The Electric Company of Santiago de Cuba defended the elimination of paper bills as part of its "leap towards digital transformation," but acknowledged that the change entails more operational complexities for customers, especially for those who do not have stable access to phone, internet, or email.
In a radio appearance, the commercial director Yaritza Nieves de Armas stated that the bill will not disappear, but rather it will be delivered "in another way," and listed alternative methods to consult the amount and pay for the service.
The official stated that "around 222,000 invoices" have already been eliminated, which is "more than 50%," and the goal is that "by mid-year," almost all customers will receive their invoices in digital format. Those who are unable to access this mode will have to obtain the information through in-person or telephone channels.
As explained by Nieves de Armas, to receive the invoice via email, customers can write to factura@oc.une.cu and include only the service ID in the subject line.
Once requested, the invoice should arrive monthly without the need to repeat the process; if multiple invoices are needed, you can send several IDs separated by commas or send different emails.
For those who cannot receive it digitally, the directive mentioned several options: call 18888 (24-hour service) with the ID number to find out the amount, contact the commercial offices, or visit them in person.
In the municipality of Santiago de Cuba, he said, there are still around 98 thousand customers who continue to receive their bills in paper form.
The Electric Company listed the following payment methods: commercial offices, banks, post offices, ATMs, card payments, Transfermóvil, and a payment via QR code at commercial offices.
The management also confirmed that bonuses will continue for those who pay through Transfermóvil.
He also explained the advance payment method: the client can deposit an amount (for example, "2,000 pesos"), and each month it will be deducted from that balance; he specified that this is done at the office in the area where the client resides.
Risks and claims: ID errors and payments in the wrong currency
The sales director warned that if a customer makes a mistake while paying and enters the ID incorrectly, they could end up paying someone else's bill.
In that case, he said, the claims process is primarily conducted at the bank, because "transactions are made through the bank."
The company can indicate which customer was paid, but the reversal or review falls under the banking system.
He also pointed out that some clients make the "mistake" of transferring from accounts in dollars or other currencies.
At that point, she was explicit: the company does not accept payments in dollars, only in CUP, and any complaints must also be directed through the bank.
What happens to the elderly and people without a phone?
In response to questions about retirees and elderly individuals living alone, Nieves de Armas stated that some can consult and make payments at ATMs using their cards (without the need for a phone), and that others might rely on neighbors, as—she indicated—it's possible to check the bill for "any customer" using the ID from Transfermóvil. However, she did not acknowledge that there are thousands of elderly people who do not have access to cards or a phone.
The directive stated that the electrical regulations require granting access to company personnel for the reading of the meter and affirmed that having the meter inside the home is not recommended.
If the reading cannot be carried out, it was suggested to use self-reading: the customer takes the reading on the established dates and communicates it to the commercial office to avoid having their consumption averaged out and showing an "overconsumption."
Regarding complaints about high bills amid power outages, he explained that this could be due to "reading errors," averages calculated when readings could not be taken (including cases of digital meters when there is no service), incorrectly reported self-readings, or the fact that, even with an electricity deficit, many activities are concentrated in the little time with power (refrigerators working continuously to regain temperature, simultaneous use of appliances, cooking, and washing).
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