EDF - should I complain?

aprice84

Back when all the energy companies were annoucing price hikes, I switched from NPower to a fixed rate with EDF. (Think it was middle of August when I applied online)

NPower then rung me shortly afterwards and offered me an identical deal which negated me the need to go through switching companies. I agreed. They said they would contact EDF to tell them I was not joining them.

I tried to ring EDF to make sure that I will not be their customer however I caught them when they were "upgrading their IT systems" so I could not get through to an agent after repeated attempts.

I cancelled my Direct Debit to EDF which had been set up on my account and they sent me through letters confirming they had been cancelled.

I checked my online bank statements today to see that yesterday (1st Nov) they have charged me £58! (clearly they reinstated a Direct Debit on my account without me knowing). Should I complain seeing that I cancelled my deal with them before they would begin supplying my energy? Or am I missing something which would hinder a complaint!?

Your views would be most welcome everyone.

Thanks

rogerblack

The direct debit guarantee means you can cancel any direct debit simply by calling the bank, and it will be refunded.
(If you actually owe the money to the company, this may cause extra charges by the company, but if you don't, it shouldn't)

backfoot

If you didn't cancel within the cooling off period ,they may have charged you a cancellation fee. Certainly they shouldn't have used the DD without an explanation of the charge. Was £58 your normal monthly DD?

Are you sure the NPower deal was as good on price? Did you compare all the prices and discounts?

What tariff did they put you on?

aprice84

Thanks for replys.

NPower just put me back on the tariff I was with them anyway (the Energy Bonus Advance tariff). £58 was the agreed monthly DD with EDF for the gas.

The EDF Direct Debit they have put back on my account is still active. Should I cancel this again?

I cancelled within the 14 days i'm sure as NPower called me a few days after I applied to EDF online.

Airmike23

Energy bonus is npower standard rate, not fixed or capped, instead of annual mdd dual fuel discount refund of £105, you get an additional £100 as well, but actual cost of energy will be far more than edf fixed saver 2 or edf fixed price 2014 (march), so Npower were somewhat economic with the truth to retain you. Npower will not have called you within 14 days, they can only contact you once new supplier (EDF) has requested supply from them, so you are then in the first of a series of 28 day contracts, how long you stay with an energy company is your choice, but all the fixed tariffs with edf have an early termination charge, £50 if cos before 30-9-12 on Fixed Saver 2, £70 if leave before 31-3-12 on EDF Fixed 2014, £30 if leave after 1st April 2012, but before 31-3-13.

jalexa

aprice84 wrote: »

... I switched from NPower to a fixed rate with EDF. (Think it was middle of August when I applied online)

NPower then rung me shortly afterwards and offered me an identical deal which negated me the need to go through switching companies. I agreed. They said they would contact EDF to tell them I was not joining them.

Backfoot has alluded to something which is almost certainly true unless the exact timings prove otherwise. AFAIAA, the losing supplier does not find out about the loss until the conclusion of the "cooling-off" period (otherwise there would be industry chaos), at which point it is too late to cancel the switch. In the case of a switch to a fixed price tariff a subsequent switch (back to NPower) would incur early termination charges and a minimum 28 days supply charges.

Whether "they [NPower] would....tell them you were not joining [Edf] is a helpful statement or blatant deception depends on the exact sequence of events, something for you to consider. Probably your Subject is wrong and should be "NPower - should I complain?"

I cancelled my Direct Debit to EDF which had been set up on my account and they sent me through letters confirming they had been cancelled....

The correct operation of the Direct Debit mechanism is well documented, if not always well implemented. For a "paper-free" Direct Debit to be valid the account holder must receive confirmation of account details giving 10 working days notice of the date and amount of the first collection. Therefore if a collection occurred after the date of your "cancellation letters" without new setup confirmation and 10 working days notice of the first collection then the collection does not comply with BACS Direct Debit rules and your bank must make an "immediate refund" on request.


Later edit:

The last sentence of your most recent post is absolutely crucial. It is imperative that you understand how and when NPower first became aware that you had initiated a switch.

backfoot

It looks like you have fallen for some very sharp practice by NPower. Why does this horrible outfit keep trying it on. You have basically have a case for misselling.

The remedy is complicated. Will EDf reinstate you on the Fixed Price Contract? If not, then I believe NP should indemnify you for any differential charges between the two. Alternatively,you could now find the best available similar fixed product and again claim the differential between the EDF deal and this new deal back from NPower.

All very tricky as it will take time.

Other posters may know a better solution. Maybe agree an estimated compensation value with NP to rid yourself of ongoing monitoring.

Anyway,make a formal complaint to NP. If they play ball fine but if not refer the matter ultimately to the Energy Ombudsman if they do not agree fair value.

EDF are not in the clear due to the DD false claim and you need to find out if there are any charges as opposed to just a DD payment.(if an exit fee claim it back from NP as part of the misselling case)

Good luck but a lesson ,if we didn't already know, not to believe telesales.

jalexa

aprice84 wrote: »

I cancelled within the 14 days i'm sure as NPower called me a few days after I applied to EDF online.

Just had a thought about this which *may* provide an argument to extracate yourself from a very difficult (as in expensive) position.

Technically (I think) the cooling off period (12 days?) begins on the receipt of the contract confirmation letter from Edf. Perhaps that was "delayed" but the Edf notification to NPower wasn't?

Anyway, the record is important in explaining how and when NPower became aware of the impending switch.

One other thing, because NPower tariffs commonly feature "deferred discount":eek: *probably* you were on a "deferred discount":eek: tariff. I take it you realise that a switch away from a "deferred discount":eek: tariff forfeits any unearned annual deferred discount.

aprice84

Thank you all for taking the time to reply.

I will go through all my documents I have regarding this. Hopefully I haven't been caught out by the telesales....

Nonetheless I will phone my bank and query the DD.

Also, I have today received a PM from EDF Energy asking me to email the Customer Liaison Manager. Is this genuine??

backfoot

Yes it is from the EDF Secret Agent. (Kerry?)

aprice84

That's the one!