EDF Energy: upping direct debits by random, huge & unnecessary amounts

snowcat53

I agree it is disappointing. I will wait a few more days for a response from edf to my complaint (it's been a week but included the new year holiday) and then take it up formally with CF and the ombudsman.

I didnt quote the last part of Colin U's email (which may be useful for others):
" With regards to your specific complaint, I would advise you to contact Consumer Direct 08454 040506 if you are unhappy with the resolution offered by EDF.
If you remain unhappy you can also contact the Energy Ombudsman, details can be found on their website:
http://www.ombudsman-services.org/energy.html "


'Resolution' would be a fine thing

brewerdave

snowcat53 wrote: »

'Resolution' would be a fine thing

My two experiences of EDF Customer Services is that the "resolution" is an immediate backtrack on the DD increase!
:rotfl:

t0rt0ise

Pont wrote: »

As an aside, has anyone checked that they have received the £100 discount from going through Quidco (online saver 7)? I've received the £80 cashback from Quidco but as yet can't find the £100 discount from EDF - it doesn't seem to show on any statements. In my case if the £100 hasn't been applied, then I owe a grand sum of £127 which, according to EDF's T&Cs would not warrant any increase in DD payments (under £150).

The £100 discount was applied right at the beginning for me.. £75 credit on elec bill and £25 on gas.

By the way I wouldn't rely on email at all, they don't seem to answer them. I'd write a proper letter sent my mail if I wanted a sensible reply.

victor2

t0rt0ise wrote: »

By the way I wouldn't rely on email at all, they don't seem to answer them. I'd write a proper letter sent my mail if I wanted a sensible reply.

I wrote to them on December 4th and still haven't had a reply, sensible or otherwise.

I don't try to communicate with them at all now. I track my usage myself. I'm paying them a monthly DD which more than covers my usage. They've adjusted it 3 times and I've had it put back to what I originally set it at. I don't enter readings online any more and will not until they request one, which thankfully they haven't for a few months now. My meters are inside, so they can't read them without me knowing.

snowcat53

Given lack of response to my email on 9 dec requesting refiund of credit balance and DD expalanation or to my formal complaint of 30 dec, i phoned Consumer direct. They say they can do nothing until have given edf their 10 working days to respond to the formal complaint.

The lesson here for me and everyone who has a problem with a supplier is to write a formal complaint letter as soon as possible and dont wait for them to get round to responding to other emails or messages. They can string this out forever otherwise.

CD also told me there is no timescale in which the supplier has to repay a credit balance eitiher!

The balance of power between customer and supplier is all wrong here. These consumer bodies (and what a confusion of them!) appear toothless.

jalexa

snowcat53 wrote: »

The balance of power between customer and supplier is all wrong here. These consumer bodies (and what a confusion of them!) appear toothless.

Indeed, but I do not think the problem is "toothlessness". That would imply they had actually recognised a problem, engaged with consumers, investigated the issues, then reported [their "toothlessness"].

Regarding the "no timescale" remark, that is complete nonsense but then the representative that deigned to speak with a consumer may have been less competent than informed posters in this forum, including yourself. The regulations require the refund to be in a "timely manner". That is not the same as "no timescale", so an unhelpful, uninformative, possibly incompetent remark.

It would have been nice to think that the evident complacence is a result of being "pressured" by their casework. Sadly I doubt that is the case.

snowcat53

A formal reply to my complaint from EDF at last.
On the point about the DD amount:

A. We start by working out how much gas and electricity we think you'll use over the next 12 months. We do this by looking at any meter readings that have been provided to us however, if meter readings aren't available then any property details that you have provided us will the be used.
In addition to any information that you have provided on your current energy costs as well as any agreed debt amounts. We then divide the cost of what we think you'll use into equal payments. This spreads your energy costs evenly throughout the year, so that you don't end up paying low bills in summer and high bills in winter

They just dont seem to get (or perhaps I wasn't clear enough) that is needed is the actual calculation, as the figure they produce doesn't tally what they say (which is sensible).

agip

Well, well... My account is in credit by £43, the estimated yearly usage as calculated by EDF on the bill is £993 and yet they want increase my montly direct debit to £284!!!!!We are not speaking about a few pence here and there!!!! 30 mins on the phone, no apologies but a reduction of DD to £100 when it should be £80.
Obviously they are short of cash to finance the OLYMPICS....
BEWARE

snowcat53

It is now crystal clear that EDF do not have a fit for purpose system for estimating direct debits. As evidence m’lud I submit the following 2 email replies - both received today - from customer services. I had asked them to explain how they came to the DD figure first of £109 pcm then 2 days later £89 pcm.

Reply 1
With regards to your e-mail providing a full explanation of the direct debit calculations I can advised (sic) that your yearly usage on the gas works out £360.00 and electricity £325.00. So the monthly amounts should be about £30 for gas and £27.00 for electricity. I can see you have a credit on the account of £262.00 which will only increase if you continue to pay £89.00 which is what your latest bill has suggested you will go further and further in credit.

If you want to reduce your direct debit and also if you would prefer to have the credit put back into your account please e-mail back and advise.

I replied that it was they who had proposed the 89 so asked how they had worked that out? and secondly based my last years kWh usage I estimated my annual bill would be 1258 pa. not the 685 they predicted. Thirdly they had rebated the 262 eleven days ago!

Reply 2 (from different person)
After checking your account I feel the predicted direct debit of £57 is too low.
To calculate the usage I have went back to our old system to confirmed reads taken by yourself on 01.04.2011.
I have worked out the usage from this point up to the reads you provided 02.12.2011 using this info calculates your direct debit to be as follows:
electricity £45 per month
gas £35 per month
total £80
baring (sic) in mind these calculations are based on last years usage when your prices were lower, due to your tariff ending.
Taking this into consideration I think £89 should be ok to cover your usage from now.

So they don’t even take into account the new tariff when working out the DD! There can be no pretence that they have a fair or rational system. I would like CF io take a look at this and act.

victor2

Not only do they have a not fit for purpose system, you've got to question if their CS staff are fit for purpose too. Their inability to have a grasp of basic English language is the least of their problems.
I'm putting off gving them readings as long as possible. Then at least they won't adjust my DD amount and I won't have to spend an age getting a human who doesn't know what they're doing, but does have the capability to put the amount back to what it originally was, and is more than enough to cover my usage.