CM067, Complaint in Red Book against EDP about EDP Operation
Please see the Latest Update of the Page via the New Link: https://www.rozen-bakher.com/iccg-announcements/cm067
https://www.rozen-bakher.com/iccg-announcements/08/04/2023-1344
ICCG Announcement: 08 April 2023, 13:44. Latest Update: 09 May 2023
Red Book - ROR00000000044763251
Highlights
EDP Operation https://www.rozen-bakher.com/iccg-announcements/07/03/2023-1239
On 22 April 2023, an appeal was given to the Energy Services Regulatory Authority (ERSE) amid the lack of EDP to respond to all parts of the complaint. See Appeal to ERSE against EDP-Red Book (22/04/2023) under Obstruction of Justice by ICCG https://www.rozen-bakher.com/iccg-announcements/24/04/2023-0545
On 21 April 2023, a response was given by EDP regarding the Complaint to the Red Book-ROR00000000044763251 (see below), still, the response did not refer to all parts of the complaint as described in EDP Operation (see below or via the link EDP Operation https://www.rozen-bakher.com/iccg-announcements/07/03/2023-1239), as follows:
EDP in their response ignored the vanished Electricity Meter-Reading from the system of EDP.
EDP in their response did not provide an answer for the ‘Taking Money’ instead of Direct Debit.
EDP in their response did not provide an answer for the gap regarding the insurance of EDP - what was said by the representative of EDP (8 Euro per month) compared to the price in the contract (14 Euro per month).
EDP in their response ignored the suspected SMS from 15 November 2022 that mentioned that the contract with EDP voids. Is EDP sent the SMS - YES or NO? And if YES, then Why?
On 05 April 2023, a complaint about EDP was given to the Portuguese Red Book via the Online Red Book.
See also A Complaint to the CEO of EDP amid EDP Operation by ICCG https://www.rozen-bakher.com/iccg-announcements/05/04/2023-1831
Appeal to ERSE amid the Lack of EDP to Respond to All Parts of the Complaint
On 21 April 2023, a response was given by EDP regarding the Complaint to the Red Book-ROR00000000044763251
Translation of the EDP Response in English
Customer Face,
We have received your communication in which you show us your displeasure with the cancellation of the Conta Certa Agreement in force in the electricity supply contract that you title to the installation located at Praça de Londres 12 1 ESQ in Lisbon and ask us for clarification regarding the contracting of the EDP Full Pack and Secure Invoice services.
The payment method chosen is the Right Account
Analyzed the situation, we begin by confirming that the payment mode chosen for the invoices related to the electricity supply contract identified above, is the Right Account.
This option allows you to pay by direct debit the same amount for 11 months regardless of your consumption. In the 12th monthly payment, we send you the invoice, via email, for the whole year and pay or receive the amount of the adjustment between what you have already paid and the total amount of the invoice.
It should be noted that, following your trip to the EDP Lisboa Store, on February 24, 2023, you will have requested the change of this payment method to monthly, having been given due treatment to your request.
We also clarify that, due to an automatism of our commercial management system, whenever a change is made to the contract, a new contractual policy is generated with the new contractual conditions, which you must sign, information that was transmitted in the store before making the desired change.
Thus, according to the clarifications provided by our EDP Lisboa Store, at the end of the change, you will have refused to sign the documentation, so the Right Account payment method should have been restored.
Your monthly fee is automatically calculated, considering the history of readings of the installation
To that extent, I understand your exposure now under analysis, we proceed to the activation of the payment mode Conta Certa, with a monthly installment of € 181.00, and the monthly fee was automatically calculated, Understanding the readings of the history of the installation, being certain that the client can request our services, if he so wishes, to change the monthly amount to be debited.
The EDP Full Pack was hired on October 11, 2022 On this subject,
we inform you that following your trip to the aforementioned store, on October 11, 2022, the EDP Full Pack was contracted, with all the benefits associated with this service, with a cost of 14,90 €, information that appears in the respective contractual policy.
It should be noted that, with the contracting of the EDP Full Pack, a commercial offer was attributed to its electricity supply contract, on the billed consumption and the contracted power.
We also inform you that the contract in question has a duration of 12 months, being automatically and successively renewed for equal periods, if it is not terminated through written communication until the day before the end / renewal of the contract, as indicated in the general conditions.
The certification of your natural gas installation was carried out under the EDP Full Pack
More we inform you that the inspection and certification of your gas installation, carried out on October 18, 2022, was carried out under the EDP Full Pack contract.
Under this service the customer can choose to enjoy the certification of the natural gas installation, thus being free of the payment of the inspection, whose usual value is € 60.00.
Thus, even if the service is within the contractual period, we can cancel the EDP Full Pack, however, we will have to charge the value of the certification of the natural gas installation, so we request that, at an appropriate time, contact us, through the usual channels, so that we can follow up on your claim.
