How to make a complaint
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How to make a complaint
How to make a complaint
Do you need to solve an issue regarding your bills or contracts?
You can see below the most frequent questions asked by our customers. If one of them coincides with yours, select it and we’ll tell you what to do:
I haven’t received my bill
If you haven’t received your bill, maybe it hasn’t been issued yet.
To find out if it’s been issued you should enter your Customer Area, where you will see a list with all your bills and the status of each.
The bill hasn’t been issued
You’ll have to wait until it’s issued. Depending on your contract, this will be once a month or once every two months
The bill has already been issued
- You have digital billing, and it’s on its way to your e-mail.
You can find out whether you’ve got digital billing in your Customer Area, where you can also deactivate it if you wish.
In this other section you can check which e-mail address we’re sending your electronic bill to.
- We’ve got your details wrong.
- You can correct them in your Customer Area.
- The contract isn’t activated.
- Only bills from activated contracts are issued. You can check the status of your contracts in this other section.
If your bill has been issued, your contract is activated, you don’t have digital billing and your details are correct, you can file a complaint.
On the form below, select as type “Complaint”, category “Billing”, and subject “Delay in receiving my bill”. We will reply within 5 working days.
I don’t agree with the amount of my bill
I don’t agree with the consumption billed
There are 3 main reasons that may explain your disagreement:
1) Excessive consumption
This may be explained by a seasonal peak (in summer, due to the air-conditioning, in winter, due to the heating).
It’s worthwhile checking your consumption at the same time last year. If you really think it’s due to a fault in your meter, on the form below , select as type “Complaint”, category “Measuring equipment or meter” and subject “Fault in the measuring equipment or meter”.
We will reply within 21 working days.
2) Estimated reading
When it hasn’t been possible to read your meter, an estimation is made.
If you don’t want to continue receiving estimated readings, inform us of the actual reading of your meter.
3) Several months all billed at once
Under certain circumstances you may be billed once only for several months’ consumption.
When this happens, you can request to pay in instalments. On the form below, select as type “Request”, category “Payments to Endesa” and subject “Request for deferral of payment/payment by instalments”.
If none of these three reasons explains your disagreement, you can file a complaint.
On the form below, select as type “Complaint”, category “Billing”, and subject “I don’t agree with the items on my bill”.
We will reply within 5 working days.
I don’t agree with the power contracted
To find out your contract power enter your Customer Area and select the contract whose power you want to know.
To find out what power we recommend for you, use our calculator.
If the problem is that you’ve requested a change of power and it doesn’t appear on your bill yet, it may be because:
A) You requested it after the billing period: don’t worry, the change of power will appear on your next bill.
B) You’ve requested a power greater than your distributor allows: you’ll probably need a new installation certificate. You can find further information via this link.
If none of the above solves your problem, you can file a complaint.
On the form below, select as type “Complaint”, category “Billing”, and subject “I don’t agree with the items on my bill”.
We will reply within 5 working days:
I don’t agree with the discounts applied
To find out what you have contracted (and the corresponding discounts), you should enter your Customer Area and select the contract you want to consult.
It’s possible that the discounts you were entitled to have expired. In that case, consult our updated catalogue of special offers to find the one that’s most suited to you.
If you think that you’re not enjoying a discount you have a right to, you can file a complaint.
On the form below, select as type “Complaint”, category “Contract” and subject “I don’t agree with the discounts applied”.
We will reply within 5 working days.
I’m paying for maintenance that I haven’t contracted
To find out what you have contracted, you should enter your Customer Area and click on the contract you want to consult.
If you haven’t contracted a maintenance service, but you’re being charged for it, you can file a complaint.
On the form below, select as type “Complaint”, category “Maintenance service” and subject “I don’t agree with the maintenance service bill”.
We will reply within 5 working days.
My bank account has been debited and I don’t understand why
To find out the reason for the bank account debit, enter your Customer Area and you will see all the bills issued in your name.
If you think the debit is incorrect, you can file a complaint.
On the form below, select as type “Complaint”, category “Payments to Endesa” and subject “Incorrect debit to my bank account”. We will reply within 15 working days.
I don’t understand my bill
If you have any doubts about any item on your bill, via this link we explain all the details and where they come from.
If you still have doubts, you can make an enquiry.
On the form below, select as type “Enquiry”, category “Billing” and subject “Doubts about my bill”.
We will reply within 5 working days:
I’ve digitalised by bill, but I don’t receive it by e-mail yet
Check whether your digital bill is activated by entering your Customer Area.
