Any positive experiences switching to EDF energy??

jalexa

victor2 wrote: »

For example, following last year's seasonal trends and looking at this year's usage, my current unadjusted DD will be more than enough to cover the cost at the fixed tariff I am currently on. EDF don't have anywhere near the history I have...

Indeed, though the inability to make meaningful contact is a problem. One other issue I realise (thanks to another poster who reports having 2 account numbers) is that those of us who have a single account number and a single payment (but which nominally has a gas and an electric component) cannot tell from MyAccount what is the account balance applicable to each fuel. Since the heating fuel will display significant seasonal variation that will be a "problem" in a few months.

You say that "my current unadjusted DD will be more than enough to cover the cost at the fixed tariff I am currently on". Do you mean that after 12 months that should be the case or that will be the case at the "annual review" date, probably April?

In my case, given a "typical" winter, my payments should balance after 12 months but will not balance by the date I have been informed is my "annual review" date (April). If you are in a similar category (correct annual payment but a "late" start), do you intend to accept a "temporary increase" to make the account balance at Edf's choice of date? If not how do you intend to challenge the calculation. I predict a difficult fight which might have to go to Complaint and Energy Ombudsman referral.

When I asked a similar question of Eon in another thread, the (at least helpful) response was that in the identical circumstances Eon would increase the payment.

Regarding how the individual fuel balance can be identified I have asked that by email and of course it has not yet been responded to:).

victor2

jalexa wrote: »

You say that "my current unadjusted DD will be more than enough to cover the cost at the fixed tariff I am currently on". Do you mean that after 12 months that should be the case or that will be the case at the "annual review" date, probably April?

In my case, given a "typical" winter, my payments should balance after 12 months but will not balance by the date I have been informed is my "annual review" date (April). If you are in a similar category (correct annual payment but a "late" start), do you intend to accept a "temporary increase" to make the account balance at Edf's choice of date? If not how do you intend to challenge the calculation. I predict a difficult fight which might have to go to Complaint and Energy Ombudsman referral.

I just took what my 12 months cost would be if my usage follows the same trend as last year to the end of December and divided it by 12 to get a monthly amount. Haven't figured out when it would hit zero, but April is probably a point at which it will, or will be slightly in credit. I started with EDF in May and was in credit with my previous supplier at that point.
Don't know when EDF will say my annual review date is, but it's pretty pointless as they seem to be reviewing the amount every time I give them a reading. Incidentally, every statement I've had saying my DD is being adjusted has also shown the gas/electric breakdown, and there's been a few!

jalexa

victor2 wrote: »

Incidentally, every statement I've had saying my DD is being adjusted has also shown the gas/electric breakdown,!

Mine show the fuel components of the single payment but not the individual fuel account balances, which is what I want to see.

victor2

OK. Calculated what my balances will be if I repeat my 2011 usage from now through to Sep 2012 and pay the DD amount I originally setup, rather then EDF's magically calculated ones....
I will be £29 in debt in May 2012, £21 in credit by June and £172 in credit by September, when the Fixed S@ver v2 I'm on ends.

Should get a life really, but it's more ammunition to fire at EDF when I have to chase them to leave my DD alone.:D

figgyroo

I finally received a response from EDF, not that it was very helpful. Here is a copy of my email and their response:-

Thank you for your email.


Please accept my personal apologies for any inconvenience that this late reply may have caused. We are currently upgrading our systems to enhance our customer service; as a result we have seen higher than usual volumes within our business and this is inevitably impacting our ability to respond promptly. I regret that your impression of EDF Energy is not good at present and would like to assure you that this is not typical of the level of service we strive to provide. You have my assurance that your comments have been noted in our records. I have registered your views on our company complaints database.

Further to your enquiry regarding your gas account.

I have looked into your account and there is currently a known issue with the gas accounts, this is preventing you from entering your meter readings. This is in the process of being resolved, and once it has you will then be able to enter the readings, however we cannot advise of a timescale for this. We apologise for the inconvenience this may cause.

Your opening meter reading for the electricity:

Electricity meter reading dated 11 July 2011 was 18,943.

If you have any further queries please do not hesitate to contact us either via our e-mail address [EMAIL="customerenquiries@edfenergy.com"]customerenquiries@edfenergy.com[/EMAIL] or using the ‘contact us’ icon in My Account.

Please do not reply to this e-mail as it has been sent from an unmanned mailbox

We look forward to hearing from you.

Kind regards,

Daniel Lucey
Customer Services Advisor
EDF Energy


I initiated a switch to you from EON for gas and electricity in June. The gas contract is still saying awaiting opening read, despite me having provided this to you months ago. I have called twice to query this, only to be told it is 'stuck in the system'. Currently you are not taking a DD from me for gas, so I dread to think how much my bill will be when you finally decide to 'push it through the system'! I find over 3 months to transfer a gas contract wholly unacceptable and I am sincerely regretting deciding to move to EDF. Please could you tell me what opening meter reading you have used / will be using for my gas and electricity so that I can check this against my final bill I received from EON months ago? Could you also tell me when you expect to have my gas account up and running properly? I have emailed you this query and I cannot face another lengthy wait for your customer services staff to answer my telephone call!

victor2

So, they apologised, but didn't answer your question!
They replied to an email I sent them on Sept 2 on October 4 but didn't answer the question, just said their records showed I had phoned them since and if it didn't answer my query not to hesitate to contact them again!
Their "system" is useless. Don't think I'll stay beyond the end of my current contract with them somehow.

figgyroo

I actually had no idea a company of their size could be run so badly and have such poor systems in this day and age! If I'd known they were this bad I certainly wouldn't have switched to them. I had no problems with Eon all the years I was with them, they just weren't offering competitive deals when my fixed product ended. Ah well, I'm stuck with them till 2014 now!

figgyroo

harrowing. wrote: »

you can ditch that deal from 2013 without penalty - feel any better?

Haha, marginally!

backfoot

In my view, you are entitled to ask to leave them without penalty given the standard of service presented.

If you can get a better deal, I would leave and claim back any charges as a breach of contract and Licence Conditions. They are clearly failing to operate your account as envisaged and have not remedied the situation.

melbury

The gas reading I submitted has now disappeared, it was there for a few days but now it has gone:mad:

Does that mean they cannot give the reading to my previous supplier? It seems that when they fill in the meter reference number it knocks out the meter reading that I had put in.

Is it worth another 20+ mins of hanging on the phone to say it has gone? I just want to be sure that my previous supplier gets the right figure.

I am also stuck with them until 2014, hopefully things can only get better and the savings will outweigh the stress and frustration;)