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A reader approached Delfi in Rome (Delfi’s real name is known), convinced that her family was suffering from the injustice of electricity taxes – both the Energy Distribution Operator (ESO) and the independent provider Ignitis. they billed you. Sizes – more than 800 euros each. Why – a woman cannot understand even after ESO explanations.
“The situation is this: we were encouraged to choose an independent electricity supplier. From this year March 1 we selected Ignitis. Before being in ESO, we did not declare electricity meters, but we paid 100 euros per month. When we chose Ignitis, ESO said we had an overpayment and returned 300 euros. However, in April we will receive an invoice for ESO – 852.77 Eur, and for Ignitis – 815.85 Eur ”, the woman is surprised.
Sent an invoice received from Ignitis to Delfi. 3400 kilowatt hours unpaid – Both are reported only in the Ignitis account.
The woman claims to have called ESO to find out what the high sums are for. It was explained to him that on April 21, the employees canceled the readings of the electricity meters, which turned out to be much higher than what they had been paid before, that the customer had not declared the readings, such delays arose.
“There was a lot of snow and we had to go very far to the counter, so we did not go because there was snow up to our necks. We paid a hundred euros each, thinking that later, if anything, we would pay it. And then they told us we had an overpayment. That is very good, we are glad we are debt free. And now everything is backwards here, ”the woman complained.
She does not understand why the bills of the two companies are now similar, and also states that she must pay even the same electricity meter readings.
“We wrote inquiries to ESO and Ignitis, we did not receive any response, it turns out that they charged us twice for the same electricity. When they asked us to choose an independent electricity supplier, they all promised that there would be no problems, that the whole transition would happen automatically, And now, even though as of March 1. we switched to Ignitis, ESO still cancels our counters and issues a bill almost two months later, Ignitis does the same, the woman is outraged.
Non-payment of the invoice was taxed at the latest rates in force this year, including guaranteed supply; This has further increased the bills as rates were lower last year. Even the difference of two cents in the rate of thousands of undeclared kilowatt-hours means that the family could pay tens of euros less.
ESO: No errors
Ignitis and ESO belong to the same group of companies; Paulius Kalmantas, ESO’s public relations project manager, commented on the situation.
“As the customer himself admits, he did not declare the meter readings, so he was subject to the market average, which is provided by law. In this case, the average did not correspond significantly to the customer’s actual energy consumption, ”says P. Kalmantas.
When the customer pays on average, the meter is not checked frequently; sometimes there are situations in which the actual consumption deviates from the declared one. Then, according to ESO, the rates are recalculated on the basis of actual data, in accordance with the requirements of the State Service for the Protection of Consumer Rights. That was done on April 21.
Adding to the confusion is that as of January the client had to choose an independent provider, but did not do so on time: the Roman family only chose the provider as of March 1. As a result, in January – March of this year, you were provided with ESO’s guaranteed power supply service, which is significantly more expensive than previous rates.
“After canceling the actual meter data in April. At the end of the year, the client received two invoices, adjusted to the actual data. The ESO invoice covered the period until March 1, while the independent provider invoice covered the period from March 1. There were no mistakes. Such a situation would not have occurred when declaring electricity consumption, ”says P. Kalmantas.
It claims the debt was due to undeclared readings, at which point no ESO overpayment was refunded, according to clients. Warranty supply and independent provider services are not available during the same period.
To the customer’s complaint that it is not possible to obtain clear answers, the ESO representative responds that we always try to provide relevant information quickly and clearly, delving into each customer’s concern: “We constantly strive to improve the customer experience .
ESO acknowledges that there are “several minor issues” with choosing independent vendors, but these are quickly resolved with independent vendors.
“Only in very rare cases have there been complaints. There were 56 clients who complained to the State Energy Regulatory Council (VERT) after the first stage of liberalization, that is, 0.02%. Of the clients of the first stage ”, says P. Kalmantas.
This year, ESO’s customer service team received more than 20,000. the liberalization of the electricity market and the independent supplier. Most of them, about 15 thousand. – issues of an independent electricity supplier.
Disagree: before I paid 100 euros a month, now – 400 euros
ESO’s response did not add clarity to the Roman family; on the contrary, he considers that the company is wrong.
“Where do we get the Ignitis debt of 800 euros per month and a half?” Well, abnormal, it can’t be like that. The bill should be around 140 euros per month. It’s impossible to find out anything, ”Rome said angrily, noting that the family could not consume as much electricity.
She is also convinced that Ignitis has a responsibility because the contract with her was only signed in March.
“It just came to our knowledge then. It was necessary to choose a supplier before December 8, and in fact we chose, we went to Ignitis, we chose green or non-green electricity, we signed a contract. But we probably didn’t do anything until the end. And when We received a letter from ESO in early January that would now be calculated on the basis of the guarantee rates, we were only worried because we thought we had concluded those contracts, after all, called for December 8. It turned out that we did not. And at least I could inform somehow, “the woman wondered.
He said he would consider filing a complaint with the State Energy Price Regulatory Council (VERT). VERT recommended the same: file a complaint so that the situation can be examined in detail.
Why pay for every kilowatt hour?
If there are delays in the use of electricity, when changing the rates, the unpaid amount must be paid with new rates, explained P. Kalmantas. This will be relevant for hundreds of thousands of residents who will have to choose an independent provider starting in December. Independent providers can also offer higher prices and, without choosing a provider, ESO provides a guaranteed supply for some time with a 25 percent increase in the purchase price of electricity.
By comparison, the current “standard” time zone rate is 14.1 cents per kilowatt hour, while the guaranteed supply price in June is 16.3 cents per kilowatt hour. These unpaid kilowatt-hours would suddenly become significantly more expensive. The ESO representative explains that the recalculations are performed in accordance with the VTAT requirements.
“The ESO page highlights important information: it is necessary to declare meter readings to the public provider before December 31, 2021.
“If not done in due time, the kWh consumed until December 31, 2021 will be transferred to the guaranteed supply and a higher price will have to be paid,” the ESO website said.
The same is true as of July 1, when electricity prices change again: When the new rates take effect, previously unaccounted for electricity will be taxed at the new rates.
On July 1, tariffs will go up about 8 percent. Those who pay according to the “Standard” single time zone plan will no longer pay 14.1 cents, but 15.2 cents per kilowatt-hour of electricity. Rates for two time zones: 10.6 cents for nighttime electricity (through July – 10 cents) and 17.7 cents for daytime electricity (through July – 16.1 cents).
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