Clarifications on the activation of the Secure Invoice service
Finally, and given the issue complained of, specifically about the process of contracting the Secure Invoice service, we inform you that for the necessary clarifications on this matter it will be necessary to address the matter directly to EDP Mediadora.
We are available to clarify your doubts
You can clarify your doubts at any time in the customer support area in edp.pt. For any additional questions, please contact us through the customer area, the EDP Zero app, the service line 213 53 53 53 (weekdays from 9am to 8pm | call to the national fixed network), or our stores.
With our regards,
Pedro Galvão Pires
Commercial Director
05 April 2023, Complaint to Red Book about EDP Operation https://www.rozen-bakher.com/iccg-announcements/07/03/2023-1239
For more such kind of operations, please see Electricity & Gas Bills Operation https://www.rozen-bakher.com/iccg-announcements/05/04/2023-1532
EDP Operation - Highlights
The System of EDP Falls Down when the contract was made by Dr. Rozen-Bakher. Following the rental apartment in Lisbon, in mid-October 2022, Dr. Rozen-Bakher made a contract with EDP for electricity and gas (the gas used only for showers). When the contract was made, the system of EDP falls down, so Dr. Rozen-Bakher was not able to sign the contract or get it, so EDP sent her by email the contract after that (see below). Importantly, for Dr. Rozen-Bakher it was no surprise that the system of EDP fell down during the contract because it’s happened too many to count when Dr. Rozen-Bakher made a contract or get a service, such as the case of the fall down of the system of ING when Dr. Rozen-Bakher opened a bank account in Netherlands in 01/2020 (see ING Operation https://www.rozen-bakher.com/iccg-announcements/02/04/2023-1851), so the bank account did not open at the same day, but a three days later, which likely allows ICCG to manipulate somehow the Dutch bank account of Dr. Rozen-Bakher, or as the case of the fall down of the system of the ‘citizens store’ in Lisbon in mid-2018 when Dr. Rozen-Bakher and her son got the EU health insurance cards, which was likely done by ICCG in trying to prevent the getting of the health cards, two days before the travelling of Dr. Rozen-Bakher and her son from Portugal to England.
EDP did not mention the amount of the FIX payment when the contract was made. When the current contract was made with EDP in mid-October 2022, the representative lady of EDP did not mention the amount of the fixed price of EDP but only that it will be under the plan of 6.9KV, so unclear if the amount that was charged after that by EDP indeed reflect the original contract amid the suspected SMS in 11/2022 that mentioned that the contract with EDP voids (for more information, see below), as well as due to the ‘Taking Money’ from the bank account instead of via ‘Direct Debit’ for EDP payment (see below), regardless of the vanished second meter reading from EDP system (see below).
Contradiction information regarding the insurance of EDP. When the current contract was made in mid-October 2022, the representative lady of EDP argued that we will pay 8 Euro per month for the insurance with the ability to cancel it at any time, but EDP charged 14 Euro per month instead of 8 Euro per month. Note, the current contract indeed mentioned 14 Euro, but the contract was sent after that by email due to the fall down of the EDP system, so Dr. Rozen-Bakher has no opportunity to see this contradiction in the EDP office when she made the contract in mid-October 2022. Only two months later, she noticed the gap in the amount of EDP insurance, but when she informed EDP in 02/2023 about it, then the representative of EDP ignored the complaint about the gap and he even argued that it’s not possible to cancel the insurance, despite that the email of EDP mentioning that it’s possible (see below).
EDP replaced the old Meter Reading of the electricity with a new Smart meter-reading when Dr. Rozen-Bakher entered the Apartment. When EDP connected the apartment of Dr. Rozen-Bakher to the electricity, the old meter-reading (see below) did not work, so the technician of EDP replaced it with a new smart meter-reading, so the meter-reading at the beginning was 000000. However, unfortunately, ICCG can easily manipulate smart-meter-reading via cyber, rather than an old one, regardless of the ability to change the meter-reading on the system of the electricity provider or even to vanish meter-reading if it’s too low for ICCG to increase the costs of the electricity & gas bills, as likely done by ICCG when the second meter-reading vanished from EDP system (see below), as well as what done by ICCG since 2019 (see above Electricity & Gas Bills Operation).
Starting Using the gas at the start of November 2022 instead of in mid-October 2022 amid 3 times approval of gas tests by EDP. The gas in the apartment is used only for showers for 2 persons. However, amid 3 times approval of gas tests by EDP (1 test on the EDP insurance and two tests by paying 50 Euro cash for each test), then the using of the gas began at the start of November 2022, namely around 3 weeks after the entry to the apartment.
Suspected SMS that mentioned that the contract with EDP voids. On 15 November 2022, Dr. Rozen-Bakher received a suspected SMS that her contract with EDP Voids, despite that she did not make any change to the contract. Likely that ICCG cancelled the original contract and made instead ICCG-Contract on behalf of Dr. Rozen-Bakher and without her permission. (see below the SMS in Portuguese and its translation to English.). This manipulation likely explained why after the first payment via the direct debit, the other payments were not via the direct debit but via ‘taking money’ from the bank account without permission for that. Besides, this manipulation likely explained why the second-meter reading vanished from the system of EDP.
