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How to file a complaint related to your payment card

If your card is lost or stolen or retained by an ATM, or has transactions you don’t recognise, deactivate your card immediately by calling OP Deactivation Service on 0100 0555 (mnr/lnr, open 24/7).

As soon as you make a closing notice, the responsibility for the payment card is transferred to the bank and we will close your card immediately. Do this even if your phone is lost and you have Pivo, Apple Pay, or Google Pay to which you have added this payment card. This way, you won’t lose your money if someone uses your card without permission.

Unidentified credit or debit card transactions

File a complaint (a correction request) immediately, if you find that your bank statement or credit card bill has card transactions or transfers from your credit facility that you don’t recognise. If your card or card information is stolen, also file a police report.

Please note that car rentals have the right to charge for unpaid refuelling, road tolls and fines afterwards. Hotels also have the right to charge a no-show fee for an unused or non-cancelled booking in accordance with the terms and conditions of booking as well as any unpaid minibar purchases afterwards.

Credit card charges in breaches of contract

You have the right to reclaim purchases made using your card’s credit feature if you have not received the service or product you paid for due to a breach of contract by the seller.

Examples of breaches of contract:

  • You have not received the products or service you have paid for.
  • A transaction has been charged twice.
  • The product or service does not comply with the contract.

Alway try to address the the matter with the seller first, because you are obligated to prove the seller's breach of contract. File a complaint with the creditor (OP) immediately as soon as the seller’s breach of contract is obvious. ​Your complaint must include detailed information about the incident. If all requested information and attachments have not been delivered, the processing of the complaint may be delayed or prevented.

If the goods or services have been purchased from a private person, the Consumer Protection Act does not apply to the transaction. In transactions between private persons, there is therefore no right of complaint against the bank. A good or service is considered purchased from a private person also when it has been purchased from a company-maintained marketplace or other similar service where the sale takes place between private persons.

Reclaiming payment card charges in the event of bankruptcy

You are entitled to a refund on purchases made using your card’s credit feature if you have not received the service or product you paid for due to the seller’s bankruptcy.

You can also reclaim purchases made using your card’s debit feature if you are not refunded by the bankruptcy estate or another third party. In this case, we will investigate whether you are entitled to a refund from the seller’s bank under Visa’s international rules.

How to reclaim charges

1. Deactivate your card immediately by calling OP Deactivation Service on 0100 0555 (24/7). 
 
2. File an investigation request, or a police report with the police.
 
 
3. Check that you have all the required information:
 
transaction details (date and time, amount, the retailer’s name and a copy of bank statement / credit card bill)
copy of the filed police report
 
4. Fill in the complaint form carefully and list all charges that you are disputing.
 

Attach to the complaint a copy of the bank statement or credit card bill and a confirmation of filing a police report along with possible further clarifications.

The card claim service is provided by twoday Oy's electronic signature service Signom in cooperation with OP. Please note that you're being redirected to a service outside OP; the service's design is based on a partner's brand.

Go to card claim service

 
5. You can also send the form or additional information and attachments by post. Complaint form (PDF) 
 
Send the form by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS
 
6. For assistance in filing a card complaint or regarding your bill, contact OP Cards customer service on 0100 0500 (press 5 for service in English). Check OP Cards customer service opening hours

1. Check that you have all the required information:

transaction details (date and time, amount, the retailer’s name and a copy of bank statement / credit card bill)
correspondence between the seller and yourself, if any
terms and conditions of the order or contract
order confirmation, receipt or both
any other material to verify your right to complain
 

2. Fill in the complaint form carefully, including all charges that you are disputing.

Attach to the complaint a copy of the bank statement or credit card bill along with possible further clarifications.

The card claim service is provided by twoday Oy's electronic signature service Signom in cooperation with OP. Please note that you're being redirected to a service outside OP; the service's design is based on a partner's brand.

Go to card claim service

 
3. You can also send the form and attachments by post. Complaint form (PDF) 
 
Send the form by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS
 
4. For assistance in filing a card complaint or regarding your bill, contact OP Cards customer service on 0100 0500 (press 5 for service in English). Check OP Cards customer service opening hours

If you want to attach additional information to an already submitted complaint, such as a confirmation of filing a police report, a copy of receipt / bank statement / credit card bill, a copy of your correspondence with the seller, or any other information on the matter, do as follows:

1. Attach additional information or an attachment to a complaint you've made earlier through the complaint form.

The card claim service is provided by twoday Oy's electronic signature service Signom in cooperation with OP. Please note that you're being redirected to a service outside OP; the service's design is based on a partner's brand.

Go to card claim service

 
2. For assistance in handling a complaint, call Customer Service on 010 252 9871 (Mon–Fri 9.00–16.30), if needed.
 
3. You can also send additional information and attachments by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS