EDF Energy - Taking random amounts from my account

macrotech

Has anyone else had money taken from their account by direct debit by EDF in addition to their normal direct debit? This has now happened to me twice without EDF notifying me or supplying any bill or justification for the amounts they took.

The first time it took two calls to get the full amount refunded (an issue with their IT system alegedly - hey EDF, that's not my problem). The second time I just contacted my bank and asked for a refund under the terms of the direct debit guarantee. I sent EDF an e-mail about this twelve days ago but of course I have received no reply.

The online account system is a joke. All my bills have disappeared. A few weeks ago it was allegedly over £500 in credit, then it went to a few pounds in debit. The numbers on there don't make any sense. How can they get away with installing a new computer system which is just so inadequate?

Fortunately I have come to the end of my contract and I am now changing suppliers. I could add numerous other examples of EDF's appalling customer service but it's just not worth it. Much simpler to just walk away!

backfoot

https://forums.moneysavingexpert.com/discussion/3324280=

EDF tried to give the impression to the other poster that his was an isolated example.

Many of us have suffered appalling customer service and billing errors but this is a very worrying new development. Particularly so if Customers aren't as diligent as you are.

That's why I asked for EDF to make a statement but they still refuse to put up a rep on the site.:(

macrotech

It seems that EDF have a very poor reputation on this forum (and that's putting it mildly). With such frequent instances of appalling customer service and an IT system not fit for purpose, does the regulator have any power to intervene?

Or is it just up to us to switch when we can?

backfoot

macrotech wrote: »

It seems that EDF have a very poor reputation on this forum (and that's putting it mildly). With such frequent instances of appalling customer service and an IT system not fit for purpose, does the regulator have any power to intervene?

Or is it just up to us to switch when we can?

Of course we can switch but you make the very valid point.

Why isn't the Regulator doing something about it all?

I can't believe that they are so 'out of touch' that all this is news to them ! :eek:

midgetessa

try to set up a standing order (fixed amount set by you) instead. Usually has the same 'status' as a dd in terms of discounts but you can't get your pocket picked. Last 12 months spending divided by 12 as a rough amount to make the standing order for. They will resist the idea because big companies LOOOOOVE direct debits but stick to your guns.

macrotech

backfoot wrote: »

Of course we can switch but you make the very valid point.

Why isn't the Regulator doing something about it all?

I can't believe that they are so 'out of touch' that all this is news to them ! :eek:

Hmmm .. well the regulator has been letting the energy companies get away with choosing which period to use to compare price changes for far too long. It never did anything when the wholesale prices plummeted and the prices didn't drop accordingly. Does it have any teeth?

macrotech

Well, I was contacted by EDF after posting about this and they promised to look into it. After a promising initial exchange of e-mails, guess what, I have received absolutely nothing from them by e-mail or post.

I have contacted Consumer Direct, who are aware of many issues with EDF, so hopefully Ofgem will take action. Unfortunately, it seems the only action Consumer Direct can take is to pass on my complaint to EDF, which is a complete waste of time, unless they take more notice when it comes from Consumer Direct.

I am in the process of moving to another supplier, but got another great example of how poor EDF's online system is today. I received an e-mail saying there was an important online message waiting for me. I go to my messages and see there is one, but it has no title, so I can't click on anything to read it! :rotfl:

brianh

I was about to change to an EDF fixed because of cost benefits likely over period and Energyhelpline has them with good service ratings which I also regard as important. After reading this thread, I'm not so sure.
Review in progress!

gemmalouanna

brianh wrote: »

I was about to change to an EDF fixed because of cost benefits likely over period and Energyhelpline has them with good service ratings which I also regard as important. After reading this thread, I'm not so sure.
Review in progress!

I have been with them since Dec and have given up with the customer service side of things I just focus on the fact that I have got the best deal around for me in terms of prices and tariff.

Still never had an accurate bill, can't be bothered waiting just over an hour on the phone to speak to someone anymore so send an e-mail to which I get a response in about 3 weeks but still never sorting my billing issue.

My account just builds up more and more credit so hopefully I am paying enough to cover my use - suppose I will find out at some point - they keep trying to put my DD down (most recently to £1 per month) I e-mail to tell them to keep it at £40 so I don't end up in debt when I do get an accurate bill.

backfoot

gemmalouanna wrote: »

My account just builds up more and more credit so hopefully I am paying enough to cover my use - suppose I will find out at some point - they keep trying to put my DD down (most recently to £1 per month) I e-mail to tell them to keep it at £40 so I don't end up in debt when I do get an accurate bill.

I am afraid I wouldn't be able to resist the £1 per month offer. Just to illustrate to them what a shambles it has been when they came back asking for the arrears.:D

I wouldn't recommend it to others though.

macrotech

macrotech wrote: »

I am in the process of moving to another supplier, but got another great example of how poor EDF's online system is today. I received an e-mail saying there was an important online message waiting for me. I go to my messages and see there is one, but it has no title, so I can't click on anything to read it! :rotfl:

Finally got through on the phone and discovered this message was "Sorry you're leaving, hope you come back to us soon".:rotfl: