EDF Direct Debits

victor2

terry2 wrote: »

Well, this month I again gave my meter readings and yes they upped the DD again.
I phoned about this and got it changed back to the original value. This time, customer services said that the DD gets reviewed every time you enter a meter reading; and that what you should do is wait until they request a reading (every six months or so). So it seems that the system design ignores people like us who like to keep track of our usage and spending.

That's what they told me as well - don't enter readings until you are asked.
It's hard to believe that the system was designed at all, more like just thrown together by a group of people sat in a pub who had a vague idea of what customers might actually want.

jalexa

victor2 wrote: »

It's hard to believe that the system was designed at all, more like just thrown together by a group of people sat in a pub who had a vague idea of what customers might actually want.

It does seem like that, though I expect that at some stage in the process some sort of functional specification would have been signed-off. What really surprises me is that reportedly the Edf customer service director has been told to "spend what it takes" to address the customer service issues but apparently this simple "dysfunctional" systems problem isn't being addressed. I speculate there might have been a massive contractual fall-out with their systems developer. Pay disputed money or no fix?

Alternatively, and not to re-open previous debate at this time, the relevant regulation includes this...
27.15 ... the licensee must take all reasonable steps to ensure that the fixed amount of the regular direct debit payment is based on the best and most current information available...

That is *exactly* what the Edf system is doing, albeit using a "disputed" interpretation of the reasonableness of a "short year" calculation.

Thank you Ofgem, the regulator with balls for brains. (none, in case that point was missed:D)