Scam invoices

Have you received an invoice for a product or a service you have not ordered, a scam invoice? Do not pay! You only have to pay for products and services you have explicitly ordered. This is how you contest an incorrect invoice.

Inform the company in writing that you will not pay. For example by sending a letter or email. If you send an email, you can request a delivery receipt. This way you will know that your email has been received. If you send a physical letter, you can send it by recorded delivery to be completely certain it has reached the recipient. You will also be given a receipt to prove you have sent the letter.

Include your name, address, telephone number and an e-mail address (if you have one) in the letter. If you send a letter, do not sign it using your signature. There have been cases where sham companies have copied and forged signatures. Also state the reference number, amount and date of the invoice you will not be paying and give your reasons why. Hallå konsument has a template you can use to contest an invoice.

Template for contesting invoices

(The link redirects to a website in Swedish)

More information about contesting scam invoices can be found on the Swedish Police website

(The link redirects to a website in Swedish)

Always save copies

Save a copy of the letter or e-mail. For additional security, send the letter by recorded delivery. 

You do not have to pay postage

You do not have to pay postage when you return a product you have not ordered. If the company wants their product back, they must either come and collect it or pay for return postage.

You do not need to contest a reminder

If you receive a reminder for the first invoice, you do not need to write a new letter and submit a new objection. You only need to contest the first payment demand.

If the company sends the matter to a debt collection agency

Even though you have contested an invoice, the company may still transfer the matter to a debt collection agency. You will then receive a new demand, only this time from the collection agency. And so it is important that you also contest this demand in writing. The letter can be formulated in the same way as the letter sent to the company who sent you the original demand. Also include the letter you wrote to the company. Once again, it is a good idea to save a copy of the letter you have sent. It is also just as acceptable to contest a demand from a collection agency via e-mail.

You do not have to pay just because a collection agency is demanding money from you. Many debt collection agencies do not investigate the demand until the consumer contests it. The company demanding your money must prove you are liable to make the payment. You do not risk receiving a black mark on your credit score just because you contest a demand from a debt collection agency.

If the company transfers the matter to the Swedish Enforcement Authority

If the company decides to go all the way to the Swedish Enforcement Authority and you receive an order to pay, you will only risk receiving black marks on your credit score once the Enforcement Authority issues a “verdict”. If you have received an order to pay and do not respond, this will lead to a verdict that can be compared to a court judgment. Contest and object to all demands you believe you do not have to pay. As long as you react and contest, you do not risk any black marks.

Read about the requirements for receiving a black mark on your credit score in the fact sheet from the Swedish Data Protection Authority

(The link redirects to a website in Swedish)

Submit a report to the Swedish Consumer Agency if you have been affected

The Swedish Consumer Agency and the Consumer Ombudsman place extra focus on companies operating these marketing methods and agreement structures. This is why it is important for consumers affected to report companies acting incorrectly to the Swedish Consumer Agency.

Submit a complaint about unreasonable agreement conditions to the Swedish Consumer Agency

(The link redirects to a website in English)

Get help from consumer advisors

Consumer advisors in your municipality can provide you with free help and advice on such matters.

Find out the contact details for consumer advisors in your municipality

(The link redirects to a website in Swedish)

Complain to ARN

If you end up in a dispute with a company, you can also submit a complaint to the Swedish National Board for Consumer Disputes (ARN), who will assess disputes between consumers and companies.

How to complain to ARN about disputes with companies

(The link redirects to a website in English)