EDF Online Saver 7 - Switching Timescale and Set Up.

mogchops

Came across this thread the other day, which prompted me to check all my bills/info from EDF following my switch to online saver 7 on 30 November last year. Lo and behold, I had been charged on the standard tariff, until further letters arrived dated 26 March advising that I was now on the online saver 7.

I phoned today, explained the above, lady advised me that they had recently become aware that people who switched a few months ago had been incorrectly placed on the standard tariff. These accounts had now been amended to the correct tariff, and credits applied to the accounts which would be shown on the next bill.

So looks like they are finally sorting it out! Thank you Backfoot for your perseverance!

Bigwigg

Just to update, spoke to someone at EDF today, they admitted I have been billed on the standard tariff and said that I can't be back dated and can only put on the online saver tariff from today. They will however work out the difference (which was £75) and put that as a credit on my bill. I said I wasn't particularly happy with this as how would I know their calculation was correct - but was told I will see how it has been calculated on my next bill. Whether I will be able to work out if it is correct or not remains to be seen. She said there has been an IT fault and lots of customers have been billed incorrectly on the standard tariff but they are now 'trying to contact people to correct it' - yeah right! Surely they could just send us all a letter? Wouldn't be too hard surely?

Will update when/if I get a new bill :mad:

gowgowuk

On my Bill, it's just labelled "Miscellaneous Credit". Talk about a detailed explanation!

cbrpaul

well i finally have my electric account added to my online account ,

Im a little concerend , as it states "STANDARD" next to gas and just "S" next to electric ,

Yet in my account details it states both are online saver 7 , i have had no letters stating my bills are rising , so im hoping i am not being charged at the standard rate ?

I ahve the £100 bonus credited and have received the £80 quidco ,

I have received no bills , no comms , nothing from EDF since i applied back in early December 2010 !! :o

stulaunch

Thanks to MSE Forums i noticed last week that i had been put on Standard tariff instead of Online Saver V7.

Originally moved in Dec 2010 and recieved Quidco £80 and £100 into account.

Rang last week and told i would be backdated, they even gave me the corrected account situation.

Today recieved letter about this. But was a bit confused about the wording, it states;

"Thank you for signing up to EDF Energy online saver V7. We're pleased to confirm your account has been successfully registered. On completing this action we've identified that there was a delay in transferring your Gas/Electricity account and as a result, the discounted rate has not been applied. This has now been rectified any any discount owing, based on an average consumption for the period from when your supply started to the date of this letter, will be rebated to your account automatically"

Questions i have are,

What do they mean by "based on an average consumption"? does that mean guess? because when i phoned they said they had worked it out there and then.

Also it states that the Online saver V7 is a fixed term tariff, with an early termination fee if i left before 31st Dec 2011. i dont recall seeing that, is that right?

Also has everybody else like me not been able to register for online account. I get to regisiter but then it says were making changes to our online accounts to make it better for you, and will write when i will be able to log in. Its been like that for months.

My conclusion is they've duped people into signing up with cashback offers, put them on standard tariff on purpose, then blocking all opportunity to check. How many have got away with?

backfoot

stulaunch wrote: »

My conclusion is they've duped people into signing up with cashback offers, put them on standard tariff on purpose, then blocking all opportunity to check. How many have got away with?

As documented,EDF had a system weakness which meant that Online Saver customer's had to go through a two stage process.The first stage was to put them onto a standard tariff for a short period of time.

I objected strongly to this and got EDF to concede that they would correct the situation. I got them also to concede that other customers would be similarly treated.

The good news is that they now seem to writing to affected customers to correct the situation. Prior to this it rquired customer's to query it.

I can't see now,how that is duping anyone? Indeed it is probably the best situation customers have seen since signing up. The new online system will be rolled out with a completion date around August.

Many customer's like myself have never had online access.

backfoot

Regarding using average consumption, I suspect they are trying to take a quick and pragamatic view to correct the situation.

If you don't like that approach ,I would be ringing them and getting a precise calculation done.

gemmalouanna

stulaunch wrote: »

Questions i have are,

Also it states that the Online saver V7 is a fixed term tariff, with an early termination fee if i left before 31st Dec 2011. i dont recall seeing that

?

The T&C's say there is £30 early termination fee for changing elec and £30 for gas if done before 31st Dec 2011

bertie200

I have again today asked EDF what is happening with my account, i too switched Dec/Jan for both gas and electricity, all went through fine, apart from the system glitch which has not completed at their end on the gas, so I still have not had a gas bill as it is still awaiting completion ( was completed in Jan).

