edf-engineer failed to turn up

elaine373

We recently moved into a new home. Edf were meant to be sending an engineer today,15th,between 8am to 1pm to change a prepayment meter to a credit meter.This appointment was made two weeks ago and was the earliest they could do it.my husband was in all day and no-one came, I rang this afternoon to be told that their appointment dept computer states someone came but couldnt gain access. My husband is furious and i am stressed because we are at the moment putting in around £40-£50 per week, to cover gas and pay the previous tenants debt. my husband is adamant that he listened out carefully and got our 19 year old son up when he needed the loo etc.I now have another appointment for next week.I want to complain but dont know the right procedure.Does anyone know what that might be? Also, surely they would have left a note saying they had visited?? my husband is convinced the engineer appointed is lying.Any advice gratefully received.

Premier_2

Contact EDF - they should have provided you with a new keycard which would reset the meter so that you are not paying off someone else's debt for them

factoryworker

'rang this afternoon to be told that their appointment dept computer states someone came but couldnt gain access'

I doubt they would have been updated that quickly; go to EDF's website for Customer Service Standards and look to the Service Failure Compensation payments for a failed appointment; your more pressing issue is paying for soeone else'd debt; you need to register a complaint on grounds of failed serive, por service and overcharging; give the company mter read now; make sure you take meter reads straightaway now, and in exactly a week, so you can prove your usage against your payments to facilitate repayment; some energy companies can recalibrate the debt remotely (means taking card to shop putting £1 on about 2 hours after calling)

elaine373

factoryworker wrote: »

'rang this afternoon to be told that their appointment dept computer states someone came but couldnt gain access'

I doubt they would have been updated that quickly; go to EDF's website for Customer Service Standards and look to the Service Failure Compensation payments for a failed appointment; your more pressing issue is paying for soeone else'd debt; you need to register a complaint on grounds of failed serive, por service and overcharging; give the company mter read now; make sure you take meter reads straightaway now, and in exactly a week, so you can prove your usage against your payments to facilitate repayment; some energy companies can recalibrate the debt remotely (means taking card to shop putting £1 on about 2 hours after calling)

I rang them the first few days after moving in this house, because i noticed immediately that there was alot being taken off for a debt.They seemed to know what they owed me, so that put me in a false state of confidence with them. I will follow both replies advice. Many thanks.
edited to say..........I received a letter a few days ago reminding me that an engineer was coming out and to make sure i was in, so as not to be charged for a wasted visit!!! I fully expect them to try and charge me but i certainly wont be paying that.

spiro

If he came and your were not in I would have thought that he left a card asking you to call. Could just be he was running late so missed a job to catch up, just like the postmen with parcels.

C_Mababejive

Were EDF using their own men or was it another meter operator? either way,a card should be left.

elaine373

C_Mababejive wrote: »

Were EDF using their own men or was it another meter operator? either way,a card should be left.

When i rang EDF they said something about transco. I am now putting in a tenner a day.This is ridiculous! The meter is taking half of what we are putting on the card and then taking what emergency credit we are putting in.I have rang again and told them its fraudulent to charge us for what we dont owe.All they said was sorry, you will get a refund but theres nothing we can do until the meter is changed.I will be sat on the doorstep waiting come next tuesday.
edited to say that the tenner that i put on had run out in the eveningI rang them again to say i had no gas and a tenner a day not lasting is a joke.Any ideas anyone?

C_Mababejive

EDF misinformed you. Transco no longer exisit and havent done for quite a few years.

It may be that your meter is owned by National grid Metering who are an approved MAM (Meter asset manager).

Maybe you need to go here and speak to them?
http://www.nationalgrid.com/uk/metering/

They might know about your job.

Either way,any caller should leave a "no access" card with details etc.