Portugal’s formerly State owned energy supplier, EDP, continues to ride low in the popularity polls after the company admitted to charging customers twice for the same bill.
Tens of thousands of consumers who had chosen to pay by Direct Debit had two equal amounts taken from their accounts, due to a, "communication error with the bank," according to EDP, which has just announced that it will make a first time loss on its domestic Portuguese business this year.
The company claims that the situation was resolved on the same day.
"Due to an error of communication with the bank, there was a doubling of direct debit orders related to EDP Comercial invoices," explained the company, failing to admit that the error was EDP's, not the bank's.
The situation may have been resolved on the same day but EDP was not swift in returning the overpayment, with customers having to wait for between ten and twelve days for the return of their money. Some accounts will have been pushed in to overdraft, others will have had subsequent Direct Debits refused due to lack of funds, with associated costs.
EDP, run by multi-millionaire António Mexia, a former Minister of Public Works, ‘eventually became aware of the problem’ and contacted those customers affected.
"The situation was regularised the same day, the company proactively informed the affected customers, lamenting the inconvenience caused by the incident," the company said.
Last year, electricity consumers complained the most about their relationship with their supplier.
According to data from the Regulatory Entity for Energy Services, released earlier this year, 24,855 complaints and requests for information were submitted by consumers, with the electricity sector receiving 62% of the total and dual-fuel suppliers (electricity and gas) receiving 19%.
Unsurprisingly, electricity consumers complained mainly about billing, presenting 5,240 complaints relating to invoices last year.
