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> What should I know before changing contracted capacity?
> How can I file a claim?
> How can I find out the status of my claim?
> What are the time limits for filing a claim?
> What other options do I have to file a claim?
> How can I update my contact data?
> How can I change my bank account?
> How can I change my contact data?
> How can a contracted capacity or rate be changed?
> How can I change the product contracted?
> Can I view the list of my bills and their status?
> How can I enter the meter reading?
> How do I carry out a consultation, transaction or claim?
> How can I cancel my contract?
What should I know before changing contracted capacity?
If you wish to modify the electricity capacity that you have contracted, you should be aware that:
- According to RD 1955/2000, the consumer can request only one lowering of capacity per year.
- The installation must comply with current regulations; that is to say, have a PCS (Power Control Switch) and comply with technical and safety regulations.
- If the installation if more than 20 years old, the distributing company may request review and the pertinent certifications.
Modifications to capacity have a cost that will be reflected in the customer's bill. From February 2014 onwards, the cost of modification is €9.044. If the installation has to be checked because it is more than 20 years old, the additional cost is €8.01.
How can I file a claim?
If you wish to file a claim or express your dissatisfaction with an Endesa product or service , we provide you with My Endesa, a private area where you can quickly and easily manage processes and check your status, along with other options such as accessing your bill history and controlling your expenses.
You can also always send us your request though the Online Transactions section, without having to register. In this case, we will ask you to provide us with certain identifying information.
Once your request has been received and recorded, you can check its status though My Endesa.
Prior to sending us your claim, please in all cases keep in mind the following simple considerations.
How can I find out the status of my claim?
Once you file your claim, you can check its status at the My Transactions section of My Endesa, through the Solve in Just One Minute (which you can find on the home page); and from the Online Transactions section.
You can access your claims history with the date upon which you made the claim, its description, its status and its type. All Transactions will have a different identifying Code.
What are the time limits for filing a claim?
All claims are addressed as soon as they are lodged and within a maximum period of 21 working days.
Below are the deadlines, according to the type of claim:
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Payments received - PThese may be resolved as soon as they are lodged or within a maximum period of 7 working days.
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Problems with your bill – You will receive an answer within a maximum period of 5 working days.
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Incidents with your meter reading – This shall be addressed within a maximum period of 5 working days.
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Problems with your contract - You will receive an answer within a maximum period of 15 working days. If the claim is in relation to a product that you have not contracted, you will receive a reply within a maximum period of 21 working days.
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Incidents with the service received for a contracted product – This shall be addressed within a maximum period of 21 working days.
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Supply interruption through lack of payment - You will have a solution within a maximum period of 3 working days.
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Lack of gas supply – You will receive a reply within a maximum period of de 21 working days.
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Customer service received was not correct – This will be addressed within a maximum period of 5 working days.
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Problems with your online processes – You will receive an answer within a maximum period of 15 working days.
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Personal data protection problems (LOPD) – This will be addressed within a maximum period of de 7 working days.
What other options do I have to file a claim?
If you are not satisfied by the response to your claim, Endesa offers your the Customer Ombudsman. The customer ombudsman independently protects and defends the rights of customers in their relationship with Endesa.
On the other hand, there is the option of accessing the Consumer Arbitration System in the Autonomous Communities of Catalonia, Aragón and Andalucia, under the conditions to which Endesa adheres.
How can I update my contact data?
You can update your contact data:
- From My Endesa / My Contracts, click on the button Modify Contract, choose the option Change My Billing, Contract and Bank Account Information, and select the contract that you wish to modify. Edit the contract information you wish to modify.
- You can also update your contact information from My Endesa / My Profile, through the Contact Information option.
How can I change my bank account?
You can update your bank account from My Endesa / My Contracts.
Click on the button Modify Contract, choose the option Change My Billing, Contract and Bank Account Information, and select the contract that you wish to modify. When you edit the bank account modification, we´ll show you a list of all of your accounts. If you wish to modify one of the accounts, select it, make the changes necessary, and don't forget to save at the end.
