this post was submitted on 21 Aug 2023
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As close to verbatim as possible, calling to the former eletric supplier we used.
"Good morning, ny name is XYZ and I need a clarification for the invoice you just sent. My account number is 123 and the address is ABC."
"Thank you. Please wait a moment."
5 minutes later, without notice I'm transfered to another department.
"What seems to be the problem with the invoice?"
"After reading it, I have found it was issued based on calculated numbers. My meter is already online."
"I am afraid you are mistaken; we have no readings from your meter for the last 6 months."
"I have just disconnected from the power distributor service line and was informed my meter has been online and registering the energy used for the last year."
"I apologize but that is incorrect."
"I am checking my customer area at the distributor as we speak and I have information the online date for this location is XPTO; the company has not been issuing invoices based on real numbers for some reason I do not know and I would appreciate an explanation."
p.s. I am not confrontational with call center workers; I worked at one for a short time and it was a rotten work environment for the most. I was miffed but making my best to be polite.
"I must insist that information is incorrect. Our invoices are firm and issued according to an algorithm calculation for expected consumion based on client history."
"Right. Would it be possible to have a complaint issued to have this matter evaluated?"
"Considering the information provided, there is no basis to present a complaint. I also notice the next invoice is due in 8 days. I remind you that the late payment will incur in penalties. Can I be of any further assistance?"
I thanked and ended the call, after which I started the transfer of my contract to another vendor, while submitting a complaint by the public complaint book, that is supervised by a regulatory organism.
After 4 weeks, I was returned a good chunk of change and was bombarded with calls to evaluate my satisfaction with the conpany and inquire my interest in moving back to them.
Nah, I'm good.
Hold on hold on…by electric supplier you mean the power company…and you could CHOOSE to have a different one? As an American this boggles my mind. We have one company and you either have electricity or don’t.
We have one distributor (technically two) that runs everything regarding power supply and distribution (lines, substations, transformers, etc, and the meters) and I think nearly 30 different energy retailers, from which you can contract your power.
The market is open and lately has seen a lot of competition, with a number of small companies entering.
We recently changed retailer, again, to a small company where you have to buy a quota to be able to buy energy from them (60€ is the minimum). This means you own a part of the company and can take active part in its governance.
They sell me energy with a one cent markup over the market index, which is well below the usual fixed rates.
Could you tell me the name of the company?
EDP