Urgent help with my Iberdrola supply!

Hi sorry fir interrupting this post but I am in need of some urgent help with regards to Ibredrola
I have had a call this morning from my key holder to say my electric metre has been locked off.
I have tried 3 times today to speak to them only to be told I don't exist & I need to give them my supply number? I am finding this difficult as I do not receive any paper bills from them! My direct debit has always been paid since 2008 & as far as I am aware has not failed . On my 3rd attempt to speak to someone about thus I had my call terminated after I said it was ridiculous that they were saying I did not exist and asked to speak to a manager and then wad told I couldn't because I did not speak Spanish but the girl I was talking too spoke English to me! Anyway the language isn't a problem here it is that I don't exist on their system! Dies anyone have-any advice on where I can go from here as my family are going out in Friday & no electric
Very frustrated as I am back in EnglandEngland:roll:

trudy wrote:Hi sorry fir interrupting this post but I am in need of some urgent help with regards to Ibredrola
I have had a call this morning from my key holder to say my electric metre has been locked off.
I have tried 3 times today to speak to them only to be told I don't exist & I need to give them my supply number? I am finding this difficult as I do not receive any paper bills from them! My direct debit has always been paid since 2008 & as far as I am aware has not failed . On my 3rd attempt to speak to someone about thus I had my call terminated after I said it was ridiculous that they were saying I did not exist and asked to speak to a manager and then wad told I couldn't because I did not speak Spanish but the girl I was talking too spoke English to me! Anyway the language isn't a problem here it is that I don't exist on their system! Dies anyone have-any advice on where I can go from here as my family are going out in Friday & no electric
Very frustrated as I am back in EnglandEngland:roll:

Hi trudy,
I have moved your question into a new topic as you need urgent help and it will be more visible to everyone in this new topic.

Have you tried emailing Iberdrola from the 'contact email' facility on their website? You really need your contract number but your direct debits on your bank statements will prove you have been paying them. If you haven't had any paper statements you should have been set up for on-line billing. Have you been checking your mail-box at your property or your community for your paper statements? Your key-holder may be able to see if you have any bills in there and give you your contract number which is written on your bills (just a thought).

Hope you get it sorted soon.

Jan.

Thank you jan I have emailed them earlier hope I get a resolution soon

Regards
Trudy

Hi Trudy
Firstly dont panic, Iberdrola are the most hatefull company to deal with, however if you know their system they can be just ok. Having spent 13 years fighting Iberdrola problems in Spain and 15 years fighting the UKs most hated company BT, I will pass on some information to you initially.
Firstly Iberdrola are part of Scotish Power so you can talk to them in the UK on 0845 030 4032 however insist that they speak English to you. If you call at Midnight chances are no one will speak English so call when you know normal office hours are. Just keep saying English and eventually they will pass you to an English speaking person.

I see that you have E mailed Iberdrola, however after the automated reply you will be lucky if they respond as you must include every detail from your account details in your E mail. Dont hold your breath on this, but well done if they do reply.

Iberdrola say its your responsibility to ensure you dont owe them any money. If a DD fails as have been doing recently for ex Halifax customers now Sabadell Cam. Iberdrola will not try to retake the Direct Debit or add it to the next bill. This means that a debt perhaps 6 months ago as little as a few Euros will mean they will cut you off. Ok this could never happen in England but this is Spain.

Next it is really important that you see your bills and check the amounts with your bank statements that they agree.
If you dont receive bills as all my community dont except me,(because Iberdrola have the incorrect Road name and they are all returned undelivered) then you need to set up on line billing.

You need to find out why you have been disconnected, you can set up online billing from the UK on their web site and then be able to see if there is an outstanding balance. You will of course need to have your account number and NIE number, your account number can be found as the reference number on your bank statement, it might have 2 or 3 zeros in front of it, I dont think that you have to enter the Zeros. If you have online Spanish Banking, click on the Iberdrola debit and it will bring up the DD slip with your account details their account details and reference number. You should have your NIE number.
Here is the link for on line Billing
https://www.iberdrola.es/customers/onli ... ster-step1
Hopefully Jan wont ban me for posting this link as the other Torrevieja forum do!

If you can register with the online office then I will talk you through how to see your bill and check any outstanding balance, luckily the site is now in English, however you have many steps before you can see your bill.
Once you know if you do or dont owe money then you have 2 choices which way to go.

My guess is an unpaid bill from way back.

If this is so then you will need to pay this before they will reconnect you, plus a reconnect charge.
If not then you can certainly complain further.

Iberdrola are not that quick at answering E mails and this is why I am suggesting the Online billing route as a speedy solution is needed.

Of course as Jan suggests if you can get hold of a Bill then Iberdrola will speak to you. Somewhere you should also have your initial Iberdrola contract which will give you the reference number/account number which they need.

Not certain if you can do private messages on this forum, but if you can PM me for further help/advice and let me know if you managed on line billing, if not, not sure how we contact each other as E mail telephone not allowed.

Dont worry about Iberdrola saying you dont exist, as according to them my whole community exists in another part of Benimar and unless you give them the address where they think you are they wont speak to you.

Hopefully we can get your supply restored before Friday, however its going to be tight if money is owing as you will need to get to a bank to pay this, they will confirm its paid and then a few days for them to reconnect.

Just a last thought you say your meter has been locked off, you do mean disconnected dont you, as there is a big change of meter's going on at the moment to Smart meters. Its happened in Torrevieja however it could be happening here. This does leave you without a supply for a small period of time.

Mike

To send a message just click on the email envelope icon or PM button by the side of the post of the person you want to contact or click on their name if on iphone etc.

Jan

Thanks Jan we all need reminding from time to time.

Do you have anyone looking after the property when you are not here? if so ask them to contact an interpreter to ring Iberdrola for you. If not I can recommend an interpreter who will phone iberdrola on your behalf, your problem of course is that you can't prove who you are to them.