EDF getting me into arrears

kmckie

I switched to EDF a few months ago and since the last company I was with, trapped me into being unable to switch suppliers, by getting me into a few hundred pounds worth of arrears and vowing to myself I wouldn't fall for the same thing twice, I have sent EDF meter readings each month since joining.

Warning bells started to ring, when I noticed an email from them saying there was problems with these meter readings. Checking my bank statement I noticed they have only been taking £34 a month for gas and ,electric, way way out for a family of four.

Initially all I wanted was to increase the payments but I can not get a reply from them!

Anyway over the last two weeks, I have tried ringing them with no one answering, I have emailed their customer Correspondence,
customer services and director of customer services with not a single reply or acknowledgment. I even tried emailing 2 individuals I had email addresses for who had emailed me when they were setting up my account. (Like all companies quick to set you up and start taking your money not so quick when you have a problem) I have sent them a phone number for them to ring me (fat chance)

They offer terrible customer service. I would simply cancel my direct debit and swith supplier but they will not tell me if I will incur charges if I do.

Anyone have any suggestions. The ombudsman does not get involved for 8 weeks, following complaining to a company, by which time I will have significant arrears once more, to pay off to a poor service providing company.

echoecho_2

Hi kmckie,

It may be worth sending a letter recorded delivery registering an official complaint. Tbh, i would have expected an email to the Director's office to have sorted things out sharpish.

You probably are doing this already but in the mean time, either keep some extra money to the side or make a payment using their automated phone service if they have one.

Sorry I couldn't be any more help

EDIT: May also be worth giving Consumer Direct a ring as I expect they have a liason team at EDF who they may be able to contact. Not sure if they do this though or whether they just give general advice.

davidgmmafan

As a backup you could make additional payments manually until such time as they manag e a response. Sounds like a poor show, they were always really good when I was with them... maybe things have changed

dogshome

Hi kmckie - EDF are not as bad as some of the others, I'm with them myself, but under demand of D/D values is a serious problem and thier lack of response is even worse.

When you Switched you would have had to put your Annual Gas & Elec consumption figures into the Switch sites, so take those same figures and apply them to your present EDF tariff to see what the Annual costs are, and what your D/Debits should be and tuck the difference between what they are, and what EDF are taking, into a Savings Account

Now if you want to poke EDF with a sharp stick, WRITE to them enclosing a cheque for underpayments so far - They hate this because it all has to be recorded manually - and keep on doing it with every bill until they get the meassage

janninew

I had the same problem with EDF and a low direct debit, they set my gas at 8.00 per month!! I had no trouble calling them and upping it to a more reasonable level. Just keeping ringing and remember to put the money aside every month to cover your useage. Yes EDF should sort your direct debit out and deal with your complaints, but you have to take some responsibility to cover your useage as you are fully aware that your current amount will not cover your actual useage.

backfoot

No excuse for EDF's lacklustre approach. :mad:

However, you can easily self manage this issue, having identified it so early.:T

I think a lot of Customer's are set up with EDF on low DD's. I certainly am, but if they don't want my money yet ,I am happy keep it until they do.

mattcanary

Hmm, may EDF be setting payments too low (combined with under-estimating usage, perhaps) in order to profit from the time when they increase prices? Or am I being too cynical here?!!

t0rt0ise

I think EDF have had a computer glitch. The DDs set for some haven't just been on the low side but tiny, silly amounts. They will always adjust it if you give them a call. Mine was set okay but I have since raised it as I hadn't realised how cold this house is at the time.

davidgmmafan

mattcanary wrote: »

Hmm, may EDF be setting payments too low (combined with under-estimating usage, perhaps) in order to profit from the time when they increase prices? Or am I being too cynical here?!!

People say this quite often about various suppleirs. Their is a certain logic however I would've thought the con (bigger chance of debt not being paid) outweighs the pro (people can't switch because they owe a balance).

backfoot

mattcanary wrote: »

Hmm, may EDF be setting payments too low (combined with under-estimating usage, perhaps) in order to profit from the time when they increase prices? Or am I being too cynical here?!!

Setting payments too low has no effect upon their profitability whatsoever. That is a simple cash flow issue. Indeed they would lose out on interest earned, by you holding onto their cash.:)

They don't deliberately under estimate usage either. they ain't clever enough to do that. :rotfl:

davidgmmafan

What if the debt which has built up is not paid?