Problems getting Money back from EDF

abbottw_2

We Change Energy Company’s back in June and were in credit with EDF £450, we have been waiting since then for the final bill and refund, we supplied our new supplier with a reading for the gas (we were with EDF for this only) and EDF said there was a problem with this, (after a month) so I gave them another reading which did not vary much from the first one on 17 July, have tried ringing EDF but after waiting for 30 mins get fed up waiting on the phone, so emailed twice but still not getting anywhere. Am very frustrated as I know they owe us money and it would really come in handy now. The letter they sent us on 11 July said this could take 6 to 8 weeks to sort out. This would be a different story if we owed them money. I would appreciate it if anyone knew of anything I can do to speed up our refund.

jalexa

abbottw wrote: »

...we supplied our new supplier with a reading for the gas (we were with EDF for this only) and EDF said there was a problem with this, (after a month) so I gave them another reading which did not vary much from the first one on 17 July..

I don't know what is going on here but you need to do it properly. Regarding the transfer reading, this is taken (or you supply to) the gaining supplier, which transfers it to the losing supplier. If there is a "problem" the two suppliers must agree between themselves - not with you.

And the central objective is that the "closing" reading is *exactly* the same as the "opening" reading.

How did you find out there was "a problem", what was "the problem", why did you provide the losing supplier with a (different) reading and have you asked the gaining supplier for their take on "the problem"?

Although I understand your anxiety about the money, without answers to the questions above it is not possible to offer meaningful advice on how to get your money.

manglesey25

I had this same problem with EDF when I switched to Ebico in 2007.

I was was in credit after EDF had over-debited my account. EDF had a policy where the money was placed as a credit on the now-disused account, and I had to telephone them on an 0870 to "claim" the refund via a complicated process of push buttons, lengthy piped music and being passed from pillar to post.

abbottw_2

Thank you for your reply - We gave our gaining supplier the reading from our gas on 17 June (they told us to do so two days before they took us over so we did). I thought that would be it and waited a couple of weeks in the hope that a cheque would arrive (a friend of mine change to the same new supplier and got her cheque from Southern Electric straight away without even asking, so I contact EDF to ask when the refund would turn up, after waiting for over half hour I gave up. We then got a letter from EDF on 11 July saying our gaining supplier had provided a reading which doesn’t appear to be in line with your previous energy usage. So I contacted the gaining supplier to find out what was going on, and to check the number they had (it was the same as I had given them) I gave them another reading as well just in case they needed it. (I didn’t give the losing supplier any reading). The gaining supplier said they would be dealing with it. But I have not heard anything yet.

jalexa

abbottw wrote: »

We then got a letter from EDF on 11 July saying our gaining supplier had provided a reading which doesn’t appear to be in line with your previous energy usage. So I contacted the gaining supplier to find out what was going on, and to check the number they had (it was the same as I had given them) I gave them another reading as well just in case they needed it. (I didn’t give the losing supplier any reading). The gaining supplier said they would be dealing with it. But I have not heard anything yet.

Good so far. You need to give the gaining supplier one and only one timebound chance to sort this out, then if you are not satisfied raise a complaint strictly in accordance with the gaining suppliers complaints procedure. Some people might say you should go straight to the complaint but I like to extend a length of rope.

Once the issue had been sorted, that will be a good time to consider the question of compensation - from the "guilty" party.

abbottw_2

thank you so much for that advice jalexa, will get onto them first thing tomorrow. Regards Wendy