I have rang them 8 times now, and nobody can help, up to now all my gas payments have been credited to my electric.

I keep giving them the opening gas reading and current ones, but they can't do anything with them!

They assured me it would all be sorted by April, but it hasn't and they don't seem to know how to sort it.

I want to put a letter together but don't want to simply address it too "Customer Services Manager" does anyone have a name of someone at EDF that I can write too?

many thanks

spy

I've only just seen this thread but I have been having problems with edf ever since signing up for onlinesaver7 in November and would welcome any advice.

I applied for online7 on 17 November 2010 (through quidco and the £100 welcome bonus offer). I received the contract on 19 November and everything seemed fine.

On 29 December I received a welcome letter for my gas account saying that the supply start date was 24 December and asking me to phone with a meter reading. When I phoned I explained I had applied to switch both gas and electricity. They said the electricity hadn't transferred yet but took my meter reading anyway.

On 8 March I received my first bill only including gas and then on 17 March I received a letter saying during a recent review they identified I was receiving a dual fule discount for my gas account but that they couldn't find an electicity account in my name. The letter said that If I didn't' contact them within 21 days of the letter to discuss then they would remove the dual fuel discount. I phoned them (on either March 19 or 26 - can't remember which and don't have a record) and they said the electricity account didn't seem to have transferred over but they would have to get someone in the registrations team to call me back on the following Tuesday. I didn't receive a call so phoned again the following Saturday (either 26 March or 2 April) and they said that they didn't know why I hadn't been called back but that they would write to the registrations team (apparently due to some system change they couldn't talk to them directly) and that they would call me back. Again I didn't receive a call back.

I phoned today (using the 0800 051 1342 number on the letter about removing the dual fuel discount) and the person said that he couldn't see why the electricity account hadn't transferred over but it could be to do with edf moving to a new system. He said that to reduce call waiting times they had been told not to transfer people to the registrations department but that I should call them directly as the previous two times I had not been called back. He looked up my contract on the system and confirmed that I ad applied for dual fuel on onlinesave7 and with the £100 bonus (I have only so far received £25 bonus on my gas bill).

So I phoned the registrations department (0800 015 1739) who confirmed that I had applied for both but it had been delayed due to the move of computer systems and they couldn't give me an estimated start date for the electricity. I asked about the duel fuel discount and she said it had now been removed (even though it was their fault that the electricity hasn't transferred) but that she would reinstate it. She said I could phone the welcome team (again apparently she was not allowed to transfer me) and they may be able to help more but warned they may not be able to give me a start date.

So next I phoned the welcome team (0800 056 7777) and after more than 30 minutes on hold (in addition to similar wait times from the first two calls) ended up taking to the same person again as the previous call. At this point I was very annoyed but she said all she could do was put in a request for them to call me back (I don't hold out much hope) and register an official complaint. While on the phone I thought I would ask her to check my tariff as I couldn't see it on my gas bill. She said that I had been on the standard tariff but had now been swithced to onlinesaver7. She went on to say that this was in the t&c's and that I would have been read a statement (or it would have been on the internet application) that you start off on the standard tariff before being swithced. At the time I hadn't studied the bill so accepted this.

So now I have looked at my bill and can see for the whole of the first billing period (24 December to 8 March) I have been charged the standard rate. My calcultations show this has cost me £20.61 more (on a £166 bill) than if I had been charged the onlinesaver7 tariff. Additionally I have still been paying the higher rate with e-on on my electricity (I think I would have saved around £8 if this had switched at the same time as the gas), and not received the £75 welcome bonus for the electricity.

I think I will now write to edf to complain as I am getting nowhere on the phone as it is ridiculous that the electricity hasn't switched 5 months after I applied. I will also ask for a refund on the gas bill as they have been charging me at the standard rate. It doesnn't seem fair that their terms allow them to charge a higher rate until they have been provided written confirmation that I had transferred to the onlinesaver7 tariff (which incidently I have still not received). This must be an unfair rule as they could deliberately never write to you to confirm the transfer and carry on charging you a higher rate than you signed up to forever.

I would welcome any suggestions on who I should write to?

Can anyone also confirm whether the onlinesaver7 tariff did increase on 2 March or not as I can't find anything to say what the new rates should be?

Thanks.