Danske Bank reviews 27,000 debt collection cases

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Danske Bank reviews 27,000 debt collection cases for possible errors. The company writes that in the autumn of 2021 it would investigate an IT error, which had led to errors in cases in Denmark. Norwegian customers are also affected by the error, according to Danske Bank.

Press manager Øystein Schmidt tells DN that they are in the process of reviewing the 27,000 cases, so at present they do not know how many customers may have been affected by the error, or what sums are involved.

– It is currently only about the fact that we have found elements that indicate that errors may have occurred in Norway related to this. We have already initiated a major effort to get to the bottom of this matter, and will through it get an overview regarding the scope and sums, says Schmidt.

It is an IT error that is supposed to be the underlying reason why some debt collection cases have been entered incorrectly in Denmark, and the bank will now investigate whether there are Norwegian cases that have not been handled correctly.

May be wrong in 27,000 cases

DN has previously mentioned how the bank’s head office in Copenhagen was made aware that many Danish customers were affected by fee errors. The IT error, which arose after a new IT system was implemented in 2014, for handling debt cases, has led to 400,000 Danes receiving illegal fees.

So far, 7,800 Danish customers have been compensated for debt collection errors. Customers have on average been reimbursed a sum between 900 to 3500 Danish kroner, depending on the size of the error.

Danske Bank’s IT trouble

In May 2020, the bank’s head office in Copenhagen found that many Danish customers were affected by fee errors. The discovery was kept under wraps for the next few months.
The bank’s IT problems first became known to the public in August 2020, when Danish Berlingske and TV 2 revealed that the bank had, among other things, collected too much debt from Danish customers – an estimated DKK 50 million that was obsolete or incorrectly collected.
In September 2020, the Danish group management in the bank sent a 120-page statement to a Danish Financial Supervisory Authority. The Norwegian branch of the bank knew that the debt payment that had affected Danish customers had not affected Norway, and at the same time knew that the Danish management was investigating several other errors, including the fee error. The Norwegian branch did not itself conduct any investigations into fee errors.
In November 2020, the Norwegian branch was informed that the Danish parent bank was investigating whether Norwegian customers were affected by fee errors. “Yes,” was the conclusion reached in early December.
In February 2021, the bank’s Danish group management came up with a monthly update, on a newly created one website dedicated to the growing customer crisis. There, the bank’s group management in Denmark stated that up to 400,000 Danes were affected by a fee error. “We have identified a similar problem in Norway, where we have also stopped charging for this type of interest and are investigating the extent. The sums are expected to be small “, it was said.
In Norway, the fee case only became known in June this year, then DN mentioned that the Danish group management had sent a statement to the Danish Financial Supervisory Authority mentioning the case of the Norwegian customers. The bank had recently completed meetings with Finanstilsynet and the Tax Administration, but had not yet notified its Norwegian customers.

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– There are errors in this system that have subsequently led to cases in a few cases being conducted incorrectly. In May 2019, Danske Bank initiated a comprehensive investigation of our own systems for handling such cases. The following year, elements were found in this handling that we saw ourselves having to clean up in Denmark. Through further work on the case, it has now been shown that some Norwegian customers may also be affected, and there may be errors among a total of 27,000 debt cases, says Schmidt, and adds:

Should it turn out to be wrong in any of these 27,000 cases, the bank will settle with the customers in question, and repay the amount that may have been overcharged.

Notified Finanstilsynet

In the press release, Danske Bank states that Finanstilsynet has been notified of the content of the case.

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– We are also in good dialogue with Finanstilsynet about this. The communication we have now initiated with Finanstilsynet on our own initiative is currently only about the fact that we have found elements that indicate that errors may have occurred in Norway, says Schmidt.

The bank says they now have full focus on assisting customers by settling this matter as thoroughly and quickly as possible.

– As our investigations related to this progress, we get more and more information about how these possible errors are related to our challenges around this in Denmark and in the rest of our markets, says Schmidt and adds.

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– This is also the reason why we decided to take a closer look at whether the errors related to debt collection cases in Denmark could have affected customers in other countries as well. We will continue our work related to this so that we can get all the information on the table in all markets, and we regret that we are not currently able to offer further information.

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Danske Bank reviews 27,000 debt collection cases

May be wrong in 27,000 cases

Notified Finanstilsynet

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