FAQ relating to contracts

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FAQ relating to contracts

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FAQ relating to contracts

My contract with Endesa is not yet active

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  • Disconnected: it’s been disconnected and is no longer active.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.

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I have cancelled my subscription, but my contract is still active

To discontinue your contract, you have to fulfil these two conditions:

  • You mustn’t have any bills pending payment.
  • You mustn’t have a contract modification in progress.

There’s a one-month turnaround time to deregister you from the moment you make the request.

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I have changed the account holder, but it has not updated

Via this link we explain how to change the contract titleholder and what this implies.

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I have changed the power level, but it has not updated

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.

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I have changed my bank account, but am still being billed to my old account

Via this link you can change your bank account. This change is automatic and will be applied to the next bill you receive.

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I have changed my tariff, but am still being charged under the old one

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.

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I have applied for Social Rate, but have not been given it

Via this link we explain what the Subsidised Rate consists of, and if you are entitled to it.

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