Questions and answers
Why do I need to contact the place of purchase?
The store where you have made your purchase has the ultimate responsibility when something has gone 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, please report to us as soon as possible. In your dispute, we need to see the dialogue you have had with the place of purchase, and we recommend that your communication with them should be done in writing.
You should also attach any documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipts, etcetera.
When should I block the card?
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 +45 70 301 201.
I have a place of purchase in my account statement that I do not recognise, but I recognise the amount. How can that be?
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.
When do I need to report to the police?
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.
Do I need to pay a disputed amount?
You can deduct a disputed amount from your payment, but before you do so you need to contact our Customer services.
I need a copy of a receipt – can you help me?
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.
I have purchased a product that has turned out to be fake, defective or does not live up to my expectations. What do I do?
Many times these issues can be resolved through dialogue with the place of purchase, so you need to primarily contact the store to try to solve the problem. If you do not get help from them, you can fill in a complaint.
In order for us to assist you, it must be stated in the complaint that you have contacted the place of purchase, so we recommend that the communication be done in writing.
Also attach any documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipt, etcetera.
I have made a complaint, but discovered that the purchase in fact is correct. What do I do?
Please notify us as soon as possibly through the contact information sent to you in our automatic response to your complaint.
What if my ordered product doesn’t reach me?
Before you file a complaint, you should primarily turn to the place pf 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 – we recommend that all of your communication is done in writing. Also attach any documentation that strengthens your case such as e-mails, receipts, delivery confirmation, return receipt, etcetera.
What happens in the event of an airline bankruptcy?
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.
I have been charged by Itunes, Google or Playstation
When it comes to transactions in the category of games, you as a cardholder must first contact the place of purchase, 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 response from them.
I have entered intro a trading agreement, what do I do?
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.
I have recurring transactions every month that I do not recognise, why is that?
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 +45 70 301 201.
The car rental company has charged me yet another amount, what do I do?
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.