Arrears and refunds
A careful guide to know everything you need if you are late with the payment of the bill or you have to ask for a refund. Read the faqs that Enel Energia thought to answer your doubts and help you in the procedure.
Faq late payments
If you pay a bill after the deadline, you may be charged the default interest for each day of delay and the expenses for any payment reminders.
Furthermore, we remind you that if your supply should be suspended for non-payment , you will also have to bear a cost for the suspension and reactivation.
If you have already paid your bill, you do not need to do anything, we will take care of registering the payment.
If you have not paid, we advise you to proceed with the payment to avoid the continuation of the recovery actions.
To check the status of your payments you can:
- access the Customer Area and select "View bills" on the provision of interest;
- use the Enel Energia App and select "Bills" in supply detail.
Click here to consult all the methods of payment of our bills and to know how to pay without fees or commissions.
If you have received the notice, you must pay the bill within the terms indicated in the communication.
To check the status of your payments you can:
- access the Customer Area and select "View bills" on the provision of interest;
- use the Enel Energia App and select "Bills" in supply detail.
Click here to consult all the methods of payment of our bills and to know how to pay without fees or commissions.
We have prepared an alternative method of sending the notice of payment which replaces the Registered mail: it's simpler, faster and easier to use from the comfort of your home.
If you have provided an e-mail address or a mobile number and if you are late with payments, we will send you an e-mail and / or a text message, containing a link that allows you to use, for free, a PEC box where you can view all the information you need (unpaid bills, payment deadlines, etc.).
To access the service you will need to:
- click on the redirect link to the InfoCert landing page, present in the email or text message;
- tick consent;
- authenticate yourself, inserting the Tax Code or VAT number;
- click on "View communication".
We may ask the Distributor in your area to cut off your supply.
Suspension of power 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?"
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.
The supplies that cannot be disconnected are those that:
- power life-saving equipment;
- are included in the Emergency Plan for the Safety of the Electricity Service;
- concern subjects who perform functions of public utility.
Remember, if you paid with one of the following payment methods:
PagoPA payment notice (for the list of payment channels click here)
- without online commissions on pay.enelx.com and from the Enel X Pay App or locally with a commission of € 1.30 at the physical channels referable to Enel Energia (enabled Spazio Enel) 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 in the bank, at the ATM, in the receivers, in all post offices, at the supermarket and in all authorized physical points
Web and App
From the Enel Energia portal, by registering in the Customer Area, using your credit card or your Enel X Pay account, BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, the your PayPal account, pagoPA
you will not have to send any receipt. We will automatically register your payment!
If you choose another payment method, you must send us the receipt:
- directly from your Customer Area of the website;
- by email at pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the email - text + attachment - must not exceed 10 Mb).
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 power supply
Warning! We will only ask the Distributor to restore the power/reactivate the supply once we have received proof of payment.
If you paid with one of the following payment methods:
PagoPA payment notice (for the list of payment channels click here)
- without online commissions on pay.enelx.com and from the Enel X Pay App or locally with a commission of € 1.30 at the physical channels referable to Enel Energia (enabled Spazio Enel) 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 in the bank, at the ATM, in the receivers, in all post offices, at the supermarket and in all authorized physical points
Web and App
From the Enel Energia portal, by registering in the Customer Area, using your credit card or your Enel X Pay account, BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, the your PayPal account, pagoPA
you will not have to send any receipt. We will automatically register your payment!
If you choose another payment method, you must send us the receipt:
- directly from your Customer Area of the website;
- by email at pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the email - text + attachment - must not exceed 10 Mb).
Click here to see all the methods for paying our bills and the bank branches where you can pay for free.
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.
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.
Gas
Warning! We will only ask the Distributor to restore the power/reactivate the supply once we have received proof of payment.
