eDF Billing

KimYeovil

It is entirely standard practice that when a revised, non-estimated bill is requested then the new bill is calculated from a later date. EVERY supplier does this.

backfoot

tesco9 wrote: »

My online account was up and running within a reasonable time.

I did however get failed meter reading submissions for my gas (but not my electricity) for 4 successive weeks. Each time I emailed with the reading and asked them to update my account, which they did do.

Now all works fine (I read and submit readings weekly to be sure of correct bills). Only problem has been site maintenance a couple of weekends.

Surely daily at the same time would be better.:D

Oblivion

Faber wrote: »

we're with EDF and know that all active accounts are in the process of being put into a new system which allows online account management 24 hour. We should be getting letters with our new account numbers in.

I got my letter with the new 12 digit account number on it back in March 2011. As advised I set up a fresh new My Account facility and I am able to log in to that.

However, I have not received the expected email asking for meter readings that should have arrived around 10th May and not surprisingly I have not received a quarterly bill which was due 12th May either. Furthermore, My Account says there are no outstanding accounts, which is true, but it also says there are no previous accounts to view, so it would seem that they have not been able to link the history of billing with the new account database. This does not bode well!

I shall attempt to phone them tomorrow, but I suspect I'll be wasting my time.

p.s. I managed to find the login details for my previous My Account and tried logging in using the link for those still awaiting a 12 digit number. It sort of logged me in but a message came up saying there are no account records associated with this login, or words to that effect. I appear to be the forgotten man :rotfl: perhaps I'll get free electricity for life.

markdavey

Oblivion wrote: »

I got my letter with the new 12 digit account number on it back in March 2011. As advised I set up a fresh new My Account facility and I am able to log in to that.

However, I have not received the expected email asking for meter readings that should have arrived around 10th May and not surprisingly I have not received a quarterly bill which was due 12th May either. Furthermore, My Account says there are no outstanding accounts, which is true, but it also says there are no previous accounts to view, so it would seem that they have not been able to link the history of billing with the new account database. This does not bode well!

I shall attempt to phone them tomorrow, but I suspect I'll be wasting my time.

p.s. I managed to find the login details for my previous My Account and tried logging in using the link for those still awaiting a 12 digit number. It sort of logged me in but a message came up saying there are no account records associated with this login, or words to that effect. I appear to be the forgotten man :rotfl: perhaps I'll get free electricity for life.

Yeah, no history is taken over to the new system. Been on the new on-line account system for 2 billing cycles now but that is all I can see. Pretty poor upgrade planning IMO.

janninew

I joined EDF in Nov 2009 and was set up with an online account right away. A few months back I tried to log in with my details and a message popped up saying I could no longer log in using this information and that I would be sent a new password etc. I e-mailed them and received a reply back the same day saying I could still log in with my old information for the time being. I tried to log in again and was able to! I can still submit readings, and read my bills online.

I must say whenever I've rung EDF I always get through straight away, I normally call on my lunch break. I called last week to ask about my tariff coming to end, got through to a pleasant lady who was very helpful and e-mailed me 2 new tariffs for me to look at, I received this e-mail when I was still on the phone to her!

I've always had a very positive experience with EDF, I must be very lucky!!

backfoot

I suggested to EDF many months ago that they might consider putting up a bona fide Representative on this Forum.

The people involved indicated it was a good idea and that they would put it to their Management. It looks like it has fallen on deaf ears.

Just simple communication about progress towards implementation of the online system, dealing with a few customer queries generically or specifically would have deflected much of the poor press.

As a result, instead of winning a few friends, we are left with the distinct impression that EDF are much like the others.They don't really care and aren't good at what they are supposed to do.

A painful promotional campaign for OS7 and beyond, incorrect billing, a botched implementation of their new systems and a void of information other than that gleaned by a few individuals reporting here.

Very disappointing !

snowcat53

I have been struggling to follow EdF's utterly incomprehensible bill format (or statement strictly). Having got an inaccurate estimated one they sent a revised one after i submitted actual readings.

However instead of what I expected - just amending it from the last actual reading date on the last bill - they went back months further to another estimated reading, subtracting gas charges that were not in the original (apportioning usage between 2 periods), with 'cancelled VAT charges', 'cancelled VAT refund', 'cancelled DD discount', then adding all these on for the correct new reading. They also state payments 'zero', presumably because they were stated on the last inaccurate bill!

Frankly this is bizarre and looks designed to be obscure.
A clearly laid out statement is not rocket science.

backfoot

Snowcat,

I absolutely agree.

I rang up about much as the same as you.

Although labelled a bill, it is more of a statement and is not clear cut at first reading.

Payments shown, don't match the billing period. The date of the statement was some two weeks after the billing period and was received a further week later.

The bill contains confusing entries like VAT refund. So confusing,the Customer Services Assistant didn't know what is was for. They finally agreed for the 'billing team' to ring me back to explain, but you guessed it they didn't.( I have worked it now myself, but it's a totally unnecessary entry which could be netted off).

There was also a small goodwill payment without any explanation. When I asked what is was for, she muttered that it was for a billing problem and that very few people queried it and just accepted it !:eek:

I politely suggested that it may be wrong and that someone should improve the training process.:o

EDF: testing the patience of even the saints.:D

Vic_Wintergreen

backfoot wrote: »

Why don't you pay by monthly direct debit? It would seem a convenient solution to averaging payments out over the year and you would also get a small discount.

Other than not deal with the 'slightly snotty assistant' :rotfl:, what did you want them to do?

I don't pay much by direct debit because I work in cash paid businesses and because I have had poor service from previous direct debit paid utilities. I don't expect to be patronised by customer service personnel and questioned on my life style. All I wanted them to do was explain the sudden rise in the bill and the lack of bills in the first place.

Vic_Wintergreen

KimYeovil wrote: »

It is entirely standard practice that when a revised, non-estimated bill is requested then the new bill is calculated from a later date. EVERY supplier does this.

But never before with my eDF bills, and not explained by customer service, which is all I asked for