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How to file a complaint related to your payment card

If your card is lost or stolen, retained by an ATM or has transactions you don’t recognise, deactivate your card immediately by calling the OP Deactivation Service on 0100 0555 (mobile charge/local network charge). The deactivation service is open every day of the week, around the clock.

As soon as you file a deactivation report, the responsibility for the payment card will transfer to the bank and we will immediately deactivate your card.

Also, call the OP Deactivation Service if your phone or other smart device is lost and you are using Apple Pay, Google Pay, Samsung Pay or Garmin Pay to which you have added OP's payment card. This way, you will not loose your money if somebody uses your card without authorisation. Also, file a deactivation report if you suspect that your OP user ID has ended up in the wrong hands.

There are transactions on the card that I don’t recognise

File a complaint 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, card details or user ID has been stolen, you should also file a police report.

File a complaint for the misuse of your card if:

  • You card is lost or stolen and you have not made or authorised the payments.
  • You do not recognise all the transactions on your card and have not made the payments.

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 and non-cancelled booking in accordance with the terms and conditions of booking as well as any unpaid minibar purchases after your hotel visit.

1. Deactivate your card immediately by calling the OP Deactivation Service on 0100 0555 (available 24/7). If calling from abroad, the number is +358 100 0555.

2. File an investigation request, or a police report, with the police. Go to the Police of Finland website to file a police report

3. Check that you have all the required information:

  • transaction details (date and time, amount, the retailer’s name and a copy of the 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 with 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.

Go to the 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
ID 5021582
00003 REPLY MAIL ITEM

6. Once the complaint and the required additional information have been received, they will be processed and you will receive a decision by a message to OP-mobile and the op.fi service.

7. For assistance in filing a card complaint or regarding your bill, call OP Cards Customer Service on 0100 0500. See the opening hours

There is an error in the product or service I purchased

If you haven't received the service or product that you paid for, or it contains an error for which the seller is responsible but for which the company refuses to compensate you, for example, the seller has committed a breach of contract. This includes cases where you did not receive the tickets for an event that you purchased, there are dents in furniture that you have ordered, or a travel agency goes bankrupt and you cannot take the trip you already paid for.

You can file a complaint for payment transactions made with any OP card. However, if you paid for the product or service with a credit card, you have the best chance to get your money back. According to the Consumer Protection Act, you can claim compensation from the issuer of the credit card, in this case, OP.

File a complaint if:

  • You have only made one purchase but the same purchase has been charged several times, for example.
  • The wrong amount has been charged to your card. - You have not received the products or services you ordered.
  • You have not received the refund for a cancelled order that the seller promised.
  • You did not receive the money at a cash dispenser or only received a part of the money.
  • The seller has gone bankrupt and you cannot get a refund for your purchase.

Please note that you cannot file a complaint for purchases you made from a private person because the Consumer Protection Act does not apply to transactions between private persons. Goods and services are also considered to have been purchased from a private person when they have been purchased at a marketplace or another service maintained by a company where trade between private persons takes place.

First, try to settle the matter directly with the seller because you need to verify the breach of contract. Only after this, file a complaint with OP.

1. Check that you have all the required information:

  • transaction details (date and time, amount, the retailer’s name and a copy of the bank statement / credit card bill)
  • any communication between you and the seller
  • 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 and list all charges that you are disputing.

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

Go to the 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
ID 5021582
00003 REPLY MAIL ITEM

4. Once the complaint and the required additional information have been received, they will be processed and you will receive a decision by a message to OP-mobile and the op.fi service.

5. For assistance in filing a card complaint or regarding your bill, call OP Cards Customer Service on 0100 0500. See the opening hours

I want to submit additional information for a complaint I filed earlier

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

Go to the card claim service

You can also send additional information and attachments by post to:

OP Customer Service
ID 5021582
00003 REPLY MAIL ITEM