EDF Online Saver 7 - Switching Timescale and Set Up.

cbrpaul

p1nkk1tten wrote: »

Thats what I was told last week before I spoke to old supplier this morning... and found out gas hasnt moved after all...

this is great isnt it !! :rotfl:


stalling tatics from EDF i ask ? , to get you as close to March as possible ( prices may rocket up after the winter price freeze)


I beleive that if both supplies are not trasnfered within 8 week of application you can ask to be cancelled !!

I got 2 weeks to go

gowgowuk

backfoot wrote: »

Who told you that moaning would get a change?


Just spoken to a Customer Services Supervisor, and if I understood her correctly, until they confirm registration to you in writing which can be some time after your date of switch, you are billed on the standard tariff ! There's reference in Condition 2, of the full tariff rules, that if you haven't heard from them after 90 days regarding this Registration, to contact them !!

I have never come across this one before. You sign up to a switch to a selected tariff and they can put you on a different higher one until they get round to letting you know it has all worked properly.:eek:


Can of worms ?

I can feel another referral to their Legal Department coming on.

Hello,
Well, I received my first electricity bill yesterday in the post (since I still have no online access), and sure enough, I've been billed at the standard tariff for 25 days before the switch to Online Saver version v7! Have to say I am quite angry with this (on top of the fact I pay for an ONLINE access which I don't have). I'll call them at some point and will let you know what they say. Can someone direct me to where in their T&C it says they will charge full price until both account are set up? Thanks.

EDIT: sorry I found it in the leaflet: "you will not be able to benefit from any discounts connected with the online saver version 7 tariff on any account unless and until such written confirmation has been provided by us" and " If you are a new customer, you may be placed onto out standard tariff until the transfer to your requested tariff is processed and a written confirmation has been provided by us".

As far as I'm understand, this does not say that you need both accounts transfer processed to benefit from the discount? And as far as I'm aware, I received a confirmation letter for both accounts well before the start of the supply (??)

macman

I have an 8 day gap between switching the electricity and gas supplies-and the wait for the former has been just over 8 weeks. I will now have just over 4 weeks on Online Saver v7 before the price is inevitably hiked on 1/3. So having to pay standard tariff rate for electricity during those 8 days really is the last straw.
I have never encountered this 'split switch' factor with any other supplier, why does it seem to get reported with switching to EDF and not with other suppliers?

backfoot

backfoot wrote: »

Regarding the billing issue on the Standard Tariff, I have the following information from EDF's Legal Department:

EDF are migrating their billing systems currently to a new platform. This migration is due for completion around March 2011.In the meantime, they have to use the old billing system, which has a constraint regarding immediately setting up the new online tariffs The interim process involves the account being set up on the Standard Tariff.

Unfortunately,this does mean that there may be a short period of time where billing is made on this Standard Tariff.

EDF accept that this is not a fair position for Customers and that they will now give REFUNDS for such amounts. Unfortunately, this does require a Customer to alert them to the problem.

I have pointed out that some Customer's have been treated differently and I am told that the Legal Team will issue further guidance to the Call Centres and Billing Teams to ensure consistency of approach going forward.

When the new system comes on board this problem should no longer occur.

I hope this is helpful for any customer's affected by this. It is not a completely satisfactory position, because it relies on customer raising the matter. However,at this stage,it is better than nothing.

I set this thread up, partly because of this 'standard tariff' billing issue. EDF's response to me is included above. Unfortunately,it has been lost in the volume of other complaints.

Hope this helps, gowgowuk.

gowgowuk

Yes, it's very useful!
Thanks, backfoot!

macman

So we would have to claim a rebate once the first bill has been raised? That's going to be fun...
But does this still apply where there is a split date between gas and electricity migration-won't EDF just blame this on the slowness of the gas supplier in inititating the switch? Which is my case is fairly nonsensical, since it is a dual fuel to dual fuel switch (SP to EDF)?

backfoot

macman wrote: »

So we would have to claim a rebate once the first bill has been raised? That's going to be fun...
But does this still apply where there is a split date between gas and electricity migration-won't EDF just blame this on the slowness of the gas supplier in inititating the switch? Which is my case is fairly nonsensical, since it is a dual fuel to dual fuel switch (SP to EDF)?

You should get a refund in those circumstances.

gowgowuk

I just called them (14 minutes call, not too bad), and although they were not aware of the EDF legal department position, and it took a little bit of pressurizing, they finally accepted to refund me the difference.

cbrpaul

So to be clear about the refund for being billed at the standard rate ,

Do we wait until we get a first bill then call to get the rebate,

or

Call now and get it sorted asap ?


Looks like i have been placed on the "standard" gas tarrif

backfoot

I am going to wait until the bill has been received. That way you can check you get the correct refund.