DOMESTIC SERVICES

Electricity, gas and water

Problems with electricity, water and gas companies are unfortunately our daily lives. They all promise solutions that never arrive, complaints that get lost between calls, terrible customer service and in general a treatment that can leave consumers helpless and unprotected.
Basic services are as necessary as they are problematic. Bills can lead to different problems.

Invoices that don't arrive

It is a problem that is affecting all electricity companies and is that since the new electricity bill came into force in June 2021, some consumers have not received their bills. In general, it is a problem that is already regulated with specific regulations that guarantee rights to consumers and obligations to distribution companies. First of all, bills that do not arrive must be divided into as many months as there have been months without bills, that is, if we have been 3 months without receiving or paying the electricity bill, we must have the possibility of dividing these bills that are due into three months. They cannot charge us all at once unless we give our consent. We must also take into account that bills that are more than a year late cannot be charged, that is, all bills that are more than a year old that have not been charged can no longer be charged.

Amounts that do not match the contract

When we sign a contract establishing a fixed price, this price, except for some exceptions provided for in the contract itself, is the final price of our invoice. If the invoice later does not match the contracted price, we are being billed incorrectly and therefore we can help you claim it.

Estimated invoices with much higher account amounts

Many companies choose to make estimated invoices to calculate our consumption through “approximations” that are made by looking at data from other months or years with the promise that when they can send a real invoice, compensation will be made if we have paid too much, but often, these approximations are much higher than they should be. The company must always provide a valid channel to send the consumption that is recorded on our meter, the real consumption, but sometimes they either ignore us or continue to send estimated invoices. Keep in mind that they must pay us the difference between the estimated and the real invoice.

Services contracted without our consent

It is not unusual to see on our bills amounts for new services that we have not contracted and that we do not know what they are. Well, these practices are completely irregular and we can recover the money for these services that were unfairly paid for.

Recruitment under deception

Sometimes companies use questionable methods to attract new customers and may even make calls with false or misleading information informing consumers of a change that will be made automatically and that they must therefore do so. Obviously, these changes are completely fraudulent and can never force you to change companies. If the company you are currently with stops offering the service, it will be the one who must communicate it and will do so in writing, never by telephone. It is very important to exercise the right of withdrawal within 14 days in these cases and always do so in writing (either via e-mail, by registered letter or with a complaints form) because if the 14 days pass or we do not have written proof that we have sent it, it can lead to problems.

If you believe that your rights as a consumer may be in danger, you have suffered any of these practices or any other abusive treatment, the Consumers’ Union of Catalonia – UCC can help you. Do not hesitate to contact us to resolve any queries!