Several Danish electricity customers claim that energy provider Velkommen owes them thousands of kroner. Regulators say holding back refunds violates Danish consumer protection laws, and investigations into the company’s practices are already underway.
Former Customers Still Waiting for Refunds
For more than five months, a young man from Aalborg has been trying to recover money owed by the electricity company Velkommen. After switching providers in August due to high advance payments far beyond his actual electricity use, he says Velkommen still owes him nearly 8,600 kroner.
Despite repeated calls from him, the company continues to insist that the refund is “on its way.” Similar stories have surfaced from other former customers who are collectively missing thousands. One of them, Jon Rasmussen from Aarhus, says he is waiting for more than 14,000 kroner that should have been paid months ago after his final settlement.
Velkommen had stated that customers with a credit balance would be refunded on the third weekday of each month, yet customers say those payments never arrived. Some even report being asked multiple times to re-enter their bank details without receiving any transfer.
Customer Frustration Builds
The growing number of complaints paints a worrying picture of how some Danish power suppliers handle customer funds. Consumers claim the company uses customers’ money for liquidity instead of returning it promptly. That has left some people in financial distress, especially those with lower incomes or limited savings.
Others have taken to review platforms like Trustpilot, where warnings now flood pages about Velkommen and its sister company, Nettopower. Customers describe prolonged delays in receiving refunds, sometimes for months. Some allege they have paid fees for transfers that never appeared in their accounts.
Regulatory rules clearly state that energy companies must send a final statement within four weeks after contract termination and pay back any overpaid advance billing together with that statement. Violating those requirements may constitute a breach of consumer protection law.
Historical Issues and Investigations
This is not the first time Danish energy providers have faced scrutiny. Velkommen gained notoriety back in 2023 when a national TV program revealed illegal sales tactics used to lure customers. More recently, reports resurfaced showing delayed refunds and poor communication.
Regulators and Consumers Step In
The Danish Utility Regulator (Forsyningstilsynet) has repeatedly stated that keeping customer money after the service contract ends is not lawful. Such behavior effectively functions as an interest-free loan to the company at the expense of consumers. Officials confirm that an active investigation into Velkommen and Nettopower’s settlement practices has been ongoing since late 2025.
According to the regulator’s office, all electricity suppliers in Denmark are already familiar with these legal obligations. The agency encourages consumers to check their final statements carefully and to file complaints through established dispute resolution channels if refunds are delayed.
Consumer rights organization Forbrugerrådet Tænk emphasizes that energy companies must return excess payments automatically, without customers having to request it. The group argues that updated enforcement powers are now necessary so regulators can penalize companies that repeatedly ignore the law.
Calls for Stronger Enforcement
Observers say stronger oversight is still needed across the Danish energy sector. Despite new rules introduced last year to protect consumers from deceptive energy practices, there remain too many examples of electricity suppliers disregarding their obligations.
For many Danes, the issue raises questions about fairness and accountability in a market that is supposed to be open and competitive. Some worry that corporate delay tactics could discourage consumers from seeking what they are owed. Others believe that stricter regulatory action is the only way to restore trust and bring transparency to the industry.
Velkommen’s Silence
Velkommen has not responded to multiple requests for comment. Meanwhile, customers like Frederik Hagen‑Meincke and Jon Rasmussen hope their stories can help prevent others from facing similar trouble. Both say they have since switched suppliers and now avoid prepaid contracts altogether.
Their experiences remind Danes to stay alert when choosing an energy company, verify a supplier’s reputation, and know their rights regarding final settlements and refunds. For now, all eyes are on the ongoing regulatory case and whether it will lead to tangible action against Velkommen and possibly other energy providers that fail to comply.
Sources and References
The Danish Dream: Danish Energy Provider Faces Lawsuit From District Heating Customers
The Danish Dream: Energy & Electricity in Denmark for Foreigners
TV2: Elselskab skylder kunder tusinder af kroner: “Det er svinsk”
