Is there an error on your invoice?
If you believe a bill is incorrect, you should notify the operator as soon as possible. You must then contact the operator and explain what is wrong. We recommend that you do this in writing and always keep a copy. You can dispute the bill in its entirety or the part you believe is incorrect. Sometimes there are errors in the operator’s system, which may mean that the operator has missed charging an amount earlier. The operator may then have the right to retroactively charge you for this for up to three years.
Page summary
If you receive an incorrect invoice, you should quickly contact the operator, preferably in writing. You can dispute all or part of the invoice. Then pay what is correct, but ask how to avoid extra charges. You can request a deferment of payment until the matter is resolved or pay “under protest” and then get money back if it turns out the invoice was wrong. If the invoice goes to collection, you must also inform the collection agency that you have already disputed the invoice with the operator. Remember that you must pay even if you have not received a bill, and the operator can demand payment retroactively for up to three years.
You can dispute the entire invoice
If you believe an invoice is incorrect, you can choose to dispute it. If you do not pay a bill on time, you risk the payee adding costs for interest and other fees (payment reminders and collection demands).
If you do not intend to pay, it is important to dispute the bill in writing to the operator.
You can dispute part of the bill
If you believe that only part of the bill is incorrect, you can dispute the incorrect part of the bill but pay what is correct. If you choose to pay what you believe is correct, you should ask for instructions on how to proceed to avoid extra costs and fees.
You can request a deferment
When you dispute a bill, you can simultaneously request a deferment (postponement, extended payment time) until the issue is resolved. It is good to request a written confirmation of the deferment agreement so that you can prove what you have agreed upon.
You can pay “under protest”
If for various reasons you still want to pay the bill you believe is wrong, for example, to avoid reminder fees and collection demands, you should inform the operator in writing that you are paying “under protest.” You then have the right to a refund with interest if it turns out that the operator was wrong.
If you receive a reminder
If you receive a reminder regarding an incorrect bill, we recommend that you write to the operator about the reminder and also attach a copy of your initial complaint.
If the invoice is sent to collection
If the operator, despite your dispute of the bill, sends it to a collection agency and they send a demand to you, you must also write to them and state that you have disputed the bill with the operator. You then send a copy of the first letter to the operator and describe how you believe the invoice is incorrect and keep a copy of what you write to the collection agency. If you have already paid the bill to your operator, you should check that no claims remain from the collection agency, such as collection costs, which can be handed over to Kronofogden.