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

backfoot

macman wrote: »

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.

I understand this was a limitation of the old system. As a result,they included this in the T and C's to bide them over. Unfortunately, at the outset, this became gospel and customers were being told it was law.

Only when challenged, was it conceded, as the Solicitor to whom I spoke realised they would be slaughtered if they ran it.

For a long time they still maintained customers would have to raise the claim but as time went on they indicated (to Snowcat and others) that they would reimburse customers as a matter of course.

As with all things EDF a mess.

Your recent sign ups are probably to the new system which I think copes with different tariffs. Well it had to do something !:o

macman

Thanks. Yes, both were under the new system.

AbbieCadabra

this is the reply i received regarding discrepancies on the statements i received against billed charges that i can access on my account (the differences were actually VAT) -

"The reason the VAT is not displayed is due to quarterly bills displaying the VAT charges, your accounts were paid before these accounts were finalised on the same readings and dates as your quarterly bills. Your final bills were sent with a £0.00 balance as you had already made payments, on this basis the VAT would not be displayed as this had already been paid."

i've replied & said that makes little sense to me. the simple fact is that the bills the customer gets to see are different to the charges actually levied, how can that be correct?

anyway, i'm giving up now as the 'manager' i'm dealing with isn't really answering my queries nor is he offering any apologies (perhaps he's given up too? ). yes, i've had a gesture of goodwill payment but it's done very little to alter my opinion of how this has been handled. i've just said that i consider the matter closed & i hope i don't have cause to contact them again for the remainder of the period that i'm tied in.

it's noticeable that the number of complaints regarding EDF have increased of late, i don't care what i'm told, they are in a real mess & it is NOT improving.