Edf direct debits!

mrtobs

Anyone else had similar experiences? We've just signed up with EDF and are already regretting it!!
We were reluctant to go on direct debit as we've had bad experiences in the past (with another company) - putting up the amount without giving us a choice etc. But I was assured several times that the amount would be set by us, and it would only be changed with consultation with us.
First bill has gone through & guess what? They've increased the amount of the direct debit without contacting us first or consulting us in any way! Seems like they'll say what they like to get you in and then do whatever they like. Its not the amount so much, its the fact that they didn't ask us/consult us & also how much they'll do this in future - they seem to think they can just take out whatever they want from my bank account!!
Any ideas what the best course of action would be?

victor2

They increased mine very slightly a month after I'd started with them. They did that by producing a bill saying how much the new amount would be and that it would start from the next month. So, it's not so much consultation as a statement of their intentions. However, I suppose you could phone them (if you've got the time to hang about waiting for an answer!) and negotiate a different increase, or none at all. I suspect it's all done automatically by their system - they certainly have no usage history for me as I'm new to them.
You could email them, but in my experience they won't respond - I emailed them on 19/7, got the automated acknowledgement saying they would respond within 10 working days and that was it. Never got a reply. Phoned them in the end, was only on hold for 13 minutes, and they sorted out the problem (I hope!). They couldn't explain why the email had not been answered, but did acknowledge it was on my account and had been accessed twice on the day I submitted it. At least they had a record of it.

jalexa

mrtobs wrote: »

... We've just signed up with EDF and are already regretting it!!


First bill has gone through & guess what? They've increased the amount of the direct debit without contacting us first or consulting us in any way! Seems like they'll say what they like to get you in and then do whatever they like. Its not the amount so much, its the fact that they didn't ask us/consult us & also how much they'll do this in future - they seem to think they can just take out whatever they want from my bank account!!
Any ideas what the best course of action would be?

How long from "just signing up" to the first bill? That's astonishing there has been a bill so soon. I would have expected between 3 & 6 months. Did they ask for, or did you provide, a meter reading?

Are you saying the bill gives "direct debit" notification that the next payment collected will be different? Or they changed the amount collected with no notice?

Sorry, a lot of questions, answers to which are needed for a meaningful reply, but I know exactly how you feel about not being in the loop. BTW, AFAIAA all suppliers are the same, though some may be easier to contact, which perhaps is *the* fundamental problem with Edf currently.

mrtobs

jalexa wrote: »

How long from "just signing up" to the first bill? That's astonishing there has been a bill so soon. I would have expected between 3 & 6 months. Did they ask for, or did you provide, a meter reading?

Are you saying the bill gives "direct debit" notification that the next payment collected will be different? Or they changed the amount collected with no notice?

Sorry, a lot of questions, answers to which are needed for a meaningful reply, but I know exactly how you feel about not being in the loop. BTW, AFAIAA all suppliers are the same, though some may be easier to contact, which perhaps is *the* fundamental problem with Edf currently.

Hi there,
We've only just gone over to them and the first DD has gone out. They changed the amount with no notice. I had to give meter readings when the accounts transferred from SSE. Tried ringing but didn't have enough time to hang on for more than 10 mins. Have emailed but not too hopeful that I'll get any sort of a helpful response that way!

rogcal

I wanted to avoid this happening when I signed up with EDF for their fixed rate tariff and went for the no DD option.

It meant I lost the discount for paying by DD but the peace of mind knowing that I only pay for what I actually use is well worth it.

The only gripe I have with EDF is the amount of time it takes them to calculate my bill each month after I've provided a meter reading.

When I was with OVO, the bill would be available immediately after I'd submitted the meter reading on line which allowed me to pay it straight away.

With EDF I have to wait many days before the bill appears on my online account which although not a problem in itself, surprises me when you consider a small company like OVO can produce a bill immediately a giant like EDF cannot.