In this other section you can tell us which e-mail address you want us to send it to.
I’ve cancelled my digital bill, but I still don’t receive hard-copy bills
Check that your digital bill has been deactivated by entering your Customer Area.
Check that your postal address is correct in this other section.
I’ve paid my bill at the bank counter or by bank transfer, but it still appears as pending payment
When you pay a bill at the bank counter or by bank transfer, it does not become effective until 3 working days afterwards.
If this period has already passed and the bill still appears as pending payment, you can file a complaint.
On the form below, select as type “Complaint”, category “Payments to Endesa” and subject “Payment made by bank deposit” or “Payment made by bank transfer”.
We will reply within 5 working days:
I’ve received an e-mail from Endesa inviting me to download a bill
E-mails about new bills are always sent from the following address: gestiononline@endesaonline.com
But if you have unpaid bills and/or if we need to notify you the disconnection of your energy supply, we can communicate with you from other addresses, both email and SMS.
Sometimes cybercriminals use Endesa’s name to send false billing notifications. The best way to be immune to these attacks is to be registered in your Customer Area. From there you can see all your bills at any time, from any place and with absolute security.
I’ve made a contract with Endesa, but it isn’t active yet
There’s a maximum turnaround time of 1 month between making the contract and the contract being activated.
You can check whether your contract is active by entering your Customer Area..
These are the different situations that might apply to your contract:
- Operative: the contract is active.
- Pending modification: you’ve requested a change (address, power, etc.).
- Pending disconnection: you’ve requested disconnection and it’s still pending.
- Pending change of titleholder: you’ve requested a change of titleholder and it’s still pending.
- Disconnected: it’s been disconnected and is no longer active.
- Pending cancellation: you’ve requested cancellation and it hasn’t been completed yet.
- Pending activation: pending acceptance by the distributor.
If 1 month has passed and your contract hasn’t been activated yet, you can file a complaint.
On the form below, select as type “Complaint”, category “Contract” and subject “Delay in enabling supply”.
We will reply within 15 working days:
I’ve unregistered with Endesa, but my contract is still active
To discontinue your contract, you have to fulfil these two conditions:
There’s a one-month turnaround time to deregister you from the moment you make the request.
If that period has already passed and your contract is still active, you can file a complaint. On the form below, select as type “Complaint”, category “Contract” and subject “Delay in discontinuation of supply”.
We will reply within 15 working days:
- You mustn’t have any bills pending payment
- You mustn’t have a contract modification in progress
I’ve changed the contract titleholder, but it hasn’t been updated yet
Via this link we explain how to change the contract titleholder and what this implies.
If 1 month has passed since your request and it hasn’t been changed yet, you can file a complaint.
On the form below, select as type “Complaint”, category “Contract” and subject “Delay in modification of contract”. We will reply within 15 working days:
I’ve changed the contract power, but it hasn’t been updated yet
Via this link we explain how to change the power, what power you should request, and the cost it may entail.
Once you’ve requested the change, there’s a turnaround time of 10 working days for it to come into effect.
If that time has passed and your power hasn’t been changed, you can file a complaint. On the form below, select as type “Complaint”, category “Contract” and subject “Delay in modification of contract”.
We will reply within 15 working days:
I’ve changed the bank account, but the bills are still charged to the old one
Via this link you can change your bank account. This change is automatic and will be applied to the next bill you receive.
If this doesn’t happen, and it is charged to your old account, you can file a complaint. On the form below, select as type “Complaint”, category “Payments to Endesa” and subject “Incorrect debit to my bank account”.
We will reply within 15 working days.
I’ve changed my rate, but it hasn’t been updated yet
To check the rate you have contracted, enter your Customer Area and click on the contract to be consulted.
After requesting a change of rate, there’s a turnaround time of 15 working days for it to come into effect.
If this time has passed and your rate hasn’t changed, you can file a complaint. On the form below, select as type “Complaint”, category “Contract” and subject “Delay in modification of contract”.
We will reply within 15 working days:
I’ve requested the Subsidised Rate, but it’s not being applied
Via this link we explain what the Subsidised Rate consists of, and if you are entitled to it.
If you fulfil the requirements and you’ve presented all the necessary documentation, and the Subsidised Rate still isn’t being applied to your bill, you can file a complaint.
On the form below, select as type “Complaint”, category “Contract” and subject “Issues concerning contracting Subsidised Rate”. We will reply within 15 working days:
Information on Claims
Remember
- Remember that to view all your bills you can access your Customer Area