EDF paperwork + cooling off period

victor2

backfoot wrote: »

When the EDF 'secret agent' contacts you, if she can't get your records straight, ask her to waive the cancellation fee when you switch. If not tell her that the Ombudsman would probably have a totally different view that they should not only be doing that but also be compensating you for their very poor service.

Sounds like a reasonable suggestion. They still aren't taking any DD from me and I started with them in May. Entering readings did eventually work, so I would guess they'll ask you to be patient while they sort their systems out - if they ever communicate with you. They haven't yet responded to my email sent on 19th July, apart from the automated response, so at least I know it is in their system, such as it is.

jalexa

speedy_gonzalez wrote: »

I'm seriously considering leaving them and going back to our old supplier. If I do, does anyone know whether I have to pay the cancellation fee of £60 seeing as it's impossible to give them a meter reading

I think its impossible to say what is the status of the transfer. All I can say is that I experienced all the same problems but my switch (using TheEnergyShop) was successful within the 4 to 6 week timeframe without having had *any* contact with Edf (because it proved impossible). The MyAccount status was always about 10 days behind (but is now showing "live" for both fuels and the meter readings are displaying my most recent entries. My DD was calculated to the pound based on the (accurate) annual consumption I submitted via TheEnergyShop and the inital payment was accurately collected on the due date.

I'm pleased with the price and the term. I'm hoping I will have no need ever to contact Edf during my period of custom.

Based on my experience I conclude the back-office processess are working OK but the new MyAccount is currently "garbage-out". The customer service I experienced was "appalling" and in no way is excused by the fact that, as it happened, the transfer worked.

To answer your question, (1) I'm not sure you have a legal "entitlement" to switch immediately cost free and (2) how do you intend contacting Edf to find out!

speedy_gonzalez

Good questions Jalexa especially no.2!
I think we've got a good deal but don't want to go through all this hassle each time I have to submit a meter reading. I'd be happy to stay but just want this muddle sorted out.

tagq2

speedy gonzalez: I got a quick confirmation of status by e-mailing my *old* biller, E.on. I was told the dates they stopped billing for each fuel (as expected) and that EDF had not yet delivered final readings. E.on also told me to wait up to 30 days for final bill, which will end up being a credit note. Also, FWIW, a 40 minute wait around 1030 on a Wednesday morning got me a very helpful chap at EDF who also e-mailed me various information on calorific value: it really is a matter of switching on speakerphone (use saynoto0870 or 0800buster if necessary) and doing something else until you hear a voice, then remembering to be friendly and that the blame for the wait lies entirely with management rather than the service rep.

I am guessing EDF drags its heels on supplying final readings to the previous biller. The "Awaiting" thing probably means that they haven't checked and submitted the readings ($1.20 says a human does a sanity check and EDF is short of humans), not that they haven't got them. I am also guessing that the customer-facing account thing doesn't take its data live from their authoritative database.

My only concern is that they try billing me for more than my selected tariff for longer than is reasonable. S2 of their Full Tarriff Rules says, "You may be placed onto Our Standard tariff until the transfer to Your requested tariff is processed and a written confirmation has been provided by Us. If You have not received such confirmation within 90 days of Your application You should contact Us." Since this term hasn't actually provided a reasonable timeframe for transfer (only an unreasonably long "time by which you may want to chat with us"), I'm going to assume that 10 working days after the transfer of the second fuel is sufficient and will ask for an appropriate refund if they bill at a higher rate beyond this. Not at that stage yet.

movingon

speedy_gonzalez wrote: »

Good questions Jalexa especially no.2!
I think we've got a good deal but don't want to go through all this hassle each time I have to submit a meter reading. I'd be happy to stay but just want this muddle sorted out.

