EDF switchover complete - gas not live

florida24ms

Hi guys,

I need your opinions on the following matter please:

I switched to EDF on a dual fuel product back in June this year. To cut a long story short after a number of blunders on EDF's part the switchover is complete; they've received all the details from my previous dual fuel provided. But...

And here's the stupid part: my gas account is still not live; I can not submit readings to be billed because EDF's IT system can not accept MPAN or MPRN details from the national body (?!?!) who ought to feed EDF with my gas reference point no.

EDF have admitted that they have a change request for their IT system to accept this mandatory field, but I'm thinking, is this good enough? Their systems are not fit to be in business, right? I wish they had advertised this little detail when I was looking at switching; I would have saved myself the trouble and not switched.

What do you guys think? What would the ombudsman say if they found out EDF can not put my gas account live because their IT system can not accept the mandatory data required here? What obligations are EDF not fulfilling? For one they can not provide accurate billing at this stage, but I'm sure there's got to be a more fundamental failure here... like their IT systems not being fit to accept consumers switching?

There must be thousands of other customers switching to EDF in the same position. Without stating the obvious it took me considerable effort and hours talking to Customer Services to get this admission of a "technical problem" on their part, so I'm wondering how I can help fast track the IT system change that EDF should already have in place.

Thank you in advance.

backfoot

I've been saying for many months that the Regulator should have banned new customer acquisition by EDF. The IT system has many deficiencies and is 'not fit for purpose'.

Given the volume of complaints here and elsewhere and reported by CF,it is beyond me that they sit idly by.

See what you can do.:)

DirectDebacle

What may encourage EDF to improve their service is by using The Electricity (Standards of Performance) Regulations, 2005.

A brief description here.

Short version of legislation here.

Full version here

If EDF find themselves having to pay out £20 for each time they are unable to produce a bill or give an answer as to why a bill is inaccurate, it may sharpen their minds.

If they dispute they are liable under these regs to make a payment then the matter has to be referred to Ofgem (or whoever Ofgem may delegate) for adjudication.

BenNevis

backfoot wrote: »

I've been saying for many months that the Regulator should have banned new customer acquisition by EDF. Are you sure Ofgem has this power?

The IT system has many deficiencies and is 'not fit for purpose'. Perhaps if Ofgem was to impose a fine of several million pounds with the promise of further fines if things don’t improve then EDF might perk up its ideas.

Given the volume of complaints here and elsewhere and reported by CF,it is beyond me that they sit idly by. Sitting idly by is Ofgem’s default position.

You’ve already proved with exit fees that unless Ofgem are seriously pressured nothing happens at all.

florida24ms

backfoot wrote: »

I've been saying for many months that the Regulator should have banned new customer acquisition by EDF. The IT system has many deficiencies and is 'not fit for purpose'.

I wish I knew that before I switched to EDF.

What I find baffling is that there is no manual override on the system. Ok, you know your IT system is rubbish and can not accept the data feed, so surely there's got to be a way to manually feed the data! Not to bypass system security, don't get me wrong, but purely to serve the customers and not to push everyone's buttons if they made the BAD choice of switching to EDF.

florida24ms

DirectDebacle wrote: »

If EDF find themselves having to pay out £20 for each time they are unable to produce a bill or give an answer as to why a bill is inaccurate, it may sharpen their minds.

If they dispute they are liable under these regs to make a payment then the matter has to be referred to Ofgem (or whoever Ofgem may delegate) for adjudication.

Thanks for the links to regulation; I will have a read.

I just want a hassle free service; set up my account and I'll pay the bills - it can't be that difficult! EDF's service so far has been anything but hassle free.

Don't get me started on the bills! I'm on a fixed dual fuel product until 2014 and was told by EDF Customer Services they only produce 1 bill per year. Why? This is not mentioned in any of their marketing information or indeed the full Terms and Conditions. Do they make it up as they go along? Or was this a convenient excuse because they knew full well at the time they can't invoice me for gas due to their "wonderful" IT system.

If they only raise 1 invoice a year how about I pay 1 DD a year... when I am invoiced at the end of the year - how about that EDF?

backfoot

As far back as July I started this thread.

https://forums.moneysavingexpert.com/discussion/3358230=

Sadly EDf are no further forward. I hope the Regulator hits them hard.

florida24ms

Thank you to all for your replies.

I have already invoked step 2 of their complaints procedure. I spoke to a 2nd Team Manager after the 1st one promised to "religiously check my account" and update me "next week". I hadn't heard a thing in 3 weeks so I called to speak to another Team Manager.

For what it's worth I'll go to step 3 and ask EDF for a full review of my complaint; I'll see how they explain the "feature" in their IT system due to which they can't get my gas account live. I'll also ask if they hope to raise an invoice before the 12 months is up?!?!

florida24ms

backfoot wrote: »

As far back as July I started this thread.

...

Sadly EDf are no further forward. I hope the Regulator hits them hard.

I will have a read backfoot over the weekend. Did you ask for a full review of the matter?

Also, did you get a private message from EDF on this forum? I was contacted by somebody from [EMAIL="socialmedia@edfenergy.com"]socialmedia@edfenergy.com[/EMAIL] asking me for details so they can investigate the matter.

Is it spam? Is it really EDF? I won't provide personal details through a forum like this, but it did make me think... if it was really EDF why don't they get these people off the Internet checking for customer posting facts about their experience? Why don't they get them on the Customer Services line so that we don't wait so long and get them resolving problems at source - not through social media!

I don't need social media to communicate with my utility company.

And whilst I'm at it... EDF, stop giving customers rubbish excuses! Until I raised a complaint and asked to speak to a Team Manager nobody treated me seriously, nobody was honest about where the real problem was. Well, thinking about it the 1st Team Manager I spoke to wasn't any better than the Customer Services staff - I won't print the name, but ...

[EMAIL="socialmedia@edfenergy.com"]socialmedia@edfenergy.com[/EMAIL], if you want the name PM me and I'll reply.

welshee

I am having exactly the same problem and have also sent a complaint in.
Electric is fine but the gas is still not up and running for meter readings etc.
Sent email and got the "we will answer you back in 10days" automated reply.
Lets See !

p.s. i also changed to 2014 dual fuel fix.

backfoot

Florida,

Yes it is a real contact. It's their secret agent (probably Kerry). To be honest it's totally wrong because it could be anyone,so it is your own risk.

They also like Twitter for some unknown reason.

One of the big themes now does seem to be not setting up gas accounts or like my own not setting up gas DD's.