Any positive experiences switching to EDF energy??

mjmal51

Thought all had gone well for me, transferred in August. Now see that new meter readings for 5th Oct on My Account. Took advice from this forum and avoided submitting readings myself and meters have not been read by their meter reader as inside a locked garage. Mysterious, looks as though EDF have estimated but at least my DDs have not been changed.

Troff

melbury wrote: »

Yes I can open other PDF's without any problem at all and did open the one you posted.

Just cannot understand why on the EDF site when I go into my account details and click on price list I just get a blank page and also on the messages section.

Thanks anyway.

Than

My 'MyAccount' page shows a Price List that bears no relationship to the products/tariff that I am on. When I raised this with EDF they responded by saying that this was a tariff that their IT engineers used to test the software before roll out but they had yet to find a way to update it. Customer Services staff cannot access customers' 'My Account' pages (or so I have been told); therefore, they have no idea what is on your 'My Account' page.

backfoot

Troff wrote: »

My 'MyAccount' page shows a Price List that bears no relationship to the products/tariff that I am on. When I raised this with EDF they responded by saying that this was a tariff that their IT engineers used to test the software before roll out but they had yet to find a way to update it. Customer Services staff cannot access customers' 'My Account' pages (or so I have been told); therefore, they have no idea what is on your 'My Account' page.

That's a very bold accusation. Tested would be stretching it enormously.:D

Probably a Data Protection issue taken a bit too seriously:rotfl:

victor2

Well, EDF responded to my email about DD reviews only 10 calendar days after it was sent. They must be going for a record!
They said:

When you use the on demand billing option on My Account, this will automatically review your direct debit amount, and we advise that rather than using this every month, you use this every quarter. Alternatively you can add you meter readings for information only, and when we are due to send you a statement and review your direct debit payment, we will send you a reminder to submit your meter readings.

So what they had previously told me about leaving 28 days between readings was utter rubbish.
I have never consciously used the on demand billing, so presumably that is an unavoidable result of entering a reading. Presumably also, entering your readings quarterly will mean you get a DD review quarterly as well.
How you add meter readings "for information only" is a mystery to me. Maybe I haven't looked hard enough, but still can't see such an option. Maybe that feature is still undergoing testing. :rotfl:

Perhaps I'll send them an email asking how to enter information only readings. They have put my DD back to what it originally was though, even though they never actually managed to take the first DD.

backfoot

Another supplier which has completely lost the plot on Direct Debits.

Who in their right mind dreamt this up?:wall:

I've been advising new EDF customers not to put meter readings in because it generates random Direct Debits. I assumed that it was a bug in the system, but now someone at EDf has suggested its a design feature but not recommended for use.

:rotfl:

Cane

EDF do not have a clue. Switched from Eon to these muppets in august 2011 online but account never got opened. Phoned them up and was told no record of opening account, so opened again over the phone.

Account finally opened on the 19th september 2011. Opening reads never sent to Eon so Eon estimated closing reads and the difference was only 10 or so kwhs, so phoned Edf and said i wanted opening reads based on Eons closing reads, they accepted this.

Now they are disputing opening readings - even though the final bill for Eon was only £2.99, are they that desperate for money???

My DD for Eon was £71 a month and they last took money on the 17 August. So £2.99 closing bill on the 19th of september shows how little electric im using. My DD for Edf was set up at £96 a month and based on opening reads and my current reads as of 14th of October I have used £68 of electric and Edf have took 2 lots of £96 in DD's thats the grand total of £192 for less than a months electric...are they having a laugh or what?????

Customer service is poor, online service is poor getting any sense out of them is impossible. Sorry if this all comes across a bit messy but i have been on the phone to edf 5 times in 2 days....they have messes up my brain!!!!!!!!

jalexa

victor2 wrote: »

How you add meter readings "for information only" is a mystery to me.

Me too. Although I recommend others not to, in the interests of investigation I have just submitted customer reads a month after my previously submitted customer reads. Guess what, my payment has been reviewed upwards (by 17.5%) even though a healthy enough credit balance remains. Hmm... do they think I am paying last year's prices and not FP 2014 prices? Maybe they are relying on the "mickey mouse" fake tariff sheet.:rotfl:

I have submitted an email, worded to require a response to demonstrate compliance with SLC27.14. They have 10 working days.

I noticed the "immediate statement" (what Edf calls a "bill" but isn't) records my "Customer reading" as an "Actual reading" even though the "non-bill" specifically has different reading keys for "Actual" and "Customer". I hereby claim my reward for finding the reason "Customer" readings generate "Actual" reading reviews.:D

Another point, the Edf DD review online information links to meter reading information which says this...

Send us a meter reading anytime if:

We’ve sent you a reminder to enter meter readings for your gas and / or electricity meters.
You'd just like to tell us your current meter reading.

Simply click on the button below to submit your meter reading(s).

A theory to be tested next month, I have been using the MyAccount submit meter reading facility. What/if the submit meter reading workflow outside of MyAccount works differently?


Later edit: ha, ha, about an hour after I submitted my "customer" reads a meter reader turns up (without ID so he only got the outside gas reading). Will be interesting to see what sort of DD hike is generated by an "actual actual" reading which is exactly the same as the "customer actual" reading. Watch this space.

victor2

My DD adjustments have ranged from 7% to 17% (all increases of course). Maybe the percentage is based on the month, or the phase of the moon. It's certainly not based on actual usage of utilities.
I have sent EDF an email asking how to provide "information only" readings and what criteria is used for the DD review. The auto-responder said

Should your mail require a response, we will endeavour to provide this and update your account within five working days.

So only 5 working days to wait for a reply now. They're just moving ahead in leaps and bounds. Not sure I can take this rapid progress...:)

jalexa

victor2 wrote: »

So only 5 working days to wait for a reply now

Huh. Back to 10 working days this morning:( (and my last email about how to work out the energy balance split from a single account balance) has just failed the 10 working day target.

Later edit:

I wonder if the response target varies with the selected email "Category" and/or whether sent from inside or outside MyAccount. I selected "Billing" from inside MyAccount and got "10 working days".

cooking-mama

I think British gas are playing silly beggars now,EDF have confirmed they forwarded on my closing meter readings as supplied by me,but BG have decided to send me an estimated closing read,EDF also state the reason i cant access online meter readings yet is because they are still waiting on BG confirming my closing reads...what a palaver,EDF are messing up on their own without BG complicating things(by the way,I did wait a very very long time on the phone,well over 1/2 hour, but the customer advisor was very pleasant and very helpful)