FAQs relating to contracts

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FAQs relating to contracts

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  • Disconnected: it's been disconnected and is no longer active.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

If 1 month has passed and your contract hasn't been activated yet you can file a complaint.

On the form below, select as type "Complaint", category "Contract" and subject "Delay in enabling supply".

We will reply within 15 working days:

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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:

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

If that period has already passed and your contract is still active, you can file a complaint. On the form below, select as type "Complaint", category "Contract" and subject "Delay in discontinuation of supply".

We will reply within 15 working days:

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

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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.

If 1 month has passed since your request and it hasn't been changed yet, you can file a complaint.

On the form below, select as type "Complaint", category "Contract" and subject "Delay in modification of contract".

We will reply within 15 working days:

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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.

If that time has passed and your power hasn't been changed, you can file a complaint. On the form below, select as type "Complaint", category "Contract" and subject "Delay in modification of contract".

We will reply within 15 working days:

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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.

If this doesn't happen, and it is charged to your old account, you can file a complaint. On the form below, select as type "Complaint", category "Payments to Endesa" and subject "Incorrect debit to my bank account".

We will reply within 15 working days.

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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.

If this time has passed and your rate hasn't changed, you can file a complaint. On the form below, select as type "Complaint", category "Contract" and subject "Delay in modification of contract".

We will reply within 15 working days:

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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.

If you fulfil the requirements and you’ve presented all the necessary documentation, and the Subsidised Rate still isn’t being applied to your bill, you can file a complaint.

On the form below, select as type “Complaint”, category “Contract” and subject “Issues concerning contracting Subsidised Rate”. We will reply within 15 working days:

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