My thoughts exactly, but am fed up already and thats before starting the battle with Scottish Power to try to get the overpayment back

backfoot

http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

These are the processes and contact points for making a complaint to EDF.

backfoot

[FONT=TimesNewRoman,Bold][FONT=TimesNewRoman,Bold]Regarding the legal position, there are a number of remedies available to a Customer, which could extract them from their contract without penalty.[/FONT]

[FONT=TimesNewRoman,Bold]One such avenue would be take the issue to the Energy Ombudsman. Supplier's need to have a fully working complaint's procedure in place. [/FONT]

[FONT=TimesNewRoman,Bold]If, as is true, customer's cannot get through to EDf to complain or even submit the 'fundamental opening meter reading',then they fall foul immediately of their obligations under the The Gas and Electricity (Consumer Complaints Handling[/FONT][FONT=TimesNewRoman,Bold]

[FONT=TimesNewRoman,Bold]Standards) Regulations 2008.
[/FONT]

Regulated providers’ complaints handling procedure

4.
[/FONT][/FONT]

—(1) A regulated provider must have in place at all times a complaints handling procedure.

(2) Each regulated provider must comply with its complaints handling procedure in relation to
each consumer complaint it receives.
(3) Each regulated provider’s complaints handling procedure must:
(a) be in plain and intelligible language;
(b) allow for consumer complaints to be made orally (by telephone or in person at the
regulated provider’s business premises) or in writing (including by email);
(c) allow for consumer complaints to be progressed through each stage of the complaints
handling process orally (by telephone or in person at the regulated provider’s business
premises) or in writing (including by email);
(d) describe the steps which the regulated provider will take with a view to investigating and
resolving a consumer complaint and the likely timescales for each of those steps;
(e) provide for an internal review of an existing consumer complaint where a complainant
indicates that they would like such a review to occur because they are dissatisfied with
the handling of that consumer complaint;
(f) inform relevant consumers of the names and contact details of the main sources of
independent help, advice and information that are available to them. For these purposes a
source of help, advice and information shall be independent if it is independent of
regulated providers, a qualified redress scheme and the Authority;
(g) describe the relevant consumer’s right to refer a consumer complaint to a qualifying
redress scheme:
(i) on and from the point at which the regulated provider notifies the relevant consumer
in writing that it is unable to resolve the consumer complaint to the relevant
consumer’s satisfaction; and
(ii) after the expiry of the specified time period; and
(h) set out the different remedies that may be available to a relevant consumer under the complaints handling procedure in respect of a consumer complaint, which remedies must
include:
(i) an apology;
(ii) an explanation;
(iii) the taking of appropriate remedial action by the regulated provider; and

(iv) the award of compensation in appropriate circumstances.

As I understand it, some of the breach by BG for the £2.5m fine related to incorrect Complaint Handling.

I realise that this situation isn't identical, but there are sufficient grounds here for EDf to be very concerned about a reference to Ofgem regarding their current failures.

I would imagine that waiving a termination fee for a dissatisfied customer would be the least of their worries compared with a wider referal on this and other matters.

Carmella

So far I've had a good experience with EDF. I received one letter and account number posted to me on 22 July (I requested a switch with moneysupermarket.com on the 20th). I've just signed up to MyAccount and despite a slightly worrying screen at one point - which made me wonder if my registration would be unsuccessful - I've just logged in very easily and it all looks good. There is one 'option' where you have to select Paper but I seem to have been successful selecting email and sms notification for other functions e.g. request for meter readings. So far so good. I'm still sticking with the fixed to MAR 2014 option rather than the lower priced SEP 12.... still worrying about choices but feel this is probably wise.....??? Hope other people's experience is as good and that my experience continues like this.....

page3

I'm confused!

Checking EDF on-line account and I see my Electric is now green, but my Gas still says 'awaiting reading'.

The readings page has meter readings for both.

My account now says £42 in credit (the amount of my monthly Electric) but no money has been taken from my bank account.

My on-line letter from EDF says DD being taken 3rd for £88 (£42 electric and £46 Gas).

Nothing has actually gone wrong with my switch (yet!!) but it does seem the on-line portal bears no relation to anything, and EDF would be better off switching it off until it is capable of reflecting your actual account!

speedy_gonzalez

Latest update. Went to the contract tracker page and it's still asking for readings for gas and electric, both of which have been submitted at least once. Go to the meter readings page and there's now just an option for a gas meter reading - no electric. Latest gas meter reading inserted. Checked the "my messages" page no further update. Go to our e-mail account and it's asking us to submit a meter reading for gas and electric and check our latest message from them.
Slowly beating head against wall!