In recent months, Electrica Furnizare, one of the leading electricity suppliers in Romania, has found itself at the center of a growing controversy. Allegations of illegal billing practices and an apparent disregard for customer complaints have sparked outrage among consumers, leaving many feeling both powerless and infuriated.

A former resident, who ceased living in their property since November, has been embroiled in a billing nightmare with Electrica Furnizare. Despite submitting the electricity meter index on February 15th, the company disregarded this accurate reading, instead issuing a massively inflated bill of 1,528.02 lei on the basis of an estimated consumption of over 1000kWh, more than 5 months of previous billing combined.

After a direct confrontation, the issue was momentarily rectified, only for to receive a new over-estimated invoice less than a month later, this time with a bill of 1,414.83 lei and an incorrect index marked as “autocitire” (self-reading) – a label falsely suggesting the customer had submitted it.

The frustration is not isolated. Comments from Electrica Furnizare's Facebook page where they announced the extension of their working hours until 6pm at certain locations, customers paint a picture of a company in disarray. From Iuliana, struggling with automated customer service lines that lead nowhere, to Vera, who received a bill overestimated by 300 kWh despite providing her own readings, the stories are varied but the theme is consistent: a company that is either unwilling or unable to address its billing inaccuracies. Compounding this issue, if the estimate is higher than the actual consumption, it is impossible for the customer to submit the index online until it's corrected, as the actual index value is lower than the over-estimated index.

The other issue, is that Electrica prioritise in-person visits, which are scheduled through their “E-Programare” website, but the booking form does not reflect the extended opening hours and most appointments are fully-booked, with the earliest appointment in some local offices, being beyond the due date of the invalid invoices, resulting in overdue payments and potential late-fees being applied. In some extreme cases, it may even result in the disconnection of the electricity supply entirely, for which there is a reconnection fee, in addition to the fact that the customer would be without their electricity until it's resolved.

Illegal Billing

The situation has prompted some, to consider legal action, with lawyers suggesting that there are grounds for suing based on illegal billing practices. This legal recourse underlines the severity of the issue, with potential implications for both the company and its customer base at large.

The company's failure to accurately process meter readings, correct billing errors promptly, or even engage in meaningful dialogue with its customers suggests a systemic problem. Paulina's account of being charged for consumption that didn't occur and the company's refusal to adjust the bill is a testament to the bureaucratic inertia plaguing its operations. “It's totally unacceptable,” she states, calling for the National Authority for Consumer Protection (ANPC) to intervene.

Adding to the complexity of Electrica Furnizare’s billing controversies, there lies an under-discussed yet critical issue affecting consumers: the tiered pricing structure based on consumption levels. Under this model, electricity costs can escalate significantly with higher usage, placing an undue burden on unsuspecting customers.

This was starkly evident in the case where after being inaccurately billed based on inflated consumption estimates, found themselves subject to rates as high as ~1.30 lei per kWh, a steep climb from the standard rate of 0.79 lei per kWh. Such discrepancies in billing have serious financial implications, effectively punishing consumers for electricity they haven't actually used. Simply ignoring this issue and paying the bill, would have resulted in unfairly pre-purchasing electricity at a higher rate than.

The issue extends beyond individual grievances, touching on broader themes of corporate accountability and consumer rights. As Mihai notes, the practice of overestimating bills seems to be a troubling pattern rather than isolated incidents. This has led to calls for regulatory oversight and a reassessment of how utility companies engage with their customer base.

In response to these challenges, some customers have taken matters into their own hands, visiting Electrica Furnizare offices in person to demand corrections to their bills. While these efforts have occasionally resulted in revised charges, the necessity of such measures highlights a fundamental breakdown in customer service.

As the outcry grows, it's clear that Electrica Furnizare faces not just a public relations crisis but a profound operational one. With legal actions looming and customer trust eroding, the company must navigate a precarious path forward. For many of its customers, the resolution can't come soon enough. Amid rising living costs and economic uncertainty, the last thing they need is to battle their electricity supplier over unjust charges.

For the customers caught in the middle, the hope is that resolution brings not just corrected bills but a shift in how the company operates, ensuring that such disputes become a thing of the past.