If you paid with one of the following payment methods:
PagoPA payment notice (for the list of payment channels click here)
- without online commissions on pay.enelx.com and from the Enel X Pay App or locally with a commission of € 1.30 at the physical channels referable to Enel Energia (enabled Spazio Enel) 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 in the bank, at the ATM, in the receivers, in all post offices, at the supermarket and in all authorized physical points
Web and App
From the Enel Energia portal, by registering in the Customer Area, using your credit card or your Enel X Pay account, BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, the your PayPal account, pagoPA
you will not have to send any receipt. We will automatically register your payment!
If you choose another payment method, you must send us the receipt:
- directly from your Customer Area of the website;
- by email at pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the email - text + attachment - must not exceed 10 Mb).
Click here to see all the methods for paying our bills and the bank branches where you can pay for free.
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.
The supply must be restored within 2 working days of our request to the Distributor.
Provision of Power 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.
The copy of the payment is only necessary if you have received a warning to comply, your supply has been deactivated and you have paid through channels other than:
PagoPA payment notice (for the list of payment channels click here)
- without online commissions on pay.enelx.com and from the Enel X Pay App or locally with a commission of € 1.30 at the physical channels referable to Enel Energia (enabled Spazio Enel) 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 in the bank, at the ATM, in the receivers, in all post offices, at the supermarket and in all authorized physical points
Web and App
From the Enel Energia portal, by registering in the Customer Area, using your credit card or your Enel X Pay account, BancomatPay, PayPal, MyBank, pagoPA or from the Enel Energia APP using your credit card, the your PayPal account, pagoPA
You can send a copy of the payment:
- directly from your Customer Area of the website;
- by email at pagamentoriallaccio.enelenergia@enel.com, attaching the copy in pdf or jpg format (the maximum size of the email - text + attachment - must not exceed 10 Mb).
Faq refunds
The bills are all paid
If you do not have domiciled the payments, you will find the credit amount on your next bills.
If you have domiciled the payments, we will credit the amount to the current account used for the domiciliation. The amount will be credited on the day the credit note expires.
There are still bills to pay
The credit note is used to clear overdue and unpaid bills.
If the balance is:
- on credit, the remainder will be credited to future bills;
- in debit, you will receive the compensation letter with the details of the invoices concerned, complete with the pagoPA payment notice to proceed to the balance.
The credit note relates to a discontinued supply
We will use the credit to offset any overdue and unpaid bills and in the event of any remaining credit, we will refund it via letter Mooney (formerly Sisal) or check non-transferable.
If you prefer a refund with a different method (e.g. bank transfer), request it from one of our contact channels.
The bills are all paid
The double payment is credited to upcoming bills, if you prefer a refund with a different method (eg bank transfer), request it from one of our contact channels.
There are still bills to pay
Double Paying is used to clearing overdue and unpaid bills.
If the balance is:
- on credit, the remainder will be credited to future bills;
- in debit, you will receive the letter of compensation with the details of the invoices concerned, complete with the payment notice pagoPA to proceed to the balance.
In any case, if you paid by bank transfer, always make sure you have used the Enel Energia iban codes: IT18Y0306905020051014470177 or IT18P0306909400100000011397.
If you are the heir of the deceased person or the actual user of the supply, you can request one of our contact channels, sending the documentation to obtain the refund in your name, or download the form to be filled in and returned.
Remember, before the refund, if you continue to use the supply request the change header (voltura), or the termination (contractual resolution) to one of our contact channels.
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 the termination (contractual resolution) to one of our contact channels.
You can ask one of our contact channels, information on your refund, the reissue of the check (if not already collected) or a new refund in the manner that prefer (which will be issued after the expiration of the unclaimed check).
For residential customers only, reimbursement can be arranged by Mooney letter up to a maximum of € 500.
The refund letter is valid for 90 days and can only be cashed at authorized Mooney points.
To find the Mooney point enabled for reimbursement in your city, visit the mooney.it website.
From the Home of the site, select the item "Payments and Services" and, from the drop-down menu that opens, click on Bills and Bulletins.
This section lists all Mooney services. Selecting "Enel Energia Refunds" the link is made available to locate the nearest store based on the desired service and the address entered.
You can request from one of our contact channels, information on your Mooney (formerly Sisal) refund, a copy of the refund letter or a new refund in the way you prefer.
