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Since its launch, the web-based tool has received more than 500,000 visits, solidifying its role as a shield against fraud. The search tool has also been made available to customers in the private area of the Endesa Clientes app.
In response to the worrying rise in fraudulent practices, Endesa launched the search tool on its website, “Check who called you”, to help identify calls from phone numbers not authorized by the company in September of last year.
Among the irregularities detected in these fraudulent calls are identity impersonation, misleading promises, financial threats, and improper charges. The figures are alarming: 15 out of every 100 customers have fallen for the scam and switched energy suppliers without the customer's explicit consent.
Endesa reinforces its commitment to consumer protection, transparency, and fair competition in the energy market.
Since its launch at the end of September, the “Check who called you” tool, available on Endesa's website, has received more than 500,000 visits, representing 6% of the total traffic to the company's corporate website. Of these, 340,000 users have checked a phone number and the data is alarming: more than 90% of the numbers correspond to phone numbers not authorized by Endesa, confirming its usefulness as a protection mechanism against fraudulent commercial practices.
The launch of the search tool has been one of many awareness and outreach actions against scams that Endesa has implemented in recent months in response to the alarming increase in fraudulent practices targeting energy service users. Scammers impersonate sales agents from Endesa, other major companies, or even the local distributor to carry out fraudulent contracts. Endesa's objective is clear: to protect users against phone scams and abusive commercial practices that impersonate the company.
In addition to the web-based search tool, Endesa has made this feature available to customers in the private area of the Endesa Clientes app and is working on new developments to further improve its visibility and accessibility for users.
Evidence in the sector shows that the main channel for fraudulent practices is the telephone, and these malicious calls often lead customers from one company to another without realizing it and, of course, without their consent. According to company estimates, the figures are alarming: 15% of customers have fallen for the scam and switched energy suppliers without explicit consent.
In any case, it should be noted that these calls are not related to Endesa's commercial activities nor to the data processing carried out by the company. Endesa always adopts appropriate technical and organizational security measures to prevent alteration, misuse, or unauthorized access across all channels and systems.
Endesa: all sales undergo quality control
Endesa Energía, Endesa's retail arm in the liberalized market, applies an exhaustive control system to ensure that its sales force acts with full transparency and legality. These are the main measures applied:
Contractual clauses with providers to prevent misselling.
Mandatory identification of the agent to the customer.
Exclusive use of legal databases.
Full recording of the sales call in case of a sale.
Verified customer consent.
Pre-activation quality control of the contract:
- Data verification
- Confirmation calls
- Call audits
Post-activation control via satisfaction surveys.
Adaptation to the General Telecommunications Act:
- Enhanced agent training
- Prohibition of random calls
- Verification of registration on the Robinson List
Continuous provider evaluation:
- Monitoring of complaints
- Analysis of rejection reasons
Corrective measures:
- Financial penalties
- Early termination of contracts
Additionally:
100% of sales calls are monitored.
Partner companies have quality objectives linked to financial penalties if not met.
The quality and “Voice of Customer” department proactively contacts a representative sample of almost 9,000 customers per year to conduct interviews and verify their satisfaction with the registration process.
Commitment to transparency
Endesa reiterates its commitment to transparency, business ethics, and active defense of consumer rights. The company will continue working with authorities, consumer associations, and the sector as a whole to eradicate these bad practices and build an energy model based on trust, free choice, and respect for the customer. These actions, affecting both household customers and small businesses, represent a serious violation of consumer rights and distort the proper functioning of the electricity market.
About Endesa
Endesa is the leading electricity company in Spain and the second largest in Portugal. It is also the second largest gas operator in the Spanish market. Endesa operates an integrated business model covering generation, distribution, and electricity sales, and offers value-added services focused on electrifying energy use in households, businesses, and public administrations. Endesa is committed to the United Nations SDGs and corporate social responsibility. In this latter area, it also operates through the Endesa Foundation. Its workforce totals around 9,000 employees. Endesa is part of Enel.