EDF paperwork + cooling off period

page3

Just checked my on-line account to see some more welcome letters have appeared, dated in the past. One of them gives my switch date of 18 July.

Still neither of my meter readings have been registered.

Used the phone number given to give my readings on the phone, and I now see instantly that my electricity reading is on the site - but for today's date, not the date I entered on-line last week. The Gas reading is still missing and I get a 'site maintenance error' when trying to enter it.

Hmmm. Don't hold up much hope being able to speak to someone. Scottish Power called last night trying to get me to come back to them.... if EDF don't answer I think I might just do that...

How hard can it be...

victor2

brewerdave wrote: »

Since I entered the gas reading last Thursday (14th) everything seems to have stopped ie my gas account tracker seems frozen, the meter readings page shows the gas reading, but obviously in some sort of intermediate status; The only new thing ,AFAIA, is that the account balance is showing a credit of £69 - but still nothing showing at my bank!

At least you have credit! Mine is a debit of £35. Sent them an email yesterday asking why my online account does not show any direct debit details and no money has been taken. Only concern is that they are showing the direct debit discount, so I don't want to have to argue about that just because they screwed up setting up the account.
Got the automated reply saying they will get back to me within 10 working days, so will have to wait and see.

page3

To answer my own post - spoke to EDF customer service (< 10 mins on hold) and they told me they do have both Gas and Electric readings - three times, for different dates so have taken the duplicates off and I just need to wait while it sorts itself out. The on-line system doesn't reflect your account status on their own internal system.

Had the same when switching to Scottish Power to be honest. You just need to be patient as it all takes an age.

brewerdave

Latest update - looked at my account this am. - Account tracker still says "waiting for gas meter read"...and the gas meter reading that I thought had been accepted last Thursday 14th,switch over day,(and has been showing on the appropriate page ever since) -HAS VANISHED!!!There is not even the facility to enter a gas reading now!
They have now applied to take a DD from my bank @ the rate for electricity only.
page3 - did EDF C/Services actually tell you that the online system doesn't agree with their internal system? If so, what a humungous fiasco!!!!!!!

page3

brewerdave wrote: »

page3 - did EDF C/Services actually tell you that the online system doesn't agree with their internal system? If so, what a humungous fiasco!!!!!!!

Yes :eek:

Bourne out by the on-line account saying it had 1 electric reading and no gas reading, and their internal system saying they had three readings for both!

page3

Hmm. Scottish Power (who I'm switching from) seem no better! Three emails today asking me to log in to my account as 'there is an important message'. When I try to log in I get 'account not active'. There is a link to an 'account closure login' which asks for customer number and post code. On entering that I get 'Thank you. You have been successfulyl logged out'!!

Kendal

I tried to enter my gas meter read online and found I could only submit the form if I also entered an electric read so I just repeated the electric read which I had submitted last week. This generated an error saying we already have this read. Does anyone know how I can enter my gas read ?

Just got through to them on the phone and apparently the gas read I entered was submitted sucessfully and the error was for the duplicate electric read so I think everything is ok except the gas read is not showing online yet !

macman

Enter a higher electric read-it probably won't accept an apparent same reading as a figure submitted a week ago.

page3

Anyone any further on their switch?

My on-line account still says 'awaiting meter reading' for both Gas and Electric, although they confirmed they had both when I rang last week.

jalexa

page3 wrote: »

Anyone any further on their switch?

My on-line account still says 'awaiting meter reading' for both Gas and Electric, although they confirmed they had both when I rang last week.

My switch seems to have proceeded successfully, including direct debit setup and first collection within the 4 to 6 weeks timeframe, but you wouldn't know it from the MyAccount workflow, which was always about 7 days behind and variously won't accept readings for one or other energy and/or stops displaying the last entered reading.

I haven't had to speak on the phone, having abandoned several lengthy holds. My first email is now beyond the 10 working days answer period without a response, and 2 more will be soon.

Worst energy customer service I have ever experienced - but FP 2014 is a competitive deal - and the switch seems to have been successful.

So perhaps that is OK and you just need a little more patience.