An increasing number of electricity customers in Denmark are complaining that their electricity providers are failing to refund overpayments for their electricity consumption, despite a legal obligation to do so.
In Denmark, there has been a noticeable rise in complaints from electricity customers regarding the non-reimbursement of excess payments made to their electricity providers. According to the Consumer Ombudsman, there were merely five reports of this issue in 2024, which skyrocketed to 41 complaints in 2025 and already 25 complaints reported this year. This trend indicates a growing concern among consumers about their rights and the practices of electricity companies regarding prepayment and reimbursements.
The concept of 'aconto' payment means that customers prepay an estimated amount for their electricity usage based on previous consumption and expected pricing. Once the electricity companies conduct an assessment of actual usage, they are required to determine if consumers have any funds to reclaim. The recent complaints highlight an apparent failure by some companies to fulfill their obligation to reimburse, leading to increasing frustration among customers who find themselves out of pocket.
Torben Jensen, the Consumer Ombudsman, emphasizes the importance of vigilance among electricity customers regarding their billing statements and final settlements. He stresses that consumers should actively monitor their accounts to ensure they reclaim any funds owed to them, underscoring the responsibility of both consumers and service providers in maintaining transparent and fair practices in the energy market.
