Endesa responds to Facua that the ‘individual quality credit’ is a mistake and that it will refund what was incorrectly charged
The association FACUA-Consumidores en Acción has alerted users of Endesa group suppliers about irregular charges on their electricity bills under the concept of “individual quality payment”, something that has been occurring for months. The electricity company, for its part, says that it is all due to an “error” and that it will refund those affected the amounts charged incorrectly.
As the association explained in a statement, the amounts, which are different for each customer although the same in all their bills, are located on the second page of the bills, in the “miscellaneous” section in the free market bills and in the “other concepts” section in the semi-regulated PVPC tariffs.
FACUA has reported the facts to the Ministry of Consumer Affairs, from which it expects an investigation to be opened to determine the extent of the irregularities and to verify that Endesa “refunds the amounts overcharged”, as well as requesting that it open a disciplinary case against the electricity company for these irregularities and the lack of information to those affected about their origin.
Endesa Energía and Energía XXI customers have been overcharged for the ‘individual quality payment’.
The association is processing complaints from customers of Endesa Energía and Energía XXI – the group’s semi-regulated PVC tariff supplier – who have suffered repeated charges on up to six bills, which began last February.
The company has assured FACUA that it is all due to an “error” and that it will refund those affected the amounts incorrectly charged.
According to Endesa’s version, it all stems from an error in the first quarter of 2023 when applying to numerous customers the compensation imposed by law for deficiencies committed last year in the quality of supply for which the distributor E-Distribución, also part of the Endesa group, was responsible.
These compensations, related to outages, power surges and other deficiencies, appear on Endesa Energía’s bills as “supply quality payment”, while on Energía XXI’s bills they are identified as “ECIS supply quality payment” (Endesa Calidad Individual de Suministro – Endesa Individual Supply Quality).
According to Endesa, after paying these compensations, it detected that they were calculated incorrectly, so that it had returned more money to the users than they were entitled to, so that in the first months of the year it cancelled the compensations, charged each customer the same money it had discounted, and reapplied them in an allegedly correct manner.
Rectification of errors
In other words, the invoices where the company rectifies the error include two concepts: one to charge what it had returned and another, in negative, to return the amount that it has recalculated as compensation for the deficiencies in the supply, although without explaining the reasons in the bills.
However, FACUA has received complaints from users who, instead of applying the charge just once to recover the money they had been overcharged at the beginning of the year, the Endesa group’s distributors are generating the same item on their bills over and over again.
For this reason, the association has asked users to review all the bills they have received from Endesa Energía or Endesa Energía XXI during 2023 to check whether they have been charged for this item and to verify whether they were refunded money at the beginning of the year due to service deficiencies.
If you were reimbursed, the first charge in 2023 that appears as a “quality credit” is supposedly correct, but if it has reappeared on subsequent bills, you should claim a refund from the company for the amounts or, if applicable, the difference between this item and the other one that appears in negative on top of the bill.
