EDF - Customer Service/Systems are absolutely useless...

macman

Interesting to see that the EDF rep's MSE joining date was Feb 2010, but has only today made their first post? 21 months of lurking?

brewerdave

macman wrote: »

Interesting to see that the EDF rep's MSE joining date was Feb 2010, but has only today made their first post? 21 months of lurking?

Will it be the first ...................and last post ???:rotfl:

MillicentBystander

EDF should use the role as a way of getting greater productivity out of their CS reps - the most productive gets a posh car for the month and the least productive gets the job on here!

Smoggie69

I would just like to know why it took over 3 months to register my account when I started on OnlineSaver7 last December? Having looked back through my bills I saw that I was on the Standard tariff for all this time. This means the 12/13 month tariff I signed up for is only really for 9/10 months!! I can't believe that this isn't back dated.

Also, they've just put my DD up because I was £115 in debit on the Gas bill. I was also credit for £120 on the electricity. The day after they combined my accounts to one so I was about £5 in credit, but with a DD up from £65 to £103 a month!!!

Very sneaky on both counts!!

backfoot

Smoggie69 wrote: »

I would just like to know why it took over 3 months to register my account when I started on OnlineSaver7 last December? Having looked back through my bills I saw that I was on the Standard tariff for all this time. This means the 12/13 month tariff I signed up for is only really for 9/10 months!! I can't believe that this isn't back dated.

You were done. Claim it back. At the time I took this issue up with EDF and they promised to correct this appalling treatment.

Do not accept any suggestion that it is legal because the T and C's made reference to it. It is basically an Unfair contract condition

https://forums.moneysavingexpert.com/discussion/2910520 (post 87)

https://forums.moneysavingexpert.com/discussion/3054144= (post 10)

macman

Perhaps the newly unveiled EDF rep would care to comment?

backfoot

macman wrote: »

Perhaps the newly unveiled EDF rep would care to comment?

Yes because we were led to believe that all affected customers were to be written to and their accounts adjusted for the blatant overcharge.

Kerry, what is the position ,please ?

macman

I expect she'll be along in the next 21 months or so...:D

snowcat53

This is what I had from edf when I sent a formal complaint in aboiut being charged the standard rate while they faffed about.

"Thank you for your e-mail dated 15 April 2011.

Please allow me to apologise for the confusion caused by my colleague's response to your original complaint.

When a customer joins EDF Energy, their account is always set up on our Standard pricing as this is necessary to open your account. We then automatically change the account to the requested tariff, which is usually completed within a matter of days. Our system then automatically reviews these accounts and a credit is applied to compensate for the difference in charges between the Standard prices and the requested tariff.

Unfortunately, the Online S@ver v7 tariff was not automatically applied which caused a delay in our system adding the credit to compensate for the difference in cost. I am very sorry for this delay and thank you for bringing it to our attention. I can assure you that this is a rare occurrence as our automated processes are usually very prompt."

So as Backfoot says, fight them. In fact if they are still doing this it calls for more formal action -they deserve a hefty fine.

macman

snowcat53 wrote: »

This is what I had from edf when I sent a formal complaint in aboiut being charged the standard rate while they faffed about.

"Thank you for your e-mail dated 15 April 2011.

Please allow me to apologise for the confusion caused by my colleague's response to your original complaint.

When a customer joins EDF Energy, their account is always set up on our Standard pricing as this is necessary to open your account. We then automatically change the account to the requested tariff, which is usually completed within a matter of days. Our system then automatically reviews these accounts and a credit is applied to compensate for the difference in charges between the Standard prices and the requested tariff.

Unfortunately, the Online S@ver v7 tariff was not automatically applied which caused a delay in our system adding the credit to compensate for the difference in cost. I am very sorry for this delay and thank you for bringing it to our attention. I can assure you that this is a rare occurrence as our automated processes are usually very prompt."

So as Backfoot says, fight them. In fact if they are still doing this it calls for more formal action -they deserve a hefty fine.

But why? What kind of half-baked system is this? It knows what tariff you have selected, so why can it not apply the correct rate for that tariff from day one?
Having said that, I have switched both myself and my mother to EDF this year, and on both first bills the correct tariff has been applied from the outset.