Bank Payments to EDP - ‘Taking Money’ instead of via ‘Direct Debit’. Only one time, on 28 November 2022, EDP charged via the direct debit that Dr. Rozen-Bakher authorised when she made the contract (see below), while after that, it was done via ‘Taking Money’ from the bank account (see below), despite that Dr. Rozen-Bakher gave authorization to EDP only to collect money via Direct Debit. To clarify, Dr. Rozen-Bakher did not authorize EDP to make any payment, rather than Direct Debit, so all the ‘Taking Money’ by EDP during the months 12/2022-02/2023 were done without the authorization of Dr. Rozen-Bakher. Nevertheless, on 07 March 2023, Dr. Rozen-Bakher cancelled the direct debit to EDP when EDP sent a bill based on a ‘Forced non-fixed contract’ that Dr. Rozen-Bakher refused to sign with EDP (For more information, see below).
Vanished Second-Meter from the System of EDP. A Meter Reading was done twice after replacing the old electricity meter-reading with a new smart meter-reading when Dr. Rozen-Bakher entered the apartment in mid-October 2022. Despite it, at the end of 02/2022, only one single meter reading appears on the system of EDP, according to the representative man of EDP. More specifically, the meter reading from 11/2022 showed on the system of EDP, while the meter reading from 02/2023 vanished from the system of EDP, which is likely related to the manipulation of payments not via the Direct Debit since 12/2022, as well as to suspected SMS from 11/2022 about that the contract with EDP voids.
Forced Not-Fixed Contract by EDP. At the end of 02/2023, Dr. Rozen-Bakher and her son came to the EDP in Lisbon in order to clarify several issues, such as the insurance of EDP and the options of payments to EDP including comparing between a fixed contract versus a non-fix contract. At the start of the conversation, Dr. Rozen-Bakher said that she was interested in a non-fixed contract, but when she found out about the vanished second-meter reading and about that the discount for an unemployed person is given at the end of the year, then she informed the representative of EDP that she decided not to sign the new contract and to stay with the current one. However, the representative man of EDP tried to FORCE the change by arguing that he already changed it on his computer, despite that Dr. Rozen-Bakher did not sign the new contract yet. Even after when Dr. Rozen-Bakher insisted that she is not going to sign the new contract, then the representative of EDP continued to FORCE the change by arguing that he made the change on the computer. The meeting at EDP ended without an agreement - the representative of EDP continued to FORCE the new contract, while Dr. Rozen-Bakher insisted that she is not going to sign the new contract. Based on the behaviour of the representative of EDP, then EDP does not need contracts nor to ask customers to sign them, because the representatives of EDP act upon what they put on the computer, regardless of if the customers agree to sign the contract, yes or no. Worse, a few days after that, Dr. Rozen-Bakher got a High Bill of 800 Euro (see below) based on a FORCED non-fix contract, while after that, a second bill of 237 Euro (see below), regardless of the fact that these bills are based on the ‘Vanished Second Meter Reading’.
Differences between the two invoices of the FORCED non-fixed contract regarding the financial details. First, unclear how the bank account of Dr. Rozen-Bakher appears on the invoice without mentioning ‘Direct Debit’ because Dr. Rozen-Bakher never authorised EDP to ‘Taking Money’ from her bank account but only via a ‘Direct Debit’. Even worse, there are differences between the two invoices of the FORCED non-fix contract regarding the financial details of Dr. Rozen-Bakher. (see below).
Cancellation of the ‘Direct Debit’ with EDP. Following the FORCED non-fixed contract and its bills, on 07 March 2023, Dr. Rozen-Bakher cancelled the ‘direct debit’ to EDP, yet only to find out the manipulation with the ‘direct debit’, as mentioned above.
Bank Payments to EDP - ‘Taking Money’ instead of via ‘Direct Debit’
Bills Under the Current Fixed-Contract, yet the first bill was collected via direct debit, while after via ‘Taking Money’ from the bank account of Dr. Rozen-Bakher
Differences in financial details between the two bills of the Forced Not-Fixed Contract
(see the full bills below)
Forced Not-Fixed Contract by EDP - Bills that are NOT Under the Current Contract
Suspected SMS that the contract with EDP Voids
Current Fixed Contract with EDP - Electricity and GAS
An email from EDP that mentioned that it’s possible to cancel the Insurance of EDP
Not Working old Meter-Reading of Electricity that was replaced by the technician of EDP with a new smart meter-reading when Dr. Rozen-Bakher entered the apartment, so in the check-in, the electricity meter reading was 000000
Gas Meter Reading when Dr. Rozen-Bakher entered the apartment and made the check-in.
The gas is used only for showers, still, the using of the gas began at the start of November 2022 instead of in mid-October 2022 amid 3 times approval of gas tests by EDP.
