Arrears and refunds
We answer all your questions
Arrears and refunds
Everything you need to know in case you're late paying your bill.
Faq late payments
Each bill has an expiration date, which you can find in the main box on the first page.
If you pay a bill after the deadline, we may ask you:
- for interest on late payments
- for postage costs incurred from sending a payment reminder and/or a letter of formal notice.
If you have already paid your bill, you do not need to do anything! The reminder may have been sent at the same time you made your payment; we'll see to recording the payment.
If you haven't paid your bill yet, you should do so as soon as possible; the greater the delay, the greater the late payment interest prescribed by your Contract may be, which will be added to your next bill.
To consult all the details of the overdue bills, login to the private area of our website. Remember, you can choose from the following payment methods: Lottomatica Services - Sisal Pay - participating Coop supermarket Sales-points - Cbill - CityPoste Payment - Paytipper - Enel Energia Website and App.
Click here to see all the methods for paying our bills and the bank branches where you can pay for free.
The notice is a registered letter without return receipt and if you have a certified email address it can be sent to you via certified mail. If you received a warning, you need to pay the bill immediately.
To find out the details related to the bills in the notice, the visit the private area of our website.
After paying your overdue bill, you must send us the receipt of payment. To do so:
- Use the private area of our website
- Or send a fax to +39 800 066 386
If you paid with one of the following payment methods: Lottomatica Services - Sisal Pay - participating Coop supermarket Sales points - Cbill - CityPoste Payment - Paytipper - Enel Energia Website and App, you do not have to send us any receipt. We will automatically record your payment!
Click here to see all the methods for paying our bills and the bank branches where you can pay for free.
We may ask the Distributor in your area to cut off your supply.
Suspension of electricity supply
If technically possible, the power of your meter will be reduced to 15% of the total available power, in which case you will only be able to use some types of electrical equipment.
If you have not paid the overdue bills within 15 days of the power reduction, your supply will be turned off. After another 10 days, if you have still not provided proof of payment of the entire overdue amount, your Contract will be closed (Contract resolution) without further notice.
Warning! If your Contract is closed (Contract resolution) or administratively archived, to reactivate the supply you will need to:
- Settle all overdue amounts
- Request a new Contract
- Click here for more detailed information.
To find out the costs of this operation, go to the question: "How much does supply suspension and reactivation for non-payment cost?"
Suspension of Gas supply
10 days after supply suspension, if you still haven't provided proof of payment of the entire overdue amount, your Contract will be closed (Contract resolution).
If suspending supply is impossible (e.g. because the Distributor cannot access your meter) we will request the cut of the entire conduit riser and the costs will be charged to you. Also in this case your Contract will be closed (Contract resolution).
If cutting the conduit riser is also impossible, your Contract will be terminated administratively and the supply will go to Default service.
Click here for more detailed information.
To find out the costs of this operation, go to the question: "How much does supply suspension and reactivation for non-payment cost?"
The riser is the pipe (or a group of vertical pipes) which transports gas to the various floors of a building. Interrupting gas supply requires cutting the riser if it is impossible to access the gas meter.
Click here for more detailed information.
Click here for more detailed information.
Supply cannot be suspended on Fridays, Saturdays, Sundays, public holidays and holiday eves.
In any case, the supply cannot be suspended if:
- A formal notice has not been sent and the wait times prescribed by the Authority have not been respected
- You have paid your bill and provided proof of payment within the set time frame
- You have submitted a written complaint regarding the bill and you are waiting for a reply. In any case, the complaint must relate to: a recalculation of consumption due to a Meter malfunction (defects ascertained by the Distributor), or a balance of abnormal amounts
- If the meter's technical conditions don't allow it
- If your debt is not related to matters laid down in the Supply Contract (e.g.: non-payment of the subscription fee for private television)
- If the supply is impossible to disconnect.
Even in the case of overdue payments, certain types of supply cannot be suspended.
The types of supply that are impossible to disconnect are those that:
- Supply life-saving equipment
- Fall under those of the Emergency Plan for the Electric Security Service (CIPE Resolution no. 91 of 16 November 1979)
- Relate to Customers who carry out public services.
