Gas Direct Debit taken by EDF and BG

adamf76

I would appreciate some advice over which supplier has taken money incorrectly. I switched to EDF in July for Gas and Electricity, the electricity has gone through fine but I am having problems with the gas transfer.

EDF inform me that the supply started on 18.08.11 and took a Direct Debit payment out in September, however British Gas has also taken a direct debit payment.

I have tried to contact both suppliers but I am wondering who the fault lies with and who I should chase for a refund (or will I be lucky and get it automatically)

Thanks in advance

Consumerist

adamf76 wrote: »

I have tried to contact both suppliers but I am wondering who the fault lies with and who I should chase for a refund (or will I be lucky and get it automatically)

I'm assuming you have transferred both gas and electricity from BG to EDF. In the absence of information to the contrary, it is possible that BG will have collected a final payment using the DD facility you already have with them but it will probably not be for the regular amount. BG should, however, have advised you in advance of its intention to do so.

My advice would be to confirm with BG what final meter readings were used to calculate the final payment then confirm those readings with EDF as your opening readings.

It is not unusual to have to pay both suppliers in the month of a switch.

adamf76

Thanks for your reply

I can confirm that both Electricity and Gas were switched to EDF. The Electricity account was in debit of £27.37 for electricity which BG have taken as a final payment.

However we are actually in credit for Gas on our account with BG so I don't think this is a final payment. The amount BG have taken as a Direct Debit is for the standard Direct Debit amount.

Consumerist

I think you need to confirm with EDF that they are switching both gas and electricity. If that's the case then it is possible that the switching dates are different. EDF should be able to clarify.

Have you been asked by either to provide final meter readings?

Neil49

I had a similar problem switching from EDF to Scottish Power with EDF continuing to debit my account.

I contacted Scottish Power as they were the ones who initiated the changeover including passing on my meter readings to EDF. They phoned EDF to see what had happened and came back to me within 5 minutes to advise that EDF hadn't closed down the account properly.

In your case you should contact EDF and get them to contact British Gas on your behalf. As previously mentioned you should have been asked to provide final readings for each of the days of service transfers (they usually differ for Gas and Electric). These dates should have been advised to you by EDF.

It's also worth logging onto your online account with EDF as this will advise you of what services you have (and possibly do the same with British Gas if you had an online account with them).

adamf76

EDF are definitely switching both gas and electricity becasue they have taken payments for both in September.

I have given my final meter reading to EDF both online and via email but my account still shows as awaiting a reading.

According to my EDF online account the switch should have taken place on the 18th August so BG shouldn't have taken the Direct Debit payment in September. So it sounds like EDF several haven't informed BG.

It is impossible to get hold of EDF to discuss this with them - I've been holding on the phone for ages and they take 10 days to reply to an email.

jalexa

adamf76 wrote: »

It is impossible to get hold of EDF to discuss this with them - I've been holding on the phone for ages and they take 10 days to reply to an email.

If you can, call Edf on a weekday morning. Wait times are coming down, this morning I waited less that 6 minutes. BTW that is to help you, not to excuse Edf.

Why not have a friendly chat with the losing supplier. When I did that I learned more than from the notoriously behind the times Edf MyAccount. The losing supplier already knew the date(s) and I had a reasonable discussion around the question of Direct Debit. Discuss and *agree* whether or not further payments will be taken. In exchange for keeping the DD facility open (for the final payment(s) try to get agreement that regular payments will not be collected. Either they agree or they don't. Play it by ear. If they won't agree, cancel the DD. If they don't keep to any agreement implemement the Direct Debit indemnity guarantee.

BTW I'm advocating mutual agreement, not dissent, and it worked last time I tried it.

adamf76

Spoke to EDF (20 min wait) they told me they informed BG on the 26 August and gave them a final meter reading. Not sure why BG have continued to take payments. Not sure why they might continue to take more payments but thanks for the advice and i will speak to them today. All a bit annoying switched to save money and have ended up payint twice!

Consumerist

BG are notoriously useless regarding account errors. I suggest you cancel the direct debit(s) for BG and start their formal (written) complaints procedure. If they haven't sorted it out in eight weeks you can refer the complaint to the Energy Ombudsman.

Regrettably, you can't rely on anything said over the telephone so putting it in writing is likely to be more effective in the long run.

adamf76

I have spoken to British Gas who said there was a problem with the transfer but could see that it should have taken place in August.

They have promised to refund and send the remaining credit in the account. They said this would happen within 3-5 days. I don't have anything in writing so will wait and see what happens this week.

Consumerist

I hope they are as good as their word but I wouldn't take my eye off the ball if I were you. Please keep us posted - good news or bad.