EDF switchover complete - gas not live

Mugget

I would switch away from them asap! or have your gas returned to old supplier through ET because your gas needs to be paid for somewhere and EDF obviously can't manage a simple COS

florida24ms

welshee wrote: »

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.

Yeah, I had 2 such automated replies... nobody replied by e-mail or letter. So I had to chase Customer Services.

Maybe you'll have more luck even though its not your luck so much as it is EDF's rubbish service.

Get on the Customer Services line and go through the EDT complaints procedure; ask to speak to a Team Manager, step 2; now you know why they can't complete the switchover; keep your cool and don't get "emotional" (I know how easy it is to lose your temper when you spend hours trying to sort this thing out and you get nowhere); see how many excuses they give you, see how hard you have to push them until they tell you that it's their IT system at fault.

I will send a written letter asking for Step 3 from the Complaints procedure, the full review, on Monday. And until they sort this out I will have my DD changed to something ridiculously low - why should I pay on account when they can't invoice me based on accurate meter reading? When they can issue an invoice they'll have all their money the next day.

florida24ms

Mugget wrote: »

I would switch away from them asap!

It's too late now; the switchover on both fuel is complete. And the point is I don't want to switch at this moment.

I'll follow up with the Ombudsman. And so should other people on this forum as it's obvious I'm not a one-off case. Thanks.

florida24ms

One last thing today... my EDF account online is showing the following progress on the gas account:
- contract initiated = completed (black dot)
- cool off period = completed
- registration in progess = completed
- registration in progress = completed (not a duplicate; there's additional text for this step's text box)
- awaiting opening reading = outstanding (orange dot)

Isn't that nice? It looks like the matter is waiting on me... like I haven't provided a gas reading (EDF has this info already!) instead of EDF not having a fit for purpose IT system to complete the process.

I took a print screen; will print that off for the Ombudsman.

welshee

My reply via email...

Thank you for your email dated 28 October 2011

I have looked into your account and there is currently a known issue with the gas accounts, this is preventing you from entering your meter readings. This is in the process of being resolved, and once it has you will then be able to enter the readings, however we cannot advise of a timescale for this. We apologise for the inconvenience this has caused.

Your email has been logged as a complaint on our system. Once the issue has been resolved you will receive a read reminder notification for the Gas, which means we can start taking your Gas reads.

If you have any further queries please do not hesitate to contact us either via our e-mail address [EMAIL="customerenquiries@edfenergy.com"]customerenquiries@edfenergy.com[/EMAIL] or using the ‘contact us’ icon in My Account.
Alternatively please call us on our free phone number 0800 096 9000. Our lines are open Monday to Friday 8:00 to 20:00 and Saturday 8:00 to 14:00

madelaine76

I have had a similar issue.

Switched to them in August. Realised this am that I have not yet paid for any Gas. Telephoned them. they had nothing on the system about me paying for gas, even though they were suplying it.

They couldnt even set up a DD for the gas, but told me to increase my Electricity DD to cover both until they can sort it. Annoying.

[Deleted User]

EDF are a bunch of idiots. Since I switched to them in January they've done nothing right.

My first bill came and they told me my DD was being changed to £1 a month for gas usage. Took ages to sort that out.

Latest bill for last 3 months has estimated my gas usage was double what I used in the last 6 months and they're going to debit £545 out of my account. DD cancelled sharpish there.

Like someone said, they're IT system is just complete rubbish....

backfoot

Finally made some progress on my relative's account. They have agreed to my suggestion to recover the 3 missing gas DD's over the remaining nine months of the year.

This is reflected on the Online Account.

As they had ignored two previous e mails,I asked for compensation and they have agreed a £20 credit to the account.:)

I had made a formal complaint to Consumer Direct earlier this morning and have just received a resolution this evening. Coincidence?

florida24ms

backfoot wrote: »

I had made a formal complaint to Consumer Direct earlier this morning and have just received a resolution this evening. Coincidence?

That's great backfoot! I'm really pleased you've had a resolution. Coincidence? Yeah, right!

I'll update this post at the beginning of next week; I've had further interactions with EDF, but no result so far. EDF staff bent over backwards this week so that I would not log a request for a full review of my complaint (step 3 in their complaints procedure) and after that take the matter to Ofgem. I had the pleasure of talking to a senior customer services manager even though she didn't tell me anything new, didn't resolve my gas account and could not explain why I really needed to talk to her before invoking Step 3 - you figure this one out!!!

I tell you what it is... EDF knowing that Ofgem will fine then next... it's just a matter of how much - not if; will it be more or less than Npower?