Naturgy has detected 33 clients affected in the Coruña town of Acea de Ama for erroneous invoiceswith amounts of up to 3,742 eurosand attributes the “incidence” to an error in reading the meters held in February, when changed the supply companywhich went from Nedgia to Gas Natural Redes GLP, both belonging to the Naturgy Group. The company apologizes to those affected and ensures that it will contact each of those affected to solve your particular situation, according to a letter dated and issued this Mondayone day after this newspaper published the complaints of affectedwhich warned of the “exorbitant” bills issued and charged to at least twenty residents of the Tierno Galván walk and who criticized the poor attention and lack of solutions that the company had offered them.
Neighbors assure that the company has begun to call some affected on the phone and to others he has sent text messages. They also claim to have proof that on Monday workers came to read meters. The error occurred in a meter reading carried out as a kind of adjustment and fine-tuning with the change of supplier. And the recorded consumption, disproportionate, correspond, according to these readings, to a single day: from February 10 to 11. The company assures that “the incident has occurred as a result of an error in the actual reading provided in February, coinciding with the administrative termination of the client and the change of supplying company, giving rise to an error in the billing made ”, he detailed in the letter sent this Monday to those affected. In the letter, the energy company conveys its “most sincere apologies” to those affected and promises to contact them “personally” in the following days “with each one of them to resolve their situation.”
The company also shows its gratitude for its “support” and for “the communication with this company in order to solve this incident in an agile way”.
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The inefficiency of communication was, precisely, the main criticism of those affected. They regretted that the agents that they had been answered by phone they had merely instructed them to return the bills, without guaranteeing that the data of the readings and the consequent amounts invoiced would be reviewed. Another neighbor also denounced that emails were bounced of the address that had been provided. The president of the Río Trabe Neighborhood Association also assured that some affected had even been threatened with cutting off their gas supply before your complaints.
One of the victims, Mónica Guerreiro, pointed out that in the neighborhood “There are older people and others who do not know or do not have time to try to claim”. He explained that, in his case, he notified the company of the error on April 1, when he received the invoice, and in any case the charge was made on account on the 13th, of 491.67 euros. Rita Rodríguez, who was charged 3,742.38 euros, stated that, days before, an agent recognized that it was a mistake and assured that the invoice would be reviewed and the correct amount charged, but this was not the case.