EDF Direct Debits

victor2

I've been chasing EDF to establish why my DD gets recalculated every time I enter a reading.

They told me over the phone that it was because I entered readings closer than 28 days apart. I didn't, but a meter reader visited in-between my readings, so I accepted that.
Then, having left a month between two readings, I still got a recalculation.
Now, in response to an email I sent on October 14, I today get a message saying

When paying by Monthly Direct Debit, a bill may be generated only once per year but you can provide readings at any time to request a bill, as long as your readings are submitted at least 33 days apart.

So I've been told 28 days is the magic number, now 33. But doing so will produce a bill anyway - and in another message they said "forcing" a bill will result in a DD recalculation.
I've stopped using their online system as it's a waste of time. I'll just give them a reading when they ask for one.
I also asked how they calculate the DD when they have no history and got a suitably vague answer without any specific details but saying they can use "a number of options" for calculating an estimated usage.

I read my own meters, check when payments to EDF leave my bank and put this data in a spreadsheet along with EDF's tariff. The only nasty shock I'll then get is when they come up with completely different values, which is when I'll have to spend a considerable amount of time in their phone queue.

backfoot

This 'design feature' of the new EDF system has been known for a while. It is totally nonsensical for new Direct Debits to be produced.

Someone in the design team must have thought it was a clever idea but has failed to appreciate the practicalities for customers or the fundamental breach of Standard License Condition 27.

It is not sufficient for EDF to be producing post event messages like the one to you. It is their obligation to amend their IT for it to be compliant with with SLC's.

You can keep to your offline system and you can formalise your complaint,seeking redress and compensation. At the same time alerting Consumer Focus/Energy Ombudsman to the DD compliance issue.

gonzo127

i am glad i am not the only one finding EDF rather useless since having moved to them for their fixed tarrif, i keep having a changed DD every time i manage to submit a reading, although that only happens every now and then.

i have to admit i am glad i didnt sign up until 2014 as i am already looking forward to getting away from them

backfoot

I would be asking them how this procedure is compliant with SLC 27.14 which requires a clear and understandable explanation of the basis for the fixed montly DD.

27.14 The licensee must provide to each such Domestic Customer an explanation in clear, plain and intelligible language of the basis upon which a fixed amount (and any variation of that fixed amount) has been determined.

brewerdave

victor2 wrote: »

I've stopped using their online system as it's a waste of time. I'll just give them a reading when they ask for one.

So have I - Hopefully they won't ask for readings til next Summer when I have ~12 months usage stats.:rotfl:

jalexa

victor2 wrote: »

They told me over the phone that it was because I entered readings closer than 28 days apart. I didn't, but a meter reader visited in-between my readings, so I accepted that.

Thanks to your last post on the "28 days issue" I tried and yes got a bill:(. While technically advisers "speak for their company", that doesn't mean what they say is right, though it may be they are simply regurgitating a internal briefing. Personally I think the "internal briefing" just has the 28 (or 33) days thing the wrong way round. Or maybe the system specification is the "wrong way round" but it can't be remedied because the systems budget has been spent up on 700 advisers.

I had a meter reading visit a few days after I entered my "28 days test:D" reading. The meter reader reading became the reading in the submit meter reading boxes. It did not "force" a bill. I feel I will not now be able to resist testing the "less than 28 days" theory.

Actually it is useful to see the instant recalculation of account balance. All of Eon, Scottish Power and Atlantic over quite a few years have previously managed this without "forcing" a bill unless in the "billing window". This is hardly industry billing rocket science but a massive "fail" for Edf, though it is the failure to remedy which should be (for the Regulator) serious concern.

A side issue here is that it is impossible to tell from the submit meter reading boxes that the numbers displayed are meter reading readings.

Think I will try entering a customer reading from outside MyAccount next time. But not before it is too late to amend the next DD collection. Hmm... before or after 28 (or 33) days?

victor2

In response to them telling me I could enter readings "for information only" and me asking exactly how I was supposed to do that they said:

If you would like to submit a reading but would not like the payments amended, please provide a reading via the 'contact us' option in MyAccount. This will send a message to our contact centre and an advisor will load the reading for you. They may also provide you with an updated balance if requested.

I'm tempted to try that just for the hell of it, but don't really want my DD recalculated yet again - it's always been an increase too for some reason.

page3

Seems I am not the only one!

New EDF customer, and on my first reading after 1 month they put my DD up 30%. I had to ring to get it back to what we agreed as I was still in credit.

Now two months later, I gave a new reading today and my DD has gone up 32% this time. I'm still over £100 in credit and by my calculations still using less per month than my DD. I expect my usage to go above in December - by which time I'l be over £150 in credit!

Clearly I will call them tomorrow to refuse the rise, but its annoying for this to happen every time I give a reading. I prefer to give monthly so make sure I get no unexpected bills, but with EDF this seems to go against me.

How difficult can it be...!

jalexa

victor2 wrote: »

I'm tempted to try that just for the hell of it, but don't really want my DD recalculated yet again - it's always been an increase too for some reason.

OK, just done an experiment by submitting readings via MyAccount less than 28 days since the previous readings. The message returned says "Thank you for your meter readings. They will be used to calculate your next bill" - and no bill:j.

Unfortunately no account balance update either:(, therefore a pointless process and a backwards step over what Scottish Power, Eon, SSE (and perhaps others) have been able to do for years.

victor2

jalexa wrote: »

OK, just done an experiment by submitting readings via MyAccount less than 28 days since the previous readings. The message returned says "Thank you for your meter readings. They will be used to calculate your next bill" - and no bill:j.

Unfortunately no account balance update either:(, therefore a pointless process and a backwards step over what Scottish Power, Eon, SSE (and perhaps others) have been able to do for years.

Patience my friend - a bill will be forthcoming, along with a DD recalculation. Somebody is winding up the computer now...:D

backfoot

victor2 wrote: »

Patience my friend - a bill will be forthcoming, along with a DD recalculation. Somebody is winding up the computer now...:D

That's the cunning plan, Baldrick.