Arrears and refunds

Refunds

When a bill is refunded

The refund of a bill is foreseen in the event that you have received a credit note (e.g. for the debit of excessive estimated consumption compared to to the real ones) or it could be made following an incorrect payment of a bill (e.g. double payment of the debit).  

How the refund takes place

In the event that you have received a credit note or a credit is recorded in your favor for an incorrect payment of the bill (e.g. double payment), in order to receive a refund, all bills must have been paid. In this case, the refund is automatically credited to the forthcoming bills. If you prefer a refund using a different method (e.g. bank transfer), you can request it through one of our contact channels.

If one or more bills are still unpaid, the amount in your credit will be used to offset the overdue and unpaid bills.

If the balance of the compensation is debited to you, you will receive the communication of the compensation with the details of the invoices involved, complete with the pagoPA payment notice to proceed with the payment.

Reimbursement in the name of a deceased person

If the refund concerns a supply made out to a deceased person, and it has not yet been cashed, you can download the refund form to fill in and return to get the refund in your name.

Remember, before refunding, if you continue to use the supply, request the change header, or the cessation to one of our contact channels.

Arrear

What happens if I pay my bill late

If you pay a bill late, there may be the charge of default interest, foreseen for each day of delay and the calculation of expenses for any reminders of payment. 

If you have received a reminder (letter/mail/sms), but have already paid, you don't need to do anything, we will take care of registering the payment. Only if you have chosen to pay by bank transfer, after the payment you will have to send us a copy of the receipt via the following channels:

• online, from Customer Area on enel.it;
• by email to dimostratopagamento.enelenergia@enel.com.

If, on the other hand, you have not paid yet, we advise you to proceed with the payment to avoid further actions such as formal notice and the consequent suspension of the supply.

What happens if I don't pay my bill

If you do not pay an power, gas or fiber bill, you will receive a formal notice which will indicate the deadline for making the payment in order not to incur suspension of the supply.

If, despite the communication received, the payment does not arrive within the indicated terms, the supply will be suspended in the following ways:

Power Supply

In case of power supply, the power of your meter will be reduced, if technically possible, by 15%. 15 days after the power reduction, if you have not paid your debt, the supply will be suspended. After a further 10 days, if you fail to pay, the administrative termination and termination of the contract will be carried out, without further notice. 

Only if you have chosen to pay by bank transfer, after the payment you will have to send us a copy of the receipt via the following channels:

• Online, from the Customer Area at enel.it
• By e-mail to pagamentoriallaccio.enelenergia@enel.com

Once we have received payment or proof of payment of the entire sum, we will ask the Distributor to restore the power or reactivate the service. If your meter is remotely managed, the Distributor must intervene within 1 working day of our request (1 working day, if the meter is not remotely managed)

We will manage the reactivation request to the Distributor during the day, if the payment or payment receipt arrives from Monday to Saturday, by 6.00 pm on weekdays; in any other case, we will handle the reactivation request by the next working day.

In the event of contract termination, to reactivate the supply you will have to:

• pay off all your debt;
• request a new contract.

Gas supply

In case of gas supply this will be suspended. After a further 10 days, if you fail to pay, the administrative termination and termination of the contract will be carried out, without further notice.

Only if you have chosen to pay by bank transfer, after the payment you will have to send us a copy of the receipt via the following channels:

• Online, from the Customer Area at enel.it
• By e-mail to pagamentoriallaccio.enelenergia@enel.com

Once we have received the payment or proof of payment of the entire sum, we will ask the Distributor to reactivate the supply. The Distributor must restore the service within 2 working days of our request.

We will manage the reactivation request to the Distributor on the same day, if the payment or payment receipt arrives on weekdays from Monday to Wednesday, by 18:00 or by 14:00 on Thursday and Friday; in any other case, we will manage the reactivation request on the first working day following your arrival.

If it is not possible to suspend the supply (e.g. because the meter is inaccessible to the Distributor due to its positioning), we will request to interrupt the power supply to the meter by cutting the riser pipe; this will result in the termination of the contract and the costs of the intervention will be at your expense. To reactivate the service you will need to:

• pay off all your debt
• request the restoration of the system (operation subject to the estimate of the distribution company)
• request a new contract

If the cut of the riser is also not possible, we will carry out an administrative termination of the contract; in this case we will apply the discipline provided for the 'Default' service.

How to reactivate the supply suspended due to non-payment

To reactivate the supply it is necessary to pay the full amount. If you make the payment with one of the channels indicated below, we will automatically record the payment and we will ask the Distributor to reactivate the supply.

PagoPA payment notice (see the list of payment channels)

• over the territory with a commission of €1.30 at the physical channels referable to Enel Energia (Spazio Enel enabled) and at the physical points of the Enel X Pay network;
• online with the IO app or via the website/app of your bank or other pagoPA-enabled channels;
• on the territory at the bank, at the ATM, in the betting shop, in all the postal points, in the supermarket and in all the authorized physical points.

Web and App

From the Enel Energia portal, registering on the Customer Area, using your credit card, BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, your PayPal account, pagoPA.

If you have chosen another payment method (e.g. bank transfer) you must send us the receipt via the following channels:

• directly from the Customer Area of the site , using the "Sending proof of payment" in the "Services";
• by email to pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the mail text and attachment must not exceed 10 Mb).

How much do suspension and reactivation of the supply cost in case of arrears

The suspension of the supply and its possible reactivation involve costs that are established by Arera and not by the suppliers.

For the power the costs foreseen by the Arera are:

• €25.76 – Fixed fee from the Distributor for the suspension and reactivation of a non-telemanaged meter (€12.88 if the meter is remotely managed). If the power was first reduced and then the supply was suspended, only one fixed contribution is still charged.
• € 23.00 – Seller's administrative charges for power reduction/suspension of supply.
• € 23.00 – Seller's administrative costs for restoring power/reactivating the supply.

For gas the costs foreseen by the Arera are:

• € 23.00 – Administrative charges of the Seller for the suspension of the supply.
• € 23.00 – Administrative charges of the Seller for the reactivation of the supply.

The administrative costs of the Seller will be added to those of the Distributor in your area:

• the cost for the suspension and reactivation of the supply;
• the cost for any cutting and restoration of the riser column.

When the supply cannot be suspended

The supply cannot be suspended on Friday, Saturday, public holidays, days before public holidays, or if:

• you have paid the bill and demonstrated the relative payment, within the established terms;
• the warning was not sent and the deadlines set by the Arera were not respected;
• you are awaiting our response to a written dispute (e.g. concerning a reconstruction of consumption due to a malfunction of the meter ascertained by the Distributor, or a consumption adjustment);
• the technical conditions of the meter do not allow it;
• your debt only concerns the non-payment of the subscription fee for television for private use;
• the supply is "not disconnectable".

The supplies cannot be disconnected are those which:

• power life-saving equipment;
• are among those envisaged by the Emergency Plan for the Safety of the Electricity Service;
• concern subjects who perform functions of public utility.