EDF Energy DD increased by 40% after 8 Days - Is this a record?

Fortune82

My new electricity contract started with EDF Energy on August 30. This morning I received a letter dated 8 September stating my account had been "reviewed" and my new direct debit would be 40% more than the figure I signed up for. What usage data can this possibly have been based on? I've only given them an opening reading !

Naturally I would have liked to have made my feelings known to EDF over the phone, but apparently - despite "rigorous planning and taking on extra staff" - they've failed to implement a new CRM system that actually allows them to take calls from customers. Funny that.

I've sent them an email instead asking for justification of this baseless increase.

Anybody else experienced this?

StevieJ

No, I was connected annd sorted in about 5 minutes when I rang them, I was actually increasing my DD, the transfer seems to be moving along smoothly.

backfoot

Fortune82 wrote: »

I've sent them an email instead asking for justification of this baseless increase.

Anybody else experienced this?

Yes there is overwhelming evidence that DD's are changing on a fairly random basis. Other evidence such as my own case,that only one DD for gas or electricity gets set up.Also the input of meter reading data seems to generate random direct debit changes outside of the expected six monthly review cycle.

Basically the system is flawed and not fit for purpose.

I cannot really understand how EDF have got into this position but it really is shameful and even more so that it is continuing.

Whether customers can or can't get through on the phone,is secondary to the basic issue that they shouldn't be allowed to operate with such flawed processes.

brewerdave

Fortune82 wrote: »

My new electricity contract started with EDF Energy on August 30. This morning I received a letter dated 8 September stating my account had been "reviewed" and my new direct debit would be 40% more than the figure I signed up for. What usage data can this possibly have been based on? I've only given them an opening reading !

Anybody else experienced this?

As backfoot has stated, you are one amongst many!!!
PLEASE try the phone call route again. Best time appears to be ~ 8:00am weekday mornings - when you get thru' you will find that the C/S reps cannot explain why the DD has been increased and will restore it to previous agreed value without argument.The email route still appears to be extremely sloooooow......
Experience suggests that entering meter readings on the EDF site currently is a ***** as it appears to trigger a random re-evaluation of DD requirement. I have no intention of putting any data on until I have to!!!!:(

alanwsg

Hmm .. Yesterday I tried entering meter readings into the EDF website.
This immediately generated bills, they are almost exactly what I expected them to be.
No word on any change to the DD's yet ...

It's still all looking good from my point of view!

Fortune82

Via a private message on MSE, followed up with a phone call EDF contacted me today to confirm that my direct debit will not increase and will be reviewed in six months.

Thanks EDF, I appreciate your help bringing my problem to a succesful conclusion. :T

brewerdave

Fortune82 wrote: »

Via a private message on MSE, followed up with a phone call EDF contacted me today to confirm that my direct debit will not increase and will be reviewed in six months.

Thanks EDF, I appreciate your help bringing my problem to a succesful conclusion. :T

The EDF secret agent strikes again!!!!!:rotfl:

brewerdave

alanwsg wrote: »

Hmm .. Yesterday I tried entering meter readings into the EDF website.
This immediately generated bills, they are almost exactly what I expected them to be.
No word on any change to the DD's yet ...

It's still all looking good from my point of view!

Have you actually read the bills generated?? My gas "bill" actually started with a bit about needing to increase my DD!!!

alanwsg

brewerdave wrote: »

Have you actually read the bills generated?? My gas "bill" actually started with a bit about needing to increase my DD!!!

Just had another careful look, don't see anything like that.
(These are the "preview bills" that appeared on-line, they do say an official copy will be posted to me [why, I wonder?], so maybe I have that to look forward to].

mrtobs

Fortune82 wrote: »

My new electricity contract started with EDF Energy on August 30. This morning I received a letter dated 8 September stating my account had been "reviewed" and my new direct debit would be 40% more than the figure I signed up for. What usage data can this possibly have been based on? I've only given them an opening reading !

Naturally I would have liked to have made my feelings known to EDF over the phone, but apparently - despite "rigorous planning and taking on extra staff" - they've failed to implement a new CRM system that actually allows them to take calls from customers. Funny that.

I've sent them an email instead asking for justification of this baseless increase.

Anybody else experienced this?

We've had similar problems, although not as high as you. Finally managed to sort it out (hopefully!!) by setting aside some time, phoning & just waiting (at least its an 0800 number). Tried the email route several times, but it was never dealt with - I think the email query system is a complete waste of time - I'll just use the phone in future. I was told that the 6 monthly assessment doesn't start 6 months after you've joined, it could be started at any point & your dd could be reviewed whenever you provide a meter reading. In comparison to what I was told prior to signing up, it doesn't seems to be a straightforward system, to say the least!
Worth mentioning that, even if you're on the 2014 fixed deal, you can change over to a billing system at any time (I have checked this with them) - although this would mean that you'd lose the 6% discount that you get with DD.

HalloweenJack

i dont honestly know why EDF need a super squirrel secret agent here instead of an offical presence - would achieve the same thing