In 2004, we introduced a new IT system to process debt collection cases. This led to a number of data errors in the systems that handle debt subject to late stage collection (debt collection systems). This means that, in some cases, we unfortunately collected more debt than the customers in question owed us, including time-barred debt.

Since we became aware of the errors, we have worked intensively to find a solution to the problems and to compensate customers subject to overcollection. Moreover, as our work has progressed, we have identified additional issues that have increased the scope and complexity of the challenges considerably. We have therefore developed a solution to speed up clarification for the vast majority of our debt collection customers. Consequently, most of the customers with outstanding debt who may be affected by the errors have their debt set to zero and are contacted directly.

This site is also available in Danish

We pay compensation in the event of overcollection

If customers have made debt repayments and their payments may be affected by the errors in our debt collection systems, we pay compensation in cases in which we consider that we may have overcollected on the debt. The compensation is calculated on the basis of a model or an individual review.

We have started to pay the compensation amounts that have been calculated on the basis of the model and expect that the vast majority of all customers entitled to compensation on the basis of our model calculations will be notified of this before the end of 2023. Customers entitled to compensation are contacted directly.

How the model that calculates compensation works

We use a data-driven model to calculate whether some of our customers have been subject to overcollection of debt. We do this because a detailed review of each account would significantly extend the time that customers have to wait for clarification of their debt situation and potential payment of compensation. To read more about when you may be entitled to compensation according to the model and, if so, how the compensation has been calculated, click this link: Model for calculating compensation (only available in Danish – will be updated in English).

We perform an individual review in some cases

In special cases and in some of the complex cases, we perform an individual review of the customer’s case. Customers may also request an individual review if we have used the model to calculate their compensation. In an individual review, we reconstruct how the case was processed on the basis of the information that is available to us – and the individual customer’s debt is recalculated.

To read more about an individual review, click this link: Individual review of cases (only available in Danish – will be updated in English).

Overview of errors in our debt collection systems

Originally, we identified four root causes of errors in our debt collection systems, but as our investigations have progressed, we have identified a large number of other issues that may also have affected customer debt collection cases.

To get an overview of the errors in our systems, click this link: Overview of errors in our debt collection systems (only available in Danish – will be updated in English). The list shows the errors that are handled by the model and the errors that the model does not handle.

Collection of debt transferred for debt collection on or after 1 October 2020 to be restarted

Customers whose debt was transferred for debt collection after we initially suspended our debt collection as of 1 October 2020, are not covered by the solution. This means that these customers’ debt is not set to zero and they are not offered compensation on the basis of a model calculation or an EN individual review. Customers have been informed about the status of their case and are contacted again when we restart debt collection, which is likely to happen in the course of 2023. Interest accrual on the debt and collection of debt payments remain suspended until we have completed our investigations.

You are welcome to contact us – and report an additional loss

You are welcome to email us at inkassosag@danskebank.dk or call us on +45 55 85 03 68 if you have any questions about how we are handling your case. You may also submit a compensation claim if you believe that you have suffered an additional loss as a result of errors in your debt collection case. Read more.