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Interest on reminder fees

In connection with the analysis of the debt collection issue, we have found that we have wrongfully collected interest on reminder fees. The error arose in connection with an amendment of the Danish Interest Act (Renteloven) to which our systems were not adapted.

We are currently reviewing all reminder fees that we have charged in Denmark since 2005 – this concerns about 347,000 customers. In how many cases interest on reminder fees has been charged is still unclear. Customers who have paid interest on reminder fees will of course be reimbursed and will receive compensation for the time that the money should have been at their disposal.

We have, however, in our ongoing review of the reminder fees issue in Denmark, recently identified potential issues related to another type of reminder fee, which we are still examining the cause and extend of.

At this stage, our analysis show that half of the customers affected to have paid under DKK 10 in interest on reminder fees. We are still in the process of analysing the issue and have also identified cases with significantly larger amounts.

We have identified a similar issue in Norway, where up to 190,000 customers can be affected. We are looking into the scope of the issue there and the economic consequences, but expect the average compensation amount to be higher in Norway.

We have made sure to stop the wrongful charging of new reminder fees – in Denmark as well as in Norway – and will ensure that all potentially affected customers in both countries are informed of the issue as quickly as possible.

Customers affected and communication to them

We are examining fees and interest paid since 2005 by about 347,000 customers in Denmark and 190,000 in Norway who may potentially be affected by the issue. In relation to the potential issues related to another type of reminder fee, our current preliminary understanding is that this issue will affect in excess of 140,000 additional customers, as reminder fees typically involve significant number of customers. However, this number is not reflected below, as we are still examining the extend of this potential issue.

Numbers below updated 4 October 2021

Numbers from Denmark



Up to 347,000 customers potentially affected

All potentially affected customers have been informed

211,000 customers have received compensation

Numbers from Norway


Up to 190,000 customers potentially affected

174,000 customers have been informed

Timeline

  • In July 2021 we begin to inform potentially affected customers in Norway.

  • In May 2021, we begin paying compensation to the affected customers in Denmark.

  • In March 2021, we begin to contact customers in Denmark, who potentially can have been charged interest on reminder fees. We inform them of the issue and that they may be affected.

  • In September 2020 we stop the charging of new reminder fees.

  • In connection with the analysis of the debt collection issue, we identify the wrongful charging of interest on reminder fees. In May 2020, we initiate a comprehensive analysis of the issue and its scope.

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Customers

Are you or do you think you are affected by the issue?

We will contact affected customers directly.
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