travel agent. Connecting flights, transfers to and/or from the airport, hotel or other accommodations do not apply to the right of a complaint. The supplementary travel insurance on the card, does not cover expenses incurred by the airline's bankruptcy.
You can not make a complaint on a trip or receive compensation for a trip, if the corresponding compensation has been paid out from another party.
When you make a complaint, you need to attach documentation showing that the airline has filed for bankruptcy and that you have tried to contact them or the travel agent who handled your booking. You also need to attach any response from them. Attach your booking confirmation or airline ticket that specifies your travel date, booking number/ticket number, passenger name and ticket price.
Note that if you are only making a complaint for part of your trip – like for instance your return trip or if part of your trip is booked on another airline – you need to present the price of the part your complaint refers to.
It is important that we get as complete a documentation as possible to process and speed up the handling of your case.
When it comes to transactions in the category of games, you as a cardholder must first contact the place of purchase/store, we ask you to do this, regardless of whether you have an account with them or not, since our complaint is reinforced by the information provided by the merchant. Only the cardholder can request that information, and this is why you must make this contact yourself.
If you don’t receive any help from the place of purchase, you are welcome to get back to us. At the time of the complaint we ask you to attach a copy of any written response from them.
When it comes to trading, we as a payment broker unfortunately can not help you. For that reason you need to primarily contact the place of purchase. We advise you to seek legal aid to understand the agreement you have entered and how you should handle this moving forward.
Transactions that are repeated every month usually refer to a subscription. In the case of non-recognised subscriptions, it is common that one has accepted a favourable offer or participated in a competition for gift certificates, mobile phones or a trial period for a product, for example,offered to only pay for postage fees.
By accepting the offer or participating in a contest, you have also approved a permanent subscription and conditions set by the place of purchase.
We ask you to primarily contact the place of purchase. If you have no way to contact them, your card should immediately be blocked to prevent any further transactions from them.
You can block the card at any time, day or night, by calling +46 774 24 24 24.
If the reason for your complaint is that the car rental company has charged you an additional amount, we ask you to primarily contact them directly. Please note that the car rental company is entitled to make additional charges to a card, for parking fines, road tolls etcetera.Often these additional charges are handled by another company, with another name, than the one you rented your car from in the first place.
If you don’t receive any help from the car rental company, you are welcome to make a complaint to us. Your complaint should contain information on who you have contacted, how this contact was made and what the result of this contact was. Please attach any documentation that strengthens your complaint, like e-mails and the contract.