1st, EDF, now British Gas, advice needed please

Mr__X_5

For quite some time now I've been in dispute with EDF over their daily charges for my gas supply. To be fair they were pretty reasonable and gave me until 24th August to change supplier. If I had done this by this date EDF were willing to lose the daily charges.

On the 17th August I called British Gas and we agreed they would be my new supplier. I gave them my details etc and was told I didn't need to do anything else. The same day I e-mailed the person I'm communicating with from EDF, just to inform them I'd be switching to British Gas.

On August 27th I received an e-mail (I never actually read it until 1st September) from EDF saying they had still not heard from British Gas and they'll continue to monitor my account. On 2nd September I received another e-mail stating a) there would be a 1 month suspension activity on my account in respect of gas charges and b) I would get a further update in a week to let me know whether they've heard from British Gas.

Well the week passed, in fact it was almost 2 weeks, 15th September when I got an update, still nothing from British Gas and also "If EDF Energy do not receive this request within seven days, I will be unable to make any amendments to your account as the allotted timeframe will have expired". Now if I had received this around the 9th as I was expecting, I probably wouldn't be here typing now.

16th September I phoned British Gas to find out what is happening. Well they have all my details but for some reason nobody bothered processing the order. Well normally I would've dropped their sorry butts there and then but because of the timeframe with EDF I felt I had little choice but to continue what we started. They've assured me the order has gone through now and gave me an order number, which I've forwarded to EDF (via e-mail). It's now touch and go whether EDF will receive the order before close of business 22nd September. If not I assume I'm liable for all daily charges incurred (since March).

Because it's so touch and go, I did suggest they just discontinue supplying me with gas altogether, of course it can't be that simple. If the order isn't received, my options are "to remain with EDF Energy on your current tariff or to have your gas supply capped so that you will not incur any charges for your consumption or the daily standing charge."

So a couple of questions. Can somebody please explain the 'capping' option?. I did try reading a little but it seemed to refer to either capped as in cut off or capped as in being locked into a fixed pricing scheme. I can only assume they mean cut off here as to my knowledge I'm not in any fixed pricing scheme. Am I also going to be liable to pay the daily charges considering EDF's own failure to update me as stated in their e-mail coupled with British Gas incompetence with not processing my order?. Between the 2 I'm feeling like I'm getting royally shafted.

Apologies it's so long, I'd be grateful for any advice.

HalloweenJack

why are in dispute with EDF of standing charges for gas?

edit:


BG is at fault with the transfer - if EDF have given you aditional time and that time is now `up` then its not down to them but down to a botched transfer to BG because BG have not applied the transfer till well after the minimum deadline; its not the leaving suppliers responsibility to chase the new supplier to complete the transfer

Mr__X_5

HalloweenJack wrote: »

why are in dispute with EDF of standing charges for gas?

edit:


BG is at fault with the transfer - if EDF have given you aditional time and that time is now `up` then its not down to them but down to a botched transfer to EDF; its not the leaving suppliers responsibility to chase the new supplier for the transfer

I was never given any literature about standing charges being added to my bill. Until recently I had just paid for the gas used. Because I'm such a little user of gas, the daily charges have quadrupled my bill.

I've already been told by British Gas they wont accept any liability for their incompetence. How about EDFs late e-mail? Not being given an update in a week but having to wait 13 days has made all the difference if BG are correct in saying the order will take 5-7 days (working days?).

HalloweenJack

what tarrif were you on with EDF? as they publish details of all tarrifs online on the edf website , all details are there for all to see.

and again its not EDF who are responsible for the botched transfer , its not down to them to chase BG for you , or even keep you informed how the transfer is going - again thats the responsibility for the new supplier..

as far as EDF will be concerned you are no longer there customer , bar settling of the account.

jalexa

Mr__X wrote: »

I've already been told by British Gas they wont accept any liability for their incompetence..

You do not need to accept anything British Gas says unless it is contained in the final ("deadlock") response to a Complaint, at which point you would be entitled to ask the Energy Ombudsman to consider the issue.

Mr__X_5

HalloweenJack wrote: »

what tarrif were you on with EDF? as they publish details of all tarrifs online on the edf website , all details are there for all to see.

and again its not EDF who are responsible for the botched transfer , its not down to them to chase BG for you , or even keep you informed how the transfer is going - again thats the responsibility for the new supplier..

as far as EDF will be concerned you are no longer there customer , bar settling of the account.

As far as I know I've always been on a basic 'standard tariff'. I moved here (a new build) 5 years ago and everything was set up for EDF, I've just continued to pay the bills since. Call me naive but until the last bill (which included daily standing charges which took me by surprise) the bills always seemed comparable to my previous place so never felt the need to change tariffs, look for lower prices etc. If I was to start looking at every website trying to find ways to save pennies on everything I'd never have any free time to myself. I've always had paper billing here so expect to recieve any notice of price increases via the same method.

I agree British Gas have botched the transfer but you seem to miss the point I was in personal contact with an EDF advisor via e-mail, who advised me she would be giving me an update in one week, why make such a statement if she isn't going to do this?.

