A growing number of consumers are complaining that their electricity company is not refunding the amount they have paid too much on account for electricity. This is stated by the Consumer Ombudsman in a press release.
Aconto means that the customer pays an estimated amount in advance for their electricity consumption. When the electricity company is then able to calculate how much electricity the customer has actually used, the customer is supposed to get money back if they have paid too much.
- We see a very clear and distinct trend that more consumers are experiencing problems getting their receivables back when they have paid too much on account to their electricity company, says Consumer Ombudsman Torben Jensen.
In 2024, the Consumer Ombudsman received five inquiries about non-repayment of an on account. That number increased to 41 in 2025.
And in 2026, the Consumer Ombudsman has now provisionally received 25 inquiries from electricity customers who experience that the excess on-account payment has not been returned to them. It is your right as an electricity consumer to have your outstanding amount refunded at least once per quarter if you have paid too much on-account.
- We are following the development closely, and if consumers are unable to find a solution with their electricity company, we encourage them to seek help and ultimately contact the Danish Electricity Supply Authority or complain to the Energy Appeals Board, Torben Jensen informs.
If, as a customer of an electricity company, you do not experience that the refund of the on-account payment is being made as it should, you are not bound to that company.
- There is a free choice of electricity supplier in Denmark. If an electricity customer prefers to pay continuously for their actual consumption rather than on account, the customer has the right to switch to an electricity company that offers this solution, says Torben Jensen.
If you terminate your subscription with one electricity company to switch to another, you are entitled to a final statement and a possible refund of excess on account money within four weeks.
/ritzau/
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