1. Why do some customers have higher electricity bills for January?
In cash:
o at the Customer Care Centers
o на at the pay desks of our partners - Bulgarian Posts ” and “Information Services”
via ATM – directly with your debit card (and your personal customer number)
by bank transfer
o direct debit – via your current account
o payment order to the following bank accounts (In the order you must write your customer number and the period for which the payment is made):
- UniCredit Bulbank -BIC: UNCRBGSF / IBAN: BG47UNCR763010EONSALE2
- SG Expressbank - Varna - BIC: TTBBBG22 / IBAN: BG56TTBB94001515068374
Online:
o Transcard - full information on this kind of payment is available at www.transcard.bg
o EPAY - at www.epay.bg, where you have to register your personal data, 10-digit customer number and debit card
o eBG.bg - at www.eBG.bg, after a registration
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2. What is a direct debit payment?
Direct debit is a non-cash payment method which is widespread in many countries. It allows you to pay your current bill by automatic bank transfer every month. This payment method saves you precious time and facilitates our work.
To use this method of payment, all you have to do is:
1. Use a bank account that you already have or open a new current account in BGN in a bank of your choice. Here you can find a list of the banks with which E.ON Bulgaria has a contract for direct debit.
2. Declare that you want to start direct debit by filling in three copies of
the form “Consent for Direct Debit” (pdf, 333 KB) at your bank. This must be done only once.
3. Take the receipt for the last electricity bill that you paid to the bank or write your customer number and subscription number in the Consent for Direct Debit.
4. Ensure that the enclosed forms are signed and stamped by the bank as well as by you.
5. Depending on whether you are a business or private customer:
If you are a Business customer, you have to send one of the copies to us at:
- address: E.ON Bulgaria Sales AD, Varna Towers, tower G
,258 Vladislav Varnenchik Blvd., Varna 9009
- fax number: (052) 577 665
- e-mail: service@eon-bulgaria.com or take it to the nearest Customer Care Center.
The other two copies are for you and for your bank.
If you are a Private customer and your bank is included in the list of banks we work with, you don’t have to send us one of the copies of the form you filled in since the bank will inform the company of the changes in the payment method.
If you have already used Direct Debit as a payment method in 2008 you only have to renew it by following the steps mentioned above.
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3. What is important for me to know, if I prefer to pay my monthly electricity bills by direct debit?
1. You should periodically deposit funds in your current account since the bank will pay your monthly installment only if there is money in the account;
2. You can define a maximum amount for payment of your bills, which means that the bank will not make the transfer for requests which exceed this amount of money;
3. If you post a query to the company, related to the payment methods, we commit to providing an answer within five days.
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4. Which are the banks that E.ON Bulgaria has a contract with regarding payment of electricity bills through direct debit?
If you want to make your payments for the electricity you use by direct debit, you have to declare this at your bank. Presently, E.ON Bulgaria Sales AD has a contract for this service with the following banks:
DSK
• UniCredit Bulbank
• Bulgarian Postbank (BPB)
• Societe Generale Expressbank
• United Bulgarian Bank (UBB)
• CB Allianz
• First Investment Bank (FIB) – Varna branch only
• Economic and Investment Bank (CIB) –Dobrich branch only
• Raiffeisenbank
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5. What should I do if I think that there has been a double payment?
You have to inform the company of your doubts and we will assign a check of the issued invoices and the payments made under your agreement. To do this, you can contact us at 0700 1 61 61 (at the price of a standard local call) twenty-four hours a day, the Customer Care
Centers or you can send an e-mail to service@eon-bulgaria.com, fax number: (052) 577 665 or via mail at address: Varna Towers, tower G,
258 Vladislav Varnenchik Blvd., Varna 9009.
If you keep documents proving that double payment has been made, such as a cash receipt note, invoice, payment order, account statement or an ATM or Internet receipt, please, show them to us.
The company will check and inform you of the result in writing within 5 (five) days. If a there proves to be a double payment, the amount will be recouped in your following payments. If you want to have the funds recovered, you need to submit a written application (pdf, 102 KB) at the nearest Customer Care Center of E.ON Bulgaria. In the application, you have to write the bank account to which the funds should be transferred and they will be recovered within 5 (five) working days of the date of the submission of the application.
Please, bear in mind that with the aim of protecting the interests of our customers, we accept applications submitted only by the titleholder of the contract for purchase and sale of electricity. This requires you to present an ID card. If the person who submits the application is not the titleholder of the contract, he or she must present a notary-certified power of attorney.
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6. Why, after having made the payment for the used electricity, the amount is still quoted as due on the website?
The information on the website of E.ON Bulgaria for the amounts which are due is updated once a month after preparing the invoices for the electricity used the previous month. This service does not provide data for the payments made during the current month. The website allows you to check the amount of the bill for the month, which is stated and the date before which the payments should be made, but it does not provide information if the payment is made or still due.
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7. How can I check my monthly electricity bills?
