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Fees for business customers

We have identified a number of business customers in Denmark who may have paid credit renewal fees which we did not have a basis for collecting. This was due to an issue in a system implemented in 2015, when we automated fee collection for business customers. The issue relates to the lack of registration of credit facilities’ expiry dates and the fact that the system was not able to identify whether the customers in question had facilities at the time of the collection. In some cases, the fees were therefore collected even though the customers did not have credit facilities when the fees were collected.

We are also investigating an additional group of customers with credit facilities for whom the collection of the fees may not be properly justified.

We have temporarily stopped the system collection of credit renewal fees until we have solved the issue to eliminate the risk of further wrongful collection. 

Customers affected and information to them

We are examining a group of around 2,200 business customers in Denmark for whom we may have wrongfully collected credit renewal fees. All affected customers will of course be compensated.

Numbers updated 9 December 2021

Around 2,200* customers potentially affected
* reduced by 100 customers on the basis of additional analysis

All potentially affected customers are informed

1,683* customers have received compensation
*We still need to handle the remaining 224 special cases

About 300 customers are not affected

Timeline

  • In April 2021, we begin paying compensation to the affected customers.

  • In January 2021, we begin informing the potentially affected customers to inform them of the issue and that they may be affected.

  • In December 2020, we temporarily stop the system collection of credit renewal fees until we have solved the issue to eliminate the risk of further wrongfully charging.

  • In October 2020, we identify wrongfully collected credit renewal fees for some business customers in Denmark. To assess the root cause, scope and significance of the issue, we initiate an internal review.

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