EDF - a different problem

melbury

MillicentBystander wrote: »

This is how useless this company are - apparently the CEO has personally told the CS Director to spend as much cash as necessary to put this problem right - he has reportedly spent millions and things are just as bad as before. I will never ever use this company again, no matter how 'cheap' they appear.

But they are not as bad as British Gas - only thing that would make me go back to them is if they were giving it away;)

macman

OTOH, when I was with BG I never waited for more than a couple of minutes for the phone to be answered.

jalexa

MillicentBystander wrote: »

apparently the CEO has personally told the CS Director to spend as much cash as necessary to put this problem right - he has reportedly spent millions and things are just as bad as before.

In the last few days I had several weekday morning calls answered in less than a minute, so progress of sorts. Unfortunately the adviser couldn't advise me of Edf's assumption for my annual consumption:D. Given time it would have been "back-calculated" from the monthly payment.:rotfl:

I see little evidence that the "millions" have been used to address MyAccount systems failings. I was informed by email that a review is triggered when the MyAccount "on demand billing function" is used, so my fault:(, though I can see no reference to "on demand billing function".

Anyway Eon, Scottish Power and SSE for at least 5 years have had online billing which could calculate an account balance without producing a bill unless in a quarterly billing window, so Edf's MyAccount is hardly progess. The review calculations may or may not be accurate, except advisers can't tell me my assumed comsumption or authoritatively whether Edf perform "spring-aligned" or 12 month "annual review", all of which are necessary to assess the accuracy of the calculation.

backfoot

http://www.dailymail.co.uk/money/markets/article-2060713/Watchdog-fury-EDF-centre-meltdown-likely-result-massive-fines.html

Still not responding within their promised 10 working days.

Hopeless.

jalexa

backfoot wrote: »

Hopeless.

I don't know what to make of Edf. My personal experience is that in the last few days weekday morning calls have been answered in less than a minute and I received a next day response to an email:T.

But reading the article it seems that the principle problem is "dodgy" DD recalc on every meter reading submission generating customer contact. I was informed it was not a meter reading function but an "on demand billing function", except nowhere is that clear on MyAccount.

Other suppliers systems only generate a bill (and DD recalculation) when in a "billing window". What I don't get is that Edf (apparently) can't see that sorting the system problem (simply inhibiting automatic DD recalculation) would be more economic than recruiting 700/1100 extra staff and paying the inevitable stiff fine. Did they forget to assert source code ownership (like the MOD with Chinook helicopters) and then fall out with their systems supplier?

Mon dieu ses pas sorcier

backfoot

Jalexa,

Have you had a bill from them yet?

On the first bill we received,it had one days consumption separated out, but still charged at exactly the same rate as all the other days?

It intrigues me why?

I have asked EDF along with the more important point, as to why they have taken the account balance by DD,even though I am in a DD Payment Scheme.

They haven't replied within the 10 working day timescale. The last time they did that they paid £20 goodwill....:)

lilliputian_2

I have no idea how to start a new thread or find an answer to this Question.Whe all this free or cheap insulation is offered ,is it possible to get the kind of insulation you want or is it always proscribed for you? I ripped up loft insulation which was contaminated by rodents and think the solid boards which can be put between rafters and wiped clean is the answer.Does anyone offer this option or do i have to fork out money I havent got or destroy yet more of the atmosphere?

macman

lilliputian wrote: »

I have no idea how to start a new thread or find an answer to this Question.Whe all this free or cheap insulation is offered ,is it possible to get the kind of insulation you want or is it always proscribed for you? I ripped up loft insulation which was contaminated by rodents and think the solid boards which can be put between rafters and wiped clean is the answer.Does anyone offer this option or do i have to fork out money I havent got or destroy yet more of the atmosphere?

Click on 'New Thread' at top left of the page.

jalexa

backfoot wrote: »

Have you had a bill from them yet?

I have received a "bill" everytime I have submitted a meter reading outside a 28 day window from a previous (billed) meter reading. The very first one had a completely idiotic 1 day period similar to what you describe. The DD calculations on the two most recent bills have been "plausible" excect that the annual consumption assumptions were not stated and 'spring-aligned' was not explicitly stated though I had both assumed that and had been previously informed by an Edf manager that my "annual-review" date was April 2012 (i.e less than 12 months). I was recently informed that the calculation cycle was "12 months" but detailed questioning revealled that was "misinformation", 'spring-aligned' it is. So take your pick.

My most recend contact has revealled at long last that the annual consumption figures they hold are not the figures I provided for the switch (apparently the figures are not passed, only the DD calculation is passed), the figures have been obtained from the industry database (though I was informed on a previous contact that did not happen:D). So take your pick.

The 12 month figures are "accurate" except they include last years exceptional winter consumption. I do not accept that as a basis for a forward calculation (IMO should be about 20% less). Neither (apparently) is the "assumption" modified by the customer (and meter reader) readings submitted:eek:).

Basically "hopeless" as you say.

Because they restore the previous DD so readily I lack a "killer complaint" but I think projecting forward using a previous year's inflated figure might be a good generic issue. In a way I'm sorry I'm not an Eon customer as I believe Eon could be shot out of the water. Unfortunately affected customers need to demand their rights to accurate use of their data. The Eon data posted here is a bit sparce.

janninew

Well after not being able to access my online account last week, I received my letter on Saturday with my new log in details (I didn't request them) and have been able to log in and access my details. My direct debit has been adjusted and I knew it wouldn't cover my usage, so I messaged them and received a reply today saying they had set my direct debit as requested so all good!