How can you say I'm not EDF's customer when according to their records they've had no contact from British Gas? Isn't this why I am here asking for some advice?. At the moment I'm just a mere customer stuck in between two giant incompetent companies hoping to save on daily standing charges that have been added to my last bill without any prior notification!

Mr__X_5

jalexa wrote: »

You do not need to accept anything British Gas says unless it is contained in the final ("deadlock") response to a Complaint, at which point you would be entitled to ask the Energy Ombudsman to consider the issue.

Just for clarification, if I do end up getting billed for the daily standing charges (which is the cause of the dispute and prompted me to change supplier), I 1st have to file a complaint, to whom exactly?.

spiro

Mr__X wrote: »

Just for clarification, if I do end up getting billed for the daily standing charges (which is the cause of the dispute and prompted me to change supplier), I 1st have to file a complaint, to whom exactly?.

Was the daily standing charge included in the T&Cs or prices of the tariff you are on with EDF? If so what are you going to complain about? It appears they have offered to wave these charges (they didnt have to) so I doubt a complaint to EDF or the Ombudsmen (if EDF reject complaint) will get you anywhere.

As you have been there for 5 years have you always been on a tariff with a standing charge (in which case you have no chance with a complaint) or did the tariff you were on end and EDF put you on a new tariff? If it was the latter they would have advised you of this and given you the option of selecting another tariff or if you wanted to move to another supplier.

jalexa

Mr__X wrote: »

Just for clarification, if I do end up getting billed for the daily standing charges (which is the cause of the dispute and prompted me to change supplier), I 1st have to file a complaint, to whom exactly?.

I think there may be more than one issue here.

I *think* you are saying that Edf unilaterally changed you from a "no standing charge" tariff to a standing charge tariff (something I expect they were fully entitled to do within their terms and conditions). If you were on a standard tariff you had an absolute right to switch on no more than 28 days notice. Additionally, if the change was "detrimental" to you (i.e. for your consumption would cost you more), you were entitled to "reject" the change and switch (promptly) at no additional charge. You should have received "notice" in that case.

So the first issue is whether or not the Edf change was "detrimental", and only you can answer that for your particular consumption.

My advice is to focus on what you want to do (change to a NSC tariff, I think) and not get hung-up on quite small temporary costs.

That said, I also advocate zero tolerance of supplier error. If you are not happy with British Gas's conduct, give then one and only one chance to resolve the matter to you satisfaction. If they fail invoke the complaints procedure in writing (or by email).

Mr__X_5

spiro wrote: »

Was the daily standing charge included in the T&Cs or prices of the tariff you are on with EDF? If so what are you going to complain about? It appears they have offered to wave these charges (they didnt have to) so I doubt a complaint to EDF or the Ombudsmen (if EDF reject complaint) will get you anywhere.

As you have been there for 5 years have you always been on a tariff with a standing charge (in which case you have no chance with a complaint) or did the tariff you were on end and EDF put you on a new tariff? If it was the latter they would have advised you of this and given you the option of selecting another tariff or if you wanted to move to another supplier.

No there wasn't any previous standing charges on my gas bill, they're a new addition hence my dispute with them and the need to find a new supplier. The first I became aware of the standing charges was when I received an unusually higher bill in July. Yes they agreed to waive the charges if I changed supplier before 24th August, I thought I had done this 17th August with British Gas. British Gas are certainly at fault so far.

However, between July and now, I've also been in contact via email with someone from EDF. On 2nd September I received email from the advisor, still nothing from BG, she'd update me again 1 week so naturally I expected an email circa 9th September. Nothing until 15th September advising me if they hear nothing within 7 days from BG I'm gonna basically have to pay the charges. I fear 7 days isn't going to be long enough as on the 16th September BG told me it will take circa 7 days for the order to go through.

Why am I feeling like the guilty person here? Can someone please answer my questions in OP please? Thank you.

Mr__X_5

jalexa wrote: »

I think there may be more than one issue here.

I *think* you are saying that Edf unilaterally changed you from a "no standing charge" tariff to a standing charge tariff (something I expect they were fully entitled to do within their terms and conditions). If you were on a standard tariff you had an absolute right to switch on no more than 28 days notice. Additionally, if the change was "detrimental" to you (i.e. for your consumption would cost you more), you were entitled to "reject" the change and switch (promptly) at no additional charge. You should have received "notice" in that case.

So the first issue is whether or not the Edf change was "detrimental", and only you can answer that for your particular consumption.

My advice is to focus on what you want to do (change to a NSC tariff, I think) and not get hung-up on quite small temporary costs.

That said, I also advocate zero tolerance of supplier error. If you are not happy with British Gas's conduct, give then one and only one chance to resolve the matter to you satisfaction. If they fail invoke the complaints procedure in writing (or by email).

Thank you, now I feel I'm finally getting a response here. Yes I got switched from one tariff to another without warning. I certainly dont feel I've done anything wrong here. The introduction of the standing charges quadrupled my quarterly bill. BG offered me a tariff with no standing charge and £50 back after 12 months, a no brainer for me to switch to them (or so I thought).

So in the event the switchover isn't completed in time and I end up getting billed for the standing charges, who do I make the complaint to, is it actually British Gas or somebody independant?