Electricity Supplier change from Portillo to HC Energia

Our direct debits changed in October last year for our electricity to HC Energia (previously taken by Portillo). 

Portillo always provided (via our bank direct debit) the meter readings etc so we could monitor the payments being made and what they were for.

The new company aren't providing this information, nor were we alerted that they were changing supplier.  I asked the bank but they advised to speak to HC Energia.  We have had 4 payments taken now to date of substantial amounts (we're not resident in Spain and not visited for the past 6 months).

I have contacted the new company but they don't recognise our details (including their references on the direct debits!!) and asked for the previous owners name/s.  We bought the property brand new and have had no problems in the past.

We're concerned that

i.  we have not provided them with our bank details, so how did they get them?

ii.  this company may not be providing our electricity supply

 Can anyone advise how we can get to the bottom of this?   I have asked if we can visit their office with our documentary evidence, but they said it would be too far for us to go as they are based in Northern Spain and our holiday apartment is in the south.

Help please ??!!

Sounds like a bit of a nightmare you're having there.

I don't think it's good enough of HC Energia to shrug their shoulders at this.  They NEED to get to the bottom of this as they are taking the money from your account.

I'm not really sure what to suggest.  This is the sort of issue that Myra and Antonio at Costa Advice Bureau could sort for you but you need to become a member first.  I think it costs €99 for the year but it should be worth it for you to get this matter resolved.

Good luck with it and let us know how you get on.

Justin