Energy Direct Debits: Get money back & your payments lowered Discussion
edited 10 June 2010 at 5:36PM in Energy
326 replies 55.6K views
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What are you using for heating? 2190KWh is extremely low.
I was transferred to them last year when my supplier went bust. They wanted to put up my DD to £250/mo but I said no £150 is more like it.
After a year they sent me a refund of nearly £400 then told me they were INCREASING my DD to £274!
I have tried contacting them by whatsapp and email the email is still unanswered since 14/10
I am hard of hearing so phoning them is not an option.
I have emailed and texted them to say I want to complain but thought I would try here as well.
It's incredibly frustrating getting through to energy companies at the minute, I can't imagine how difficult it must be if you're also hearing impared.
Do you have a friend or family member who can help with a phone call and take over once you've given them verbal permission to the advisor you're speaking too?
There is also the Priority Services Register to consider https://www.ofgem.gov.uk/get-help-your-supplier-priority-services-register
Have a look and see if you qualify, your supplier should then be more helpful.
If the above is just not possible, then you could write another email and also send a written letter. Notify them that you are going to register a complaint with the energy ombudsmen if they do not reply by the 14th November which will be 30 days after your original request.
As a last resort you could write to them also and advise you are cancelling your Direct Debit because you feel the amount is too much and your account is in credit. Make sure you continue to make card payments through their website for the £150. It might not come to this though, normally their customer handling teams will see your DD has been cancelled and will call you within a week to get you to reinstate it. Then at that point they should agree to the amount you want to pay and freeze it for a few months.
I've had this palava with OVO a few months ago, although dealt with them by phone. I just came out of a DD freeze and am £250 in credit and they tried to up my payments again.
This time however I didn't need to cancel my DD to get them to keep my monthly payments at £150, they agreed over the phone to keep it at that affordable amount and freeze it again for 3 months.
I believe we are already on the priority register.
I looked at the ombudsmen but it has to be over 2 months before they will act.
I thought about deleting the DD and that will be my next move before Dec and they try to take £274.
I have already tried switching but it seems to be extra difficult at the mo as well. Two weeks since I applied and it is still pending.
If you've started a switch and you're in credit then consider cancelling your DD to stop them taking all that money.
Make sure you keep on top of your payments by doing online payments and then hopefully your new company may treat you better.
But tbh it's tough out there and they're pretty much the same at the minute.
A quick Google brought this info up from the EDF information FAQ page's...
I want a refund of my account credit
If you pay by Direct Debit
You'll get a refund automatically if you've got £150 or more of credit at the end of your billing year. If you have less than £150 credit in your account, we'll put it towards your future energy costs.
Don't want to wait for an automatic refund or don't pay by Direct Debit?
Maybe that will get an answer from them.
Still waiting for So to move me thats been with them since the 10/10
I finally got through to someone who could deal with it and they asked me to submit a meter reading and they would refund the credit, cancel the DD and I could start paying for what I use each month (we are partially moved out and doing the property up so energy use is minimal as no heating required). I submitted a meter reading the next day and waited.
Three weeks on and nothing.
I phone up today and they ask for... another meter reading in order to resolve the issue!
So frustrating. I've given up on EDF - never again!