EDF - Confusion with tariffs?

janninew

Hi,

I'm an EDF customer have been with them for nearly 2 years. I was on the Online Saver Version 6 tariff which came to an end in June. I called EDF at the end of May and decided to switch to the Fixed Saver Version 2 tariff for both fuels. All sorted and I received a letter confirming the switch. I also upped my direct debits at the same time to cover the price increase.

Yesterday I received my bills for gas and electricity. The gas bill is fine and shows the new tariff name. The elctricity bill on the other hand says:
'As per your online saver version 6 tariff closure letter, sent in May 2011, you have been moved onto our standard tariff prices with effect from 1st July 2011.'
The standard tariff is named on the bill as being my tariff.

I called them thinking it was a mistake and they would sort it out. The lady said that there was no record of me calling (even though the gas was sorted out on the same phone call and I received a letter!) She also said that I could no longer transfer my electricity account to this tariff as it has been withdrawn? I am really cross now and I'm not sure where to go from here?

I had the impression that she didn't really know what she was talking about and after checking it appears that the fixed saver version 2 tariff is still available?

jalexa

janninew wrote: »

I'm an EDF customer have been with them for nearly 2 years. I was on the Online Saver Version 6 tariff which came to an end in June. I called EDF at the end of May and decided to switch to the Fixed Saver Version 2 tariff for both fuels. All sorted and I received a letter confirming the switch.

What *exactly* did the confirmation letter say?

No matter, there is no need to accept *anything* a supplier says unless it is contained in the final (or "deadlock") letter to a complaint, at which point you are then entitled to ask the Energy Ombudsman to consider the issue. That would cost *you* nothing.

Raise a formal complaint in writing (or email) setting out your side of the story and your expectation in resolution. I recommend you do not discuss the issue by phone (if contacted) but insist on a written (or email) response.

I do not know the explanation for what has happened, but you are entitled to your opinion of an adviser whose competence as described only extends to the "say no" part of the training manual, always assuming a "customer service" training manual actually contains such a section.

janninew

I was just digging them out, I received 2 letters (one for gas, one for electricity) and they both say thanks for signing up to EDF's fixed saver version 2 tariff. We are pleased to confirm your account has been successfully registered. The account numbers are correct on the letters, so it does seem to be an error at their end. Will try calling tomorrow and see if I can get it sorted out. I'll also e-mail to cover myself, I always keep a date of when I call, so I know exactly what date I called to switch tariffs.

jalexa

janninew wrote: »

I was just digging them out, I received 2 letters (one for gas, one for electricity) and they both say thanks for signing up to EDF's fixed saver version 2 tariff.

My tactical advice is to raise a complaint (in writing or by email) but (for the moment) don't mention you have "found" the second letter, or "setting a trap" as I call it.

Why should you have to spend *your* time on the phone for a telephone conclusion you have no easy record of? The complaints procedure is there for your benefit (and to record poor customer service). Use it, and demand "compo" as part of an upheld complaint acceptance.

janninew

jalexa wrote: »

My tactical advice is to raise a complaint (in writing or by email) but (for the moment) don't mention you have "found" the second letter, or "setting a trap" as I call it.

Why should you have to spend *your* time on the phone for a telephone conclusion you have no easy record of? The complaints procedure is there for your benefit (and to record poor customer service). Use it, and demand "compo" as part of an upheld complaint acceptance.

I must admit I'm not looking forward to being kept waiting on the phone, they answered after 25 minutes yesterday, but I've heard stories on here of people waiting for hours! :eek:
Maybe the e-mail is the best way forward, but I've heard they don't respond to those either!

adamhodg

There is an online chat on their website which i have used twice now and its been answered with 5 minutes.

janninew

adamhodg wrote: »

There is an online chat on their website which i have used twice now and its been answered with 5 minutes.

Thanks, will try that!