EDF Online Saver 7 - Switching Timescale and Set Up.

backfoot

Snowcat,

I debated long and hard with EDF about this.

They started from the point of view that they have terms and conditions which say that this is exactly what will happen. After I said that their position was both unfair and untenable and that I would be taking the matter through to the Regulatory bodies,they made significant voluntary concessions.

That still left the situation that the customer had to do the running and I asked several times if there was anyway they could intervene.For example,by running an IT extract or by identifying all such affected customers.

I don't know how much effort was put into this request,but they said it wasn't possible.:o I am still concerned that some customers may not spot the standard billing.

I can only advise you to sort out your own situation but if you feel strongly, as I did,you may want to write and complain formally to EDF about this and very poor customer service that all this has involved.

If you don't get a satisfactory response, you can further escalate this, as is your right to Consumer Focus and the Energy Ombudsman.

It's one of those things,where the impact individually is relatively small but the annoyance factor is large and it depends on how strongly you are prepared to chase it as matters of principle.

snowcat53

Many thanks for the reply Backfoot.
I shall indeed sort out my own position which for me amounts to £21, but this is a systematic error, not an indivdual error or mistake, from which they are making probably a lot of money in small amounts from many customers - the less dliligent, but also the elderly and vulnerable - who do not spot this or chase them. I would love to take them on , depends if i have time. If so will keep you posted.

snowcat53

Just to update - edf stated it was 'part of their legal script' that people would be set up on the standard tariff initially, but the lass agreed to rebill for me calculating the full bill on the online save tariff. (She said this was also in the contract docs since i never had a 'script' read to me as switch was done online, but can't see it ). What I couldn't get clear was why they dont routinely backdate the billing to the switch date when everything is confirmed.
She said 'well for most people it's only a few weeks and isnt much difference' (!) and also that they dont get many calls about this.
I will now make a written complaint on the online system - can anyone point out exactly where this legal bit is in their contract*? I'd like to study it.

* PS Now found it in leaflet 'Cheaper bills and competitive prices until Dec 2011', page 10, Full tariff rules para 2 . "If you are a new customer you may be placed on our standard tariff until the transfer to your requested tariff is processed and a written confirmation has been provided by us."
As they sent me written confirmation a week before the supply started and the billing period began they have no excuse do they?

snowcat53

I have put in a written complaint about their policy. Asked for
.... a clear statement from you that for new customers who transfer to online saver7 1) you will automatically backdate all records and bills to the rate signed up to, when your registration process is completed, and 2) you will now automatically correct the bills of all those who have been affected to date including those who have not contacted you.

Let's be hopeful!

backfoot

snowcat53 wrote: »

I have put in a written complaint about their policy. Asked for
.... a clear statement from you that for new customers who transfer to online saver7 1) you will automatically backdate all records and bills to the rate signed up to, when your registration process is completed, and 2) you will now automatically correct the bills of all those who have been affected to date including those who have not contacted you.

Let's be hopeful!

Nice one. Let us know the response.:T

snowcat53

A reply from edf
"Thank you for your e-mail dated 8 April 2011.
Thank you for highlighting your concerns about the service that we offer regarding the online saver version 7 tariff. I have logged your complaint and forwarded this to the relevant departments. Your complaint number is ######.
Unfortunately we can make any statement about other customers accounts as this would break the data protection laws.
Please feel free to contact us if you need any further help.
Kind regards
Paul Gale
EDF Energy."

I think he means "we can not make any statement..."

backfoot

snowcat53 wrote: »

A reply from edf
Unfortunately we can make any statement about other customers accounts as this would break the data protection laws.
Kind regards
Paul Gale
EDF Energy.

I obviously don't know exactly how you have constructed your complaint. I assume you have made a specific complaint regarding your circumstances and used the evidence from here to make a general link that the problem/s are systemic rather than isolated to yourself.

I believe that is perfectly valid.

It is not appropriate for EDf to give a blanket reply under the pretence of the Data Protection Act.

I have come across this in other arena and it doesn't hold water.In fact,if they sustain this defence rather than addressing the issue properly,then I suggest you immediately request a deadlock situation and escalate the matter to the Energy Ombudsman and copy in Ofgem and Consumer Focus.

It makes my blood boil when valid complaints are shunned by some !!!!!! quoting legislation which has no credence or validity to the question at hand.

Nationwide did this to me on one occasion and suffered significant penalties for so doing.

I know EDF are watching this situation and this Forum and suggest that someone gets hold of your complaint and gives it the proper attention it deserves.

TwittersPVFC

I had my first gas bill last week and to be fair to them I was only billed on standard tariff for 4 days as agreed on the phone and the rest on the Saver tariff. I'm currently £6 in credit, despite it being over winter, although this was only after I rang up with a lower meter reading than they'd estimated. Had someone come and read the meters last night which I think never happened in my two years of British Gas.

Took me a while to get the switch sorted and still no online account, but otherwise so far so good (touch wood)!

backfoot

TwittersPVFC wrote: »

I had my first gas bill last week and to be fair to them I was only billed on standard tariff for 4 days as agreed on the phone and the rest on the Saver tariff.

4 or 90 days,it doesn't make it right!

They advertise the price, you accept the offer and then they charge you something totally different. :eek:

Then, the onus is on you to spot it !

Yep, that is very fair to them .;)

Armengar

I dont agree personally. They offer an online at dual fuel after your supplies are switched over.

My experience was in the other thread. Much the same but a phone call resolved it quite quickly. http://forums.moneysavingexpert.com/showpost.php?p=42743386&postcount=108

Had the confirmation letter this morning.