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Card dispute
Cardholder dispute
When can you initiate a cardholder dispute? What are the important factors to consider?
When do you need to initiate a cardholder dispute?
A cardholder dispute can only be initiated if the purchase or withdrawal has been made using your card. If the payment has been carried out via Swish, direct payment or transfer, please contact your local branch.
When something goes wrong in conjunction with a purchase
If you don’t receive the purchased goods or service, or if your account is debited twice, you should, as the first alternative, contact the place of purchase and ask for the error to be corrected.
If a correction is not made, you can initiate a cardholder dispute. In these cases, you must submit supporting documentation which verifies that you have been in contact with the place of purchase. Such documentation may include an order confirmation, communication between yourself and the vendor, or a police report.
If you are unsuccessful in contacting or receiving assistance from the vendor within 30 days, it is important that you initiate a cardholder dispute as soon as possible, as Mastercard and Visa have time limits for this.
If the company from which you have made your purchase goes bankrupt, and you are therefore not able to use the goods or service that you have paid for, you can initiate a cardholder dispute for “services not provided”.
Preliminary card purchases
It is not possible to initiate a cardholder dispute for preliminary card purchases or withdrawals. Preliminary card purchases are reported to the customer as "Prel”, followed by the name of the vendor. It may take 5-7 business days for a preliminary card purchase to be debited from your account.
Purchases and withdrawals not made by you
If you discover transactions that you haven’t carried out yourself, you have the right to initiate a cardholder dispute. Block your card as soon as possible in order to prevent further unauthorised purchases. You will also need to report the matter to the police and add this report to the cardholder dispute.
Stolen or lost card
If you are about to initiate a cardholder dispute concerning card purchases and withdrawals made with a lost or stolen card, it is important that you also block the card if you have not done so already. You will also need to report the matter to the police and add this report to the cardholder dispute.
When something goes wrong in conjunction with a cash withdrawal at an ATM
If you do not receive the requested amount at an ATM, you can use the cardholder dispute form that can be found further down the page. If something goes wrong in conjunction with a deposit to a cash deposit machine, you will need to contact one of our branches in order to fill in a special form.
How to initiate a cardholder dispute
Initiating a cardholder dispute digitally
Initiating a cardholder dispute digitally is a simple process. Once we receive notification of a cardholder dispute, we will process the matter and then contact you. You must have a Swedish BankID to be able to initiate a cardholder dispute digitally. If you are not able to initiate a cardholder dispute digitally, please contact your local branch.
Help and Support
Personal service 24 hours a day: +46 (0)771 77 88 99
Card block
You can block your private card directly in Online Banking or in the mobile app. You can also call us:
Within Sweden: 020 41 12 12
From outside Sweden: +46 8 411 21 22
When you have submitted a cardholder dispute
We’ll keep you informed
We will inform you via email when we start processing your cardholder dispute. If we need more information, we will contact you. A cardholder dispute may take up to six months, and any notifications will be sent to the email address that was stated when the dispute was initiated.
In some cases, we may need to contact you regarding the cardholder dispute. If we request additional information about the documentation, it is important that you reply within the given time frame. If we do not receive your reply within the specified time, your right to dispute the transaction will expire, and the case will be closed.