When should I make a card complaint?
Submit a claim to Nordea if you cannot settle the matter with the merchant. Attach a copy of the correspondence (eg hotel room cancellation number) to the claim form and when:
- you detect card purchases and/or cash withdrawals on your account statement that have been debited to your account and that you have not made yourself.
- your card purchase has been debited twice.
- you have not received the products or services you have ordered with the card.
- the product you have received is defective.
- the card transaction concerns an agreement that does not bind consumers in accordance with the consumer protection legislation.
As an issuer of payment cards, Nordea is liable for any misuse of a payment card in accordance with the Finnish Payment Services Act and the card terms and conditions. If you are entitled to a reimbursement, such as a refund or compensation from a seller based on a breach of contract, the Finnish Consumer Protection Act provides that Nordea and the seller will be jointly liable for the payment you are owed. In such a case, Nordea’s liability is limited to the amount of the credit card transaction stated in the complaint.
When you make purchases with your card’s credit facility, you get extra security with cardspecific services: Nordea’s credit cards include unique benefits, such as comprehensive travel insurance for trips abroad.
Please note that the following cases do not always provide grounds for a card complaint:
- A car rental agency may be entitled to charge for unpaid refuelling and fines in arrears if this has been agreed on in the car rental agreement.
- Hotels are entitled to charge unpaid minibar purchases in arrears. Some hotel reservations made online do not include a cancellation right, and hotels have the right to charge the price of one overnight stay as a “no-show” charge.
- If you have committed yourself to a recurring payment and you want to terminate the service, please contact the service provider.
If you are under 18 and want to dispute a card transaction:
If you are under 18, you can dispute a card transaction if you have your parents' consent. If both your parents are your guardians, you will need to ask consent from both of them. Alternatively, you can ask your parents to dispute the transaction for you.