In the case that in modifying your bank account it is necessary for you to provide the SEPA Law mandate, we´ll give you a link to download it. You must fill it out, sign it, and send it to us using any one of the channels that we make available to you:
- E-mail: sepa@endesa.es
- Or by mail: C/ Manufactura, 11 Parque Industrial Pisa 41927 MAIRENA DEL ALJARAFE (Sevilla)
- Or by fax: 902.93.40.85
- Or in the Sales Offices: Find a Sales Office nearby.
How can I change my contact data?
You can update your billing information from My Endesa / My Contracts. Click on the button Modify Contract, choose the option Change My Billing, Contract and Bank Account Information, and select the contract that you wish to modify. Edit the contract information you wish to modify.
How can a contracted capacity or rate be changed?
From My Endesa / My Contracts click on the Modify Contract button, choose the Modify My Contracted Capacity and Rate option, and select the electricity contract(*) for which you wish to change the contracted capacity or rate (with or without rate restriction).
Before you change your capacity, we recommend that you use our capacity calculator, which allows you to simulate the capacity best adapted to your needs.
When changing capacity, you should also bear in mind:
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If it is a first occupancy home.
(*) In the case of the Canary Islands, the CIE must also be attached for installations less than 20 years old.
- In these cases it is always necessary that you scan and send the Electrical Certificate (CIE) signed by the installer to the e-mail: recepcioncie@endesa.es, within 30 days following your request.
- However, the cases in which you must always send us the CIE are the following:
- When the capacity is not given in the CIE
- When the capacity to be contracted surpasses the maximum allowed capacity.
- When the installation is more than 20 years old(*).
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or If it is a second occupancy home.
(*) In the case of the Canary Islands, the CIE must also be attached for installations less than 20 years old.
- We´ll let you know by e-mail if it is necessary for you to scan and send the Electrical Certificate (CIE) signed by the installer to the e-mail: recepcioncie@endesa.es, within 30 days following your request.
- However, the cases in which you must always send us the CIE are the following:
- When the capacity is not given in the CIE
- When the capacity to be contracted surpasses the maximum allowed capacity.
- When the installation is more than 20 years old(*).
How can I change the product contracted?
From My Endesa / My Contracts, click the Modify Contract button, select the option Make Changes to My Contracted Products and Services, and choose the contract you wish to change.
Remember that changing the product contracted may change contracting conditions.
Can I view the list of my bills and their status?
Yes, from My Endesa / My Bills you can view the list, with all of your bills ordered by issuance date. In the list of bills you can see:
- Product to which the bill corresponds.
- Sum total of the bill.
- Date of issuance.
- Contract number to which the bill corresponds.
- Bill status.
- And if you open the bill details, you can see the bill number and that the electronic billing service is activated.
We also give you the option of downloading the bill.
In addition, you can pay your bills online. Select the bill that is pending payment directly from the list of bills, or using the search engine by entering the bill number.
Once you've found the bill, click on the Pay Now button. Select the payment method you want to use:
- Credit / debit card
- La Caixa Open Line: we´ll redirect you to the La Caixa webpage, where you can continue with payment.
How can I enter the meter reading?
You can enter your meter reading at My Endesa) / My Contracts, by selecting the contract for which you wish to enter the reading and clicking on the Enter Reading link.
You can also enter your reading without having to register at the endesaclientes.com homepage through Solve in Just One Minute / Enter Your Reading.
Before entering your reading, you should know:
- The number of the contract for which you wish to provide a reading. You can find this number on your contract.
- The meter reading.
You must indicate the reading date and information. If you are signed up for a rate with Restriction Rate, you must provide us with the different readings that appear on your meter.
How do I carry out a consultation, transaction or claim?
If you want to carry out a new transaction you can do it from My Endesa / New Transactions, by selecting the type of transaction that you need to carry out - consultation, transaction or claim - and telling us the category, the subject and the reason.
You can monitor your transactions from My Endesa / My Transactions.
We also provide you with the My Endesa chat service, where our expert agents will be happy to assist you with your transactions.
How can I cancel my contract?
From My Endesa / My Contracts, click the Modify Contract button, select the option Cancel My Contract, and choose the contract you wish to cancel.
For security reasons, we will always confirm your cancellation.
It is not possible to cancel this contract:
- If payments are pending You must make payment prior to cancellation.
- if you have a change pending for your contract. You cannot cancel until the change is finalized.