Read more about

Cardholder dispute


Fill in and return the dispute form

Did the goods you ordered never arrive? Have you been charged more than once for the same purchase?

You should start by contacting the merchant you made the purchase from and try to solve the problem that way. The merchant you made your purchase from is liable for any defects, so you must start by contacting the merchant before we can help you out.

If your problem is not solved, contact us to file a complaint.

We need the following information

  • Your contract number
  • The disputed amount
  • Why you dispute the payment


On the complaint form, tell us about your contact with the merchant. State the name of the person you spoke to and the outcome of the conversation. Save and enclose copies of any correspondence with the merchant as well as any other documentation that may support of your claim, such as a receipt, order confirmation or delivery confirmation.

If your card is lost or stolen or you discover an unauthorised transaction, please block your card as quickly as possible. You should also report the incident to the police.

If you do not have a receipt of your purchase, contact the merchant and request a copy. We do not keep any purchase notes. You may submit your claim by post, fax or email.

Remember that the dispute form must always be signed by the cardholder.

Please contact customer service, if you have any questions.