EDF - Electicity Bill Back billing for 5 years!

simmo1999

EDF Energy have just informed me that they originally incorrectly set-up my account 5 years ago and have been charging the night rate and day rate the wrong way round since day 1.

This is despite them taking meter readings directly over that period and despite me calling them to give telephone meter readings (giving the correct info in terms of the night rate reading and the day rate reading).

So they've just told me they need to make a correction and reclaim the underpayment.

Anyone been through this before? I've heard of the Back billing code of conduct, but EDF are telling me it doesn't apply because they've been billing me (even though its their fault - which they have freely aknowledged).

Could do with some help, many thanks for responses.

Iain

Premier_2

Hi simmo1999, and welcome to MSE :hello:

The meter is in your property, not the suppliers.

Have you ever advised the supplier of the error in their billing? If so, (you imply you did via phone) do you have evidence to prove you advised them and when? Get a recording of the phone call if necessary - it may cost you £10.

dogshome

Hi simmo1999 - I'm afraid that the Back Billing Agreement won't apply as EDF have been issueing bills.

However it's odd this has gone on for 5 years as usually the Higher Meter Read is taken as the Night Rate, and the lower the Day Rate, and suppliers without reference to the customer have changed the designation just on that criteria, which has caused big problems for customers who's life style doesn't fit this pattern.

What the cost of all this is will depend on your lifestyle - I don't suppose you have saved 5 years bills, EDF must supply copies of those you don't have, but start on those you've got and work thro' them swapping over the Day/Night rates to see just what it does to the totals.

If the bottom line is bad news, pressure EDF with the fact that when you reported your meter readings you quoted them the right way round, and in view of this you should have the same amount of time to pay off any debt, as the amount of time the debt built up - 5 years!

Terrylw1

They are also responsible quire heavily here.

When your meter is installed, the Supplier is told which way round to bill these registers. So, they failed there.

Everytime the meter reader went out, he/she would supply a new reading which either a) would be transposed to his handheld so the Data Collector company should have taken this firward and notified the Supplier (they both have an obligation to be providing accurate settlement data into the market) or b) the Supplier would get reads transposed which they have have purposely transposed.

Complain about it and see what you can get things reduced to.

Suppliers have a habit of backing down easily over issues past the last 12 months. The same issue occurs in a timeswitch fault and tend not to pursue when the customer has been disadvantaged.

5 years is totally unacceptable given they have had data in that time. They will also be settling their bill on your point incorrectly which they are supposed to have adequate safeguards against.

Despite the billing code, some Suppliers don't want the complaints/brand damage and tend no to pursue over 12 months when they have been at error in capturing errors like this. If you have one of those companies you will have a good chance at a reduction.

P.S. some meters have to be naturally transposed by the readers, there is always a chance that your meter is one of these and whoever at EDF has not checked that properly.

simmo1999

Im not sure I undestand your point re the meter being in my property? EDF have sent their own people to my house on a number of occasions and they have taken meter readings directly form the meter.

I wasnt aware of the error, hence my surprise at the massive bill. Each time I've phoned them to give a meter reading I've given it exactly as it says on the meter with the correct day and night reading numbers. The issue is thay for 5 years, they have somehow had them the wrong way round on their system.

simmo1999

dogshome wrote: »

Hi simmo1999 - I'm afraid that the Back Billing Agreement won't apply as EDF have been issueing bills.

However it's odd this has gone on for 5 years as usually the Higher Meter Read is taken as the Night Rate, and the lower the Day Rate, and suppliers without reference to the customer have changed the designation just on that criteria, which has caused big problems for customers who's life style doesn't fit this pattern.

What the cost of all this is will depend on your lifestyle - I don't suppose you have saved 5 years bills, EDF must supply copies of those you don't have, but start on those you've got and work thro' them swapping over the Day/Night rates to see just what it does to the totals.

If the bottom line is bad news, pressure EDF with the fact that when you reported your meter readings you quoted them the right way round, and in view of this you should have the same amount of time to pay off any debt, as the amount of time the debt built up - 5 years!

Dogshome - Thats one of the points Im confused about. Whether they have been issuing bills or not is only one of the tests according to the code of practice. The code also states that the supplier shouldn't seek to recover anything beyond 12 months underpayments if they:

"e) failed to set up or maintain accurate meter and metering data, or
f) failed to use valid readings provided by the Customer or data collectors, or"

Surely point e) in the code theyve signed up to applies here? And you could also argue the same regarding point f) as theyve been provided with the readings by both myself and their own staff/contractors.....

Terrylw1

simmo1999 wrote: »

Im not sure I undestand your point re the meter being in my property? EDF have sent their own people to my house on a number of occasions and they have taken meter readings directly form the meter.

I wasnt aware of the error, hence my surprise at the massive bill. Each time I've phoned them to give a meter reading I've given it exactly as it says on the meter with the correct day and night reading numbers. The issue is thay for 5 years, they have somehow had them the wrong way round on their system.

I think the issue Premier was pointing out is that it's in your property and drives your bill, so it's in your interests to watch them. Basically, don't trust these companies because if you are sure it's fine, it shouldn't usually go wrong.

If you have been giving the reads the right way, then they may have entered them incorrectly to get them to "fit". This is totally wrong because they should scrutinse this and stop it getting this far.

These are all issues to point out. They have failed in 5 years to advise you, and would have had all sorts of reads telling them it's wrong.

If the meter readers were taking them wrong, they wouldn't match the readings you give them.

Does it have a sticker on saying which way the reads should be taken? Maybe a yellow one? This is a cheap way for these Meter Operating companies to avoid changing them to correct which way round things should go...so they sticker them.

They have an obligation to get reads by 14 months for their own settlement charges and every 2 years as part of the Must Be Read safety issue. This is part of their licence condition.

If they have been getting data and not scrutising it, thats their fault as well. Not everyone knows about metering equipment and many different types get transposed correctly because of how the meters have been set up (like the yellow sticker affair).

Backbilling over 5 years on a domestic site is very inappropriate. They should write off anything over 12 months to be fair as it's their fault as well.

Terrylw1

simmo1999 wrote: »

Dogshome - Thats one of the points Im confused about. Whether they have been issuing bills or not is only one of the tests according to the code of practice. The code also states that the supplier shouldn't seek to recover anything beyond 12 months underpayments if they:

"e) failed to set up or maintain accurate meter and metering data, or
f) failed to use valid readings provided by the Customer or data collectors, or"

Surely point e) in the code theyve signed up to applies here? And you could also argue the same regarding point f) as theyve been provided with the readings by both myself and their own staff/contractors.....

Thats correct.

f) not relevant since this would apply to them not using valid reads, thus estimating lower and putting you in debt.

With point e) it's totally relevant because when the meter is fit or when you change Supplier, they get sent these meter details which tell them which way round to read the registers.

Sounds to me like they are trying to see if you will pay up without checking further. An old trick in a poorly regulated industry!