Danish energy company Velkommen admits to using an illegal practice after customers waited months for refunds. The firm promises to repay affected users, while authorities continue investigating its operations.
Customers left waiting for refunds
Thousands of Danish electricity customers have waited months to receive money owed to them by energy providers Velkommen and its sister company Nettopower. Many former clients say repeated requests for reimbursement have gone unanswered. The companies now admit they handled the process unlawfully but insist it was not intentional.
Lars Hein, co-owner of both Velkommen and Nettopower, said the company had not been competent enough in managing the repayment systems. He added that the money is on its way to customers but did not explain why some users are still waiting despite having closed their accounts several months ago.
Hein, who also directs Salescorp Denmark, previously faced a large fine for misleading telephone marketing on behalf of Velkommen. That case, investigated by the Danish Consumer Ombudsman, raised questions about the group’s business conduct even before the latest problems surfaced.
A pattern of financial disputes
One customer reported he has been waiting since autumn for a refund of more than 14,000 Danish kroner. He said he has had to submit his account information several times without success. Similar reports have been filed by other customers who claim the company makes the process unnecessarily difficult.
Consumer group Forbrugerrådet Tænk criticized Velkommen’s practice, warning Danes not to enter new contracts with the provider until it complies with the law. According to the group, holding back refunds violates Danish regulations that require balances to be paid within four weeks of a final invoice.
Even though Velkommen has attempted to attribute the delay to administrative or system errors, the complaints have continued. The Danish Energy Provider is now under regulatory scrutiny for its failure to meet obligations.
System problems and delayed communication
Surprisingly, Hein argues that the problem stems from missing banking details rather than slow customer service. Many users, he said, did not input their registration and account numbers in the system after canceling their contracts. That explanation has done little to reassure customers, some of whom have accused the company of intentionally delaying repayments.
For months, complaints about Velkommen have been widespread on review platforms such as Trustpilot and Facebook. Customers continue to describe similar patterns of missing refunds and lack of communication. Hein insists that service has improved and that most refunds should already have been processed, though he acknowledged that the system is still being fixed.
Authorities monitoring Velkommen
The Danish Utility Regulator (Forsyningstilsynet) has repeatedly reminded energy firms that withholding customer funds is illegal. The agency currently has an open case investigating Velkommen and Nettopower regarding their final settlement practices, launched in the fall of 2025.
These issues are not new. Velkommen has been featured in several Danish business reports over the past few years for allegedly retaining customer balances and charging improper fees. Earlier this week, the Maritime and Commercial High Court in Copenhagen ruled that Velkommen’s fee for leaving variable-rate contracts early was unlawful.
At the same time, some customers have said they may file police complaints against the company if refunds are not issued soon. Regulators continue to assess whether Velkommen’s handling of funds resembles financial misconduct.
Velkommen’s outlook and industry impact
For many observers, the repeated controversies illustrate a deeper problem within parts of Denmark’s deregulated energy market. While most power companies process refunds within the required timeframe, Velkommen and Nettopower have struggled to keep up. The repeated administrative excuses are seen by critics as an attempt to mask broader financial or structural weaknesses.
Given that both companies operate under the same ownership, any lasting solution likely demands a reorganization of internal systems and compliance controls. Hein says he regrets the situation and promises that customers will be repaid soon. Whether that statement restores confidence among Danish households remains to be seen.
Sources and References
The Danish Dream: Danish Energy Provider Faces Lawsuit from District Heating Customers
The Danish Dream: Best Energy Providers in Denmark for Foreigners
TV2: Elselskab beklager ulovlig praksis