You can choose the way you find best for you to check your electricity bill. We recommend that you prepare your customer number in advance and thus save yourselves time when checking the bill.
We suggest a few convenient ways to do that:
contact us at
0700 161 61 (at the price of a standard local call), twenty-four hours a day:
1. dial 0700 1 61 61
2. switch to tone mode by pressing the key „*” (or wait to be connected to a customer service agent)/
3. press key 2 to check your bill by yourself quickly and easily
check our website: www.eon-bulgaria.com
send a text message to 1611 with text «e.оn /blank space/ your CIN» - E.ON in Latin letters, CIN - your 10-digit customer number.
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8. I think that my electricity bill is incorrect. What can I do?
You can check the reading of your electricity meter and compare the figures with the ones in the invoice/ the cash receipt. If the recorded figures are lower than or exceed considerably the ones in the invoice, or if you still have doubts about the correctness of the bill, please contact us.
Within 7 (seven) days of receipt of the notice, a representative of the company will investigate the case. If E.ON Bulgaria Grid AD has made a mistake, your bill will be corrected.
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9. I have difficulty paying my electricity bill this month, can I be allowed an extension of the deadline?
Yes, but only for current electricity bills. If you decide that you cannot make your current payments, the company provides a rescheduled payment service for which you can apply at one of the Customer Care
Centers, in written form at our e-mail service@eon-bulgaria.com, at fax number: (052) 577 665 or through the post at: Varna Towers, tower G,
258 Vladislav Varnenchik Blvd., Varna 9009.
A request for rescheduled payment is accepted only if submitted by the registered customer. If another person submits the request, he or she must present a notary-certified power of attorney.
You should provide the following documents:
1. Документ за самоличност.
2. 2. An application for rescheduled payment (Request - pdf, 102 KB), signed in person by the titleholder or by the authorized person at the Customer Service Centre of E.ON Bulgaria with contact details in writing: phone number, address, as well as personal customer number and subscription number.
If you negotiate to reschedule a payment with the company and pay the part of the due payment that was agreed on when signing the contract for rescheduling, E.ON Bulgaria Grid AD will not disconnect the electricity supplied to your property. If the deadlines in the payment plan are not met, E.ON Bulgaria Sales AD has the right to demand the supply to this site to be disconnected.
The service for rescheduled payment is available only for current electricity bills and cannot be used for outstanding payments to the company for past periods.
The negotiation of rescheduled payment does not exempt the consumer of the liability to pay his/her current electricity bills.
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10. What will be the consequences, if I do not pay my monthly bill on time?
In case of non-payment of the bills for used electricity within the specified deadline, E.ON Bulgaria accrues interest for delay of payment which is the common way of compensation for a delay in the payment of a liability. The indemnity for the delay in payment is within the legal interest, the size of which is determined by The Council of Ministers in accordance with the provisions of the Obligations and Contracts Act.
If the customer does not pay within the specified deadline, the company can disconnect the electricity supply 10 days after the deadline for payment for household electricity consumers and 3 days for business electricity consumers.
Apart from all steps mentioned above, the company can take legal actions to enforce collection of the due payments. This is the ultimate measure that E.ON Bulgaria uses after all the other ways of voluntary collection of the outstanding payments come to no avail.
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11. Why can’t I make electricity bill payment through the system of ePay.bg?
This may happen if you have outstanding payments for used electricity. E.ON Bulgaria provides the system of ePay.bg with information about the current payments of only those subscribers who do not have outstanding bills. If you have outstanding liabilities, you have to pay them at an electronic pay desk or via bank transfer. From the next month on, you can make your current payments through the system of ePay.bg. Here you will find detailed information about the addresses and working hours of the electronic pay desks for each Regional Centre and the necessary data to effect a bank payment.
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12. Do I have to inform E.ON Bulgaria if I want to make a non-cash payment or change my payment method?
if you are a Business customer, you have to fill in a consent for immediate encashment at your bank in three copies. One remains in the Bank, the second one is for you and the third one has to be submitted to us in a way which is convenient for you: you can take it to a Customer Service Centre of E.ON Bulgaria or send it in the post.
if you are a Private customer and your bank is in the list of banks we work with, you have to apply for the service there and you do not need to inform E.ON Bulgaria.
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13. What should I do if I am a Business customer and I do not receive my monthly electricity invoice?
In such case you should contact us in a way which is most convenient for you. Our employees will check the possible reasons why you did not receive the invoice and will verify your address for correspondence.
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14. Why do some customers have higher electricity bills for January?
Most customers have registered higher electricity bills in January. The main reasons for this are:
- due to the holidays - Christmas and New Year’s, the schedule for taking the readings was changed. As a result, the accounting period for January is longer than the standard 30 days
- furthermore, there is increased electricity consumption due to the large number of days off during this period and also because of the lower temperatures.
To check your accounting period and the amount of electricity you used, you can contact us at 0700 1 61 61, twenty-four hours a day.
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