Getting back to the original problem experienced by mrtobs, if you've not signed up with a fixed rate tariff and are not liable for a penalty if switching tariff with EDF, why not consider changing to their "Cash/ Cheque Whole Amount (Monthly)" payment method.

You'll loose the DD discount but not having your DD payments increased to ridiculous amounts is well worth it and as I said,you only pay for what you use.

Even if you've signed up to a fixed rate tariff, it might be worth contacting EDF to see if you can change payment method without facing a penalty charge!

p.s. As for hanging on for 20 minutes or more while you wait to get connected to customer services, I put my handset on speaker-phone mode and get on with my work and when they finally answer I stop what I'm doing and talk to them.

jalexa

mrtobs wrote: »

...We've only just gone over to them and the first DD has gone out. They changed the amount with no notice. I had to give meter readings when the accounts transferred from SSE.

OK. I can only answer as you describe it but a organisation must give written or email confirmation of the direct debit details and advance notice of any change of amount or payment date.

Regarding the meter readings there are two other ways to provide that, online using your account number and postcode, or using MyAccount if you have registered.

If you haven't registered it may explain (though not excuse) why you haven't received your Direct Debit notice (in my case the notice is contained in a message accessible only via MyAccount, having had an email informing me I had a message to read).

Anyway how big a change in payment? Could it be explained by only collecting for one fuel?

Something doesn't ad up and I wonder if this is mainly a misunderstanding.

terry2

I've had a similar problem with EDF and DD. I've just moved to EDF and the DD was initially set based on the gas and electricity usage of the last (cold) year. They took over the supply in mid july and at the end of july I suppied a new meter reading (at their request). The bill that generated is OK, but they also said that based on my (two weeks) usage they were going to increase the DD for the gas component by a third! (do they know something about next winter that we don't?) .
Their web site says that they review the DD every 6 months, so I was expecting a review next january, but not after a fortnight.
Naturally I have tried to phone them (and like almost everyone else I have failed to get through). So I have tried the 'e-mail' form on their web page, I got an acknowlegement, but so far no reply. I will let you know what if anything happens.

jalexa

terry2 wrote: »

I've had a similar problem with EDF and DD. The bill that generated is OK, but they also said that based on my (two weeks) usage they were going to increase the DD for the gas component by a third! (do they know something about next winter that we don't?) .
Their web site says that they review the DD every 6 months, so I was expecting a review next january, but not after a fortnight.

Study my post below, and the Edf website Direct Debit page (again).

https://forums.moneysavingexpert.com/discussion/comment/45923827#Comment_45923827


I cannot say whether their calculation is right (or wrong) though calculating the first few weeks while payments are being established cannot be an accurate guide to future account balance.

The "level payment" objective is clear. Hold them to account on *their* figure for "projected annual consumption" and the detailed calculation. If necessary using the complaints procedure and ultimately the prospect of Energy Ombudsman referral.

crazyguy

Jalexa, is spot on they must notify you in written format before taking an extra amount from your account if they failed to do so they are in fact breaking the terms of the Direct Debit rules as stated in the Direct Debit User Guide

terry2

update wrt my earlier message. I've now had a e-mail back from EDF and they are putting me back to the original DD amount.

So the e-mail route does work for getting in contact.

mrtobs

Thanks to everyone for replying so far - I'll maybe see if I get any sort of an email response - as it worked for terry2 (maybe they've got there act together a bit more??). To answer some of your questions - they've taken out the first amount but sent me a 'bill' saying Sept will be more. As we're effectively paying a month in advance, I can't see how they can justify it - we've only just paid off the final bill with our previous suppliers a couple of days ago! Oddly though, our Gas bill was a lot LESS, but not heard anything from them about that (its the electric they raised)! I was also told when first enquiring (& I do know as I kept the notes!) that even though I was on a fixed tariff, we could change over to bills at any time. Think we might well be going down that line!
thanks again!