After paying your overdue bill, you must send us the receipt of payment. You can do so:
- in the private area of our website
- or by sending a fax to +39 800 066 386.
If you paid with one of the following payment methods: Lottomatica Services - Sisal Pay - participating Coop supermarket Sales-points - Cbill - CityPoste Payment - Paytipper - Enel Energia Website and App, you do not have to send us any receipt. We will automatically record your payment!
Click here to see all the methods for paying our bills and the bank branches where you can pay for free.
Warning! If your Contract is closed (Contract resolution) or administratively archived, to reactivate the supply you will need to:
- settle all overdue amounts
- request a new contract.
To find out the costs of this operation, go to the question: "How much does supply suspension and reactivation for non-payment cost?".
Provision of electricity supply
The restoration of power/reactivation of the supply will be carried out:
- within 1 working day of our request to the Distributor, if the meter is remotely managed
- within 1 weekday of our request to the Distributor, if the meter is not remotely manged.
Warning! We will only ask the Distributor to restore the power/reactivate the supply once we have received proof of payment.
We record payment receipts we receive until 6 p.m. from Monday to Saturday; in any other cases, we manage the payment receipts received within the following working day.
Gas
The supply must be restored within 2 working days of our request to the Distributor.
Warning! We will only ask the Distributor to restore the supply once we have received proof of payment.
We record payment receipts we receive until 6 p.m. from Monday to Wednesday and those we receive until 2 p.m. Thursday and Friday; in any other cases, we manage the payment receipts received within the following working day.
Provision of Electricity Supply
We apply the costs laid down by the Authority for the protected market:
€ 25.76 - Fixed Distributor contribution for the suspension and reactivation of a non-remotely managed meter (€ 12.88 if the meter is remotely managed). If the supply was first reduced and then suspended, we will request a single fixed contribution.
€ 23.00 - Seller Administrative Expenses for the power reduction/supply suspension
€ 23.00 - Seller Administrative Expenses for the restoration/reactivation of the Gas supply.
Gas
We apply the following costs:
€ 23.00 - Seller Administrative Expenses for the supply suspension
€ 23.00 - Seller Administrative Expenses for the supply reactivation
Cost for the suspension and reactivation of the supply; the amount is determined by the Distributor in your area. To find out more, consult the Distributor's website. You can find the name of the Distributor in your area in your bill.
Faq refunds
Have all your previous bills been paid?
If you have not domiciled payments: the credit will be offset against the next bill when it is due; any remaining balance will be credited to the bills that follow.
If you have domiciled payments: we will credit the amount to the bank account used for the domiciliation. Accreditation will take place on the day of expiration of the credit note.
Have you got overdue bills to pay?
We will use the credit to offset past due and unpaid bills; any remaining balance will be credited in the bills that follow.
Is the credit note related to a discontinued supply?
We will use the credit to offset any unpaid bills and send you a refund of the remaining amount with a Sisal letter or non-transferable cheque. If you prefer to receive a refund in a different manner (e.g. bank transfer), please contact our Customer Service.
Refund by cheque (non-transferable cheque/Sisal letter): about 30 days.
Refund by bank transfer: about 20 days.
If the supply is no longer needed, you must request service deactivation. Otherwise you will have to request the change of the name in the Contract (Transfer). After these steps, if you are an heir or the actual user of the supply, you can request documentation from our Customer Service to have the refund made in your name.
If you are the actual user of the supply, you can request a refund in your name.
Download the forms to fill out here and send them back to us
Remember! If you continue to use the supply, you must also request the change of the name in the Contract. You can implement this name transfer by clicking here or by contacting our Customer Service.
Please contact our Customer Service, who will be able to give you information on your refund, and if the cheque has not been cashed, you can request a reissue; we will send you a new cheque on the expiry of the first. If the cheque has instead been cashed, you will need to report the incident to the authorities (fraudulent collection) and send us a copy of the report; after our controls, we will refund you by bank transfer using the information you will provide.
The Sisal refund letter is valid for 90 days; please contact our Customer Service to check the status of your refund, request a copy of the letter or its reissue (if the letter has expired).
