MSE News: Escape energy lock-ins as prices soar

John_Pierpoint

John_Pierpoint wrote: »

I've switched away from EDF to National Power(fixed).

These things are never problem free, I notice about £200 taken from my bank account but I could no longer view the invoice on line - my on-line access had been revoked; then a few days later I got a letter telling me to check the invoice.

So I had to telephone [Thanks heaven for the EDF 0800 telephone number]

It seems there is a second later invoice already in the system and I was offered a photocopy of both - A letter with photocopies of the two invoices arrived a day or two later. The second of the two invoiceas agrees with my meter readings.

Since then I have had 6 more envelopes; that is three reprints of each of the two cyber space invoices marked in black "certified copy".

What does EDF think it is playing at?

..........and today I have received two more "certified copy invoices".

Someone at EDF needs to be "certified" I think.

bendaw

I moved to EDF in December 2010 on their Online S@ver V7 tariff and they then increased prices by about 20% six months later. I complained and requested confirmation that I had a window to cancel my contract without penalty. They said that early termination of my 12 month contract would definitely incur a penalty.

I notified them by email of my right to cancel without penalty charges as confirmed by Ofgem and then received two emails from EDF advising that early termination of my Online S@ver V7 dual fuel contract would be a breach of contract and will incur a £60 penalty.

Can anyone please advise me of the true legal position on this?

Consumerist

bendaw wrote: »

Can anyone please advise me of the true legal position on this?

The legal position, as I understand it, is not crystal clear.

Ofgem have advised the energy companies of its interpretation of the licence conditions in a letter of the 16 August 2011. In this letter, Ofgem have implied that they will modify the wording of the licence conditions if the energy companies disagree.

I suggest you send a copy of the Ofgem letter to EDF and if they still insist on charging you to switch then you should make a formal (written) complaint to EDF which you can later refer to the Energy Ombudsman if they refuse to comply.

bendaw

Thanks for that - I'll let you know how I get on

jalexa

bendaw wrote: »

I moved to EDF in December 2010 on their Online S@ver V7 tariff and they then increased prices by about 20% six months later. I complained and requested confirmation that I had a window to cancel my contract without penalty

I think that was their practice at the time, however it has since varied and there has since been Ofgem "clarification".

However there is a second required step that you don't mention you have taken (apologies if I have missed it), following the "rejection" you need to take prompt action to switch. Then the gaining supplier needs to notify the losing supplier within 15 working days (not as demanding as it seems).

If you didn't do that (because of what Edf told you:D) that is a subtly different issue. Either way I suggest you take a punt at a formal complaint with the threat of Energy Ombudsman referral (on the "misinformation").

Of course by your inaction you have likely missed the boat on tariffs. Not sure you would have a claim there.

Leon_W

Please be aware that despite British Gas saying that no cancellation fee will be applied to switchers on variable tariffs it is the case that final bills are coming out with cancellation fees on.

This happened to my dual fuel ( £60 ) despite conversations on the phone and an email confirming they wouldn't charge. Therefore I had to make yet another lenghy phone call to sort out something that I had mistakenly believed had been sorted.

I appear not to be alone according to other posts and threads on here, so I am led to think that they are billing first and waiting for complaints. There excuse was " computer error", which is absolute nonsense.

All these energy companies are as bad as one another and someone really needs to come down hard on this blatant decieving and thieving.

Consumerist

Leon_W wrote: »

. . . and someone really needs to come down hard on this blatant decieving and thieving.

More complaints to the Energy Ombudsman are likely to spur more action.

backfoot

EDF never had a policy of charging Cancellation Fees on OS7 following the price rise.

You have simply fallen foul of a dimwit.

Get them to refer the matter to Kerry Butler in CS.

Leon_W

The problem is consumerist that these complaints will not reach the ombudsman therefore they are unaware of the constant tricks these companies pull to extort money.

I've complained and had my money refunded. Fair enough. In the eyes of the ombudsman British Gas would have done a wonderful job !

All the others that don't notice the charges on their bill aren't going to complain as they are unaware of them in the first place.

Whilst I'm ranting I think all this paperless billing is ruse so that you don't check your bill. It is my experience that if it comes through the post you might give it a cursory glance. When they mail you to say "your bill is ready" you have to log in, remember your password, shout three hail marys, and try and navigate 3 or 4 more pages to actually find your bill in the first place ! If your bill is ready then why not just attach it as a pdf ? Oh, is it because you might actually read it and they'll be found out yet again with their hands in your till ?

Consumerist

Leon_W wrote: »

The problem is consumerist that these complaints will not reach the ombudsman therefore they are unaware of the constant tricks these companies pull to extort money.I've complained and had my money refunded. Fair enough. In the eyes of the ombudsman British Gas would have done a wonderful job ! All the others that don't notice the charges on their bill aren't going to complain as they are unaware of them in the first place.

Point taken. In these circumstances I would suggest a complaint to Consumer Focus because you have effectively been made to "claim" a refund of charges which were wrongly made. We are our own worst enemies because we don't kick up a fuss when we should. I accept, however, that a significant proportion of us just don't know how.

. . . paperless billing is ruse so that you don't check your bill. . .

Again, I agree. I am currently with Ovo who send my monthly bill/statement as a pdf attachment and I see no reason why other energy suppliers can't do exactly the same.

The question is: will you raise a general complaint with Consumer Focus to highlight the genuine issues you have raised?