Edf - no gas bill

Janey1984 · 21 July 2011 at 11:28AM

I switched my gas an electric to edf at the start of the year an still have not received a gas bill. My last electric bill was in April and they are having a system issue when trying to produce my gas bill. I have called them several time and they have not once contacted me but they have no idea when this will be resolved. My account is currently £365 in credit but they are refusing to give any of that back as it's not a true account balance.

Anyone else in a similar position or can give advice about where I stand legally I have heard that if they don't bill you within a certain period then you are not liable to pay???

UncleZen · 21 July 2011 at 1:40PM

be careful, when they do resolve it make sure that they use the correct meter readings.

bondy01 · 21 July 2011 at 5:38PM

I think some people are on 6 monthly billing. My parents are alledgedly £392 in credit because no bill has been sent in that time.

gemmalouanna · 22 July 2011 at 10:04AM

I got up to £500 credit - kept phoning asking for a bill and gave meter readings every time I ring.....my account still isn't accurately sorted after 7 months with them.

eurmalian · 22 July 2011 at 10:07AM

It's legally if they don't bill you for over a year then they can only back-bill for 12 months worth. I wouldn't sit quiet and hope for that to happen though as even 12 months usage all at once will be a rather large bill for most people...

jalexa · 22 July 2011 at 11:19AM

Janey1984 wrote: »

I switched my gas an electric to edf at the start of the year an still have not received a gas bill. My last electric bill was in April and they are having a system issue when trying to produce my gas bill. I have called them several time and they have not once contacted me but they have no idea when this will be resolved. My account is currently £365 in credit but they are refusing to give any of that back as it's not a true account balance.

Anyone else in a similar position or can give advice about where I stand legally I have heard that if they don't bill you within a certain period then you are not liable to pay???

Are you paying by fixed monthly direct debit or do you settle each bill in full (if only you received one)? If direct debit, are Edf collecting every month? Have you registered for online access via MyAccount? Do your know your approximate annual consumption?

Answers to these questions influence the advice which can be given.

Janey1984 · 28 July 2011 at 8:04AM

I am paying by DD and they are collecting £80 a month from my account I know this will stop me getting a huge bill but it's really annoying that I don't have an up to date gas bill. I have registered on the online account but this shows I am still in my cooling off period for gas and they are awaiting my first meter reading. They have confirmed they are supplying my gas and I have given about 4 meter reading but they just can't seem to sort it. Think I will be switching as soon as possible

dogshome · 28 July 2011 at 8:27AM

Hi Janey1984 - As others have posted, if EDF haven't produced a bill after 12 months, they can only bill for the 12 months before they did manage to send a bill , but this depends on you being able to prove that you chased them for a bill. So keep firing Emails at them & keep a record of phone calls.

Meanwhile, you know your Gas meters start reading, can see what it reads now and have the tariff you signed up to,( Or can find it on EDF's website ), so it is possible for you work out a close figure for what you owe.

Look at your gas meter: If it is marked m3 it's a Metric model and delivers 11.2K chargeable Kwh for each unit the meter records. If it's marked ft3 it's the Imperial type that delivers 31.5Kwh chargeable Kwh for each meter unit.

EDF have not yet announced new and higher prices - Keep a weekly record of the gas meter reading so that if this bill really late, you can tell them what the readings were at the date the prices changed.

jalexa · 28 July 2011 at 8:41AM

Janey1984 wrote: »

...Think I will be switching as soon as possible...

If "good customer service" is defined as sending out regular accurate bills, answering the phone promptly and responding to emails within a hardly very demanding 10 working day target, then Edf customer service is currently worse than "appalling", it is currently dysfunctional in my personal experience and of many posters in this Forum.

It is so "dysfunctional" that surely it is time for "regulatory action". Unfortunately Ofgem doesn't read this board so, as usual, nothing will happen.

Regarding "switching", personally I would advocate a more calculated approach. If you can switch immediately to a more competitive tariff, as evidenced by a Consumer Focus accredited comparison, consider doing so. You may need to consider any "early cancellation fees" or on some tariffs forfeited deferred discounts. If you find your current tariff remains competitive, put yourself first.

In doing a comparison beware "guaranteed discount" and "deferred discount" tariffs if you do not know how they work. Particulary beware anything from Southern Electric bizzarely called "fixed discount" if you do not know what that means.

And finally, in general terms you only have to give a supplier one and only one chance to resolve an issue. If you are not 100% satisfied at the first time of asking with any response, or no response, raise a formal complaint strictly in accordance with the supplier's complaints procedure, in writing sent by recorded delivery. If you remain dissatisfied on "deadlock" or after 8 weeks, whichever occurs first, you are entitled to ask the Energy Ombudsman to consider the issue. That costs you nothing, the supplier (I believe) incurs a hefty case fee.

AbbieCadabra · 28 July 2011 at 8:47AM

i'm seriously starting to consider making a complaint & cancelling my switch, if it hasn't already completed, or even if it has (i have no idea where i am in the process due to the confusion with EDF!). Npower were poor but this is beyond ridiculous...

liamwilliams · 28 July 2011 at 9:09AM

Switched with EDF last month, could only enter electric readings which i did on the 7th July, sent them an e-mail dated 7th July regarding gas meter readings, finally yesterday had a reply:

[FONT=&quot]Thank you for your email dated 07.07.2011 [/FONT]

[FONT=&quot]I have looked into your account and there is currently a known issue with the gas accounts, this is preventing you from entering your meter readings. This is in the process of being resolved, and once it has you will then be able to enter the readings, however we cannot advise of a timescale for this. We apologise for the inconvenience this may cause

I looked at my account today and it stated a gas reading was taken on the 15th July, this obviously must have been done by a gas meter reading man! im also $30 in credit although no direct debits have come out yet.

[/FONT]

Edf - no gas bill

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