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Scam calls from energy consulting firms: how to detect them and take action

We provide some tips to help you identify phone scams by so-called fake energy consulting firms and protect yourself from them. Discover warning signs and avoid fraud.

Lately, there has been an increase in anti-fraud campaigns targeting all energy service users, especially Endesa customers. Scammers pose as so-called ‘energy advisers’ or even as the local distributor to trick consumers.

These fraudulent calls aim to obtain personal and financial information through deception, as we tend to answer without hesitation and do not usually verify if we are actually being contacted by our electricity and/or gas supplier.

In any case, keep in mind that these calls are not related to Endesa Energía’s business or data processing activities. At Endesa, we always apply suitable technical and organisational security measures to prevent alteration, misuse, processing, or unauthorised access to all channels and their systems.

If you suspect you have suffered a phone scam, it is important to act quickly to prevent damage and protect your personal and financial information. Below, we explain how to detect these scams and protect yourself against them.

Steps to take against a phone scam

If you receive a suspicious call, and you hesitate about whether you are speaking with Endesa, we recommend following these steps:

  1. Hang up immediately: if you think the call may be a scam, do not hesitate to hang up. Never provide personal or financial information.
  2. Contact Endesa's official channels: to verify the authenticity of the call, use Endesa's official contact channels.

 

Warning signs when facing a phone scam

To ensure you are really talking to a legitimate electricity supplier company, here are some tips to confirm it is not a scam. Remember that any legitimate company wanting to contact you will be happy to answer your questions so you can verify the authenticity of the call. If they do not answer properly, avoid your questions, or simply do not know how to respond, it is most likely a phone scam.

  1. Ask questions about the company, its services, and how they obtained your information. Scammers usually hesitate when asked detailed questions that deviate from their usual conversations with potential victims.
  2. Hang up immediately. If you realise during the call that it is a scam or that it seems suspicious, hang up right away. Do not continue interacting with the scammer.
  3. Never share personal, financial, or private bank details unless you are completely sure of the call's legitimacy.
  4. Take note of the phone number they called from, the name they gave you (if provided), and any other relevant details from the conversation. This could be useful later.
  5. Block the phone number to prevent future contact through the same number.
  6. Contact your bank entity if you provided financial information. Quickly notify them so that they can protect your accounts from potential fraud.
  7.  Check your bank accounts and cards for any unauthorised activity and block them if necessary.
  8. Inform friends and family to let them know about the suspicious call so that they can also be alert and prepared if they receive a similar call.
  9. Report the fraud to the police through a formal complaint at the police station or with consumer protection agencies like the Internet Security Office (OSI) or the National Markets and Competition Commission (CNMC).
  10. Change your passwords for all your important accounts, especially those linked to financial information. Remember not to use the same password for different accounts, while ensuring they are not predictable or easy to guess.

 

When should you be wary of an energy advisory call?

Currently, calls from so-called ‘energy advisers’ are increasing, so we recommend being cautious and considering that it could be a scam. Therefore, it is important to always try to confirm their legitimacy, and if in doubt, hang up immediately.

 

How to detect a scam call

  • Unsolicited call: if you receive an unexpected call but never signed up to obtain information from energy advisers or gave your consent for it.
  • Lack of transparency: if they do not provide clear information about the company, its services, and tariffs.
  • Pressure to contract: if they pressure you to make a quick decision without giving you time to investigate, compare, etc.
  • Direct personal information: if they ask for personal, financial, or your energy supply details in the first call.

 

What should you do if you have fallen victim to a scam?

If, unfortunately, a fraudulent energy adviser has tricked you, it is important to act quickly to avoid further problems:

  1. Cancelling the agreement is the most important step. If you provided personal information or accepted a contract, cancel any agreement immediately. Inform them that you are revoking your consent.
  2. Check your bank statements. If you detect any suspicious activity, contact your bank as soon as possible to take the necessary measures to protect your account.
  3. Report the scam to the relevant authorities, such as the police, consumer protection agencies, or the CNMC.
  4. Learn and share your experience. Use this experience to be more alert in the future. Share your experience with friends and family to inform and prevent them as well.

When we contact you through our official channels, it will always be on behalf of ENDESA ENERGÍA. Moreover, for new contracts, we will provide and request information equally for your security.

For managing existing contracts, we will ask you for certain information to verify your identity and validate the information we have on file.

 

Useful resources to detect phone scams

If you have any questions related to the processing of your personal data, you can contact Endesa Energía's data protection officer via the following email address: dpoc@endesa.es.

If you need advice and assistance in case of a phone scam, you can contact the Spanish National Cybersecurity Institute (INCIBE).

In any case, you also have the right to file a complaint with the Spanish Data Protection Agency (AEPD).

Keep in mind that these scam calls are not related to Endesa Energía or its data processing practices.

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