Mies kannettavalla tietokoneella.

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 (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 correction request must include detailed information about the incident. If all requested information and attachments have not been delivered, the processing of the correction request 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

If you have paid for your trip using your card’s credit feature, do the following:

1. Check that you have all the required information and documents:

  • a copy of the order or booking confirmation listing the terms of the order or booking 
  • details of the card transaction (date, amount, recipient’s name) in the form of a copy of your bank statement or credit card bill, for example
  • copies of your correspondence with the seller if applicable

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

Include the documents listed above and any other relevant additional information.  

The chargeback request form service is provided by Signom Oy. Go to the chargeback request form

3. You can also send the form and attachments by post. Chargeback request form (pdf)

Send the form by post to:

OP Asiakaspalvelu
Tunnus: 5021582
00003 VASTAUSLÄHETYS

4. For assistance in filing the chargeback request and regarding your bill, call OP Cards customer service on 0100 0500. See opening hours

If you have paid for your trip using your card’s debit feature, do the following:

1. First, apply for reimbursement from Kammarkollegiet, which issued the travel guarantee. After this, file the chargeback request by following the instructions below. 

2. Check that you have all the required information and documents:

  • a copy of the order or booking confirmation listing the terms of the order or booking
  • details of the card transaction (date, amount, recipient’s name) in the form of a copy of your bank statement or credit card bill, for example
  • copies of your correspondence with the seller if applicable
  • a document stating that the insurance company does not cover the loss (for example, a copy of the insurance company’s website where this is stated)
  • a copy of your reimbursement application to Kammarkollegiet that shows the date of sending the application 
  • once you have received a reply to your application from Kammarkollegiet, add it to your existing chargeback request as soon as possible. You can add attachments by logging in to the site again.

3. To file the chargeback, fill in the request form carefully, including all charges that you are disputing.

4. Include the documents listed above and any other relevant additional information with your chargeback request.  

The chargeback request form service is provided by Signom Oy. Go to the chargeback request form

You can also send the form and attachments by post. Chargeback request form (pdf)

Send the form by post to:

OP Asiakaspalvelu
Tunnus: 5021582
00003 VASTAUSLÄHETYS

5. For assistance in filing the chargeback request, call OP Cards customer service on 0100 0500. See opening hours

Go to the Finnish Competition and Consumer Authority’s website

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. Go to the Police of Finland website to file a police report
 
3. Check that you have all required information for filling in the correction request:
 
transaction details (time, amount, the retailer’s name and a copy of bank statement or credit card bill)
copy of filed police report
 
4. Fill in the correction request form with care, including all transactions that you are disputing.
 
    Attach to the correction request a copy of the bank statement or credit card bill where you have marked the transactions that are disputed, and a copy of the investigation request (as confirmation of having filed a police report) and possible other additional documents. 
    
    Correction request form service is provided by Signom Oy. Go to the correction request form 
 
5. You can also send the form or additional information and attachments by post. Correction request form (PDF) 
 
Send the form by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS
 
6. To get help for filing the payment 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 required information for filling in the correction request:

transaction details (time, amount, the retailer’s name and a copy of bank statement or 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 correction request form with care, including all transactions that you are disputing.
    
    Attach to the correction request a copy of the bank statement or credit card bill where you have marked the transactions that are disputed, and possible other additional documents. 
    
    Correction request form service is provided by Signom Oy. Go to the correction request form 
 
3. You can also send the form and attachments by post. Correction request form (PDF) 
 
Send the form by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS
 
4. To get help for filing the payment 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 attach to your already submitted correction request additional documents, such as a copy of the investigation request (as confirmation of having filed a police report), a copy of a receipt / bank statement / credit card bill, a copy of your correspondence with the seller, or other additional information concerning the matter, do as follows:
 
1. Attach additional information or an attachment to an earlier made complaint through the correction request form. Correction request form service is provided by Signom Oy. Go to the correction request form.
 
2. Contact OP Cards customer service on 010 252 9871 (Mon–Fri 9.00–16.30) for help, if needed.
 
3. You can also send additional information and attachments by post to:
 
OP Customer Service
Tunnus: 5021582
00003 VASTAUSLÄHETYS