EDF arrears problem

markharding557

KimYeovil wrote: »

Pay yer bills.

Another !!!! hole comment from an !!!! hole:mad:

DoingItAlone_2

Hi,

I thought I'd come back with my results as I found some of the feedback on this forum quite helpful, thanks.

Well... I spent the weekend doing some research and I also paid for an online solicitor to give me some advice. It cost me £11.

My argument with EDF was that I had been speaking to EDF and was told there was no problem on my account, as stated above, I then had EDF turn up at my house with a warrant of entry. When I then spoke to EDF again they said it was my fault that I had been speaking to the wrong department and unless I paid all money now they said they could enter my house morning noon or night. I refused to budge as I didn't have the money and felt completely cheated with the fact I had returned every call EDF made to me for the last 3 months and when I asked what department I was speaking to I was assured it was EDF Newcastle Call Center and that they would get someone from billing to call me. Which never came to fruition.

So... after some research I found I needed to submit a form N245 to the courts which in essence asked that the warrant be suspnded. I was then to ask for the matter to be re-heard with me present. I wasn't saying I didn't owe money, just that I couldn't pay it all in one go. Wehad never recieved the so called hand delivered letter and I had been phoning EDF and therefore felt pushed into a corner. I also found you need to speak to the Customer Liaisons department.

All sounds well and good but still encountered some problems:

1 - When I took the N245 to the court that had issued the warrant they seemed to have no idea what the form was and said I need to send that to EDF.

2 - There is a procecedure for speaking to Customer Liaisons and by simply requesting it over the phone I was being resent back to the manager dealing with my account, so in a no win situation.

Eventually after much pleading I was told if I wanted to raise a complaint and speak to the Customer Liaisons I had to put it in writing, to the manager who was dealing with the account. So...

I said I would fax a letter across right now. We typed two letters, one which said I was filing an N245 suspension of warrant claim with the court and a second that said I wished to raise a complaint and speak with Customer Liaisons.

Within, no word of a lie, ten minutes of those faxes arriving at EDF, I was offered exactly what I had asked for 2 days ago... I could make a part payment, and have to make a payment next month and the rest the month after that. They completely back tracked!

I had a long sleep last night (I was beat!) and woke up this morning and decided that I had been pretty much bullied over the phone for the last two days, humilated to some degree. I therefore made a call to Off Gem and they pointed me to Consumer Direct. I told Consumer Direct my story and they too said I had seemingly been treated incorrectly by EDF and they urged me to raise a complaint so that EDF would essentialy investigate he case, listen to some calls and should be in touch with me shortly with an appology.

Consumer Direct also said that in me doing this it will bode well on my account, whereas if I don't stand up for myself and anything happens in the future with EDF they would see nothing on my account about me following the proper procedure. They said the fact it would say I went to Consumer Direct will protect me to some degree in the future.

So there you have it.

My advice.... I'm digressing a bit here but...

I worked for some tie alongside a lawyer and he was stuck in one of these disputes with a phone company and he posted a blog about "How to complain" and his answer was "Don't bother"... I always felt that was a bit defeatist. To complain, put it in writing in the first instance. It's an old adage but it works.

Finally... Just had a call while typing this, EDF appologising after my complaint with Consumer Direct. They have now just said the pre-payment meter couldn;t have been installed without it being re-sited (which is not hat the manager told me yesterday, who was clearly lieing)... and if I struggle to make next months payments then give thjem a call and they will be able to split it up over a three month period for me.

A total turn around...

But still.... I shouldn't be all win win win...

My final final advice is phone them before stuff like this happens. And if you feel you are not getting fair treatment fax in a complaint straight away and ask to speak to a different department.

Looking back, if I had did that from the start, what took two full days on the phone and a weekend of research to resolve, could probably have been sorted in an hour flat if I had followed the correct procedure.

Thanks

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Consumer Direct Phone Number - 08454 04 05 06

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My letter I typed.. cut and paste if you need it:

Ref: Customer Liaisons
EDF Acount Number: 1234567890

Sent by FAX and Recorded Delivery hard copy on 00/00/0000

FAO: Customer Liaisons Dept. via (Managers name)

To The Customer Liaisons Department,

I wish to raise a complaint about (put your complaint in here)

I have been informed by a solicitor (only say solicitor if it is true, I had spoken to a solictor) to request I speak to the Customer Liaisons Deaprtment directly and raise a formal complaint.

Please telephone me in the first instance on 12345 1234567

Regards

DoingItAlone_2

Oh yes.... Even with a warrant they can only enter your house between the hours of 8am and 4pm.

The manager clearly told me "morning noon or night we can break into your house" - Shocking!!!

prettyvacant77

My advice.... I'm digressing a bit here but...

Better advice?

• Take regular meter readings and submit them (or at least record them)
• Make sure you are being billed regularly and accurately.
• Speak to Customer Services at your chosen supplier over any discrepancies immediately.

Waiting on your supplier to call you usually only results in calls from their collections department...

undaunted

If you don't want the pre payment meter, can pay a significant part of the balance immediately etc you could try asking Consumer Focus whether they can help / negotiate with the supplier on your behalf.

If you are claiming benefits Fuel Direct may perhaps offer an alternative which is more acceptable to you & is also acceptable to the supplier (ie deduction from your benefits paid direct to them by DWP) Good luck.

http://www.consumerfocus.org.uk/