MSE News: Energy customer complaints soar

harz99

danthemoneysavingman wrote: »

Anyone else have trouble transferring their gas, particularly, to EDF? my transfer started in July, still waiting for gas to be finalised. Various members of my family also had exactly the same issue, and EDF blame TransCo as far as I can tell...

anyone know anything?

Similar problem; although I think the fault lies with my original provider - First Utility - who despite having had their final bill settled still have the account open and send me emails saying "your next bill is available online" only to show nil use and a nil balance.

Having dealt with EDF for a number of years in my previous house, I had no complaints and thought all would go smoothly - 'leccy did gas hasn't.

themintyweasel

EDF have failed, even when given the reading from my new energy supplier, to correctly give me a final bill.

I have called on numerous occasions, spending at least 4 hours on hold, to get the final reading corrected and therefore get a final bill.

I now have a letter from a debt collection agency.

If I pay them the money they require it will be £1000 (I was £600 in credit when I requested the final bill).

A simple mistake which can be easily rectified. Why are they making it so difficult for themselves?

Consumerist

themintyweasel wrote: »

EDF have failed, even when given the reading from my new energy supplier, to correctly give me a final bill. . . I now have a letter from a debt collection agency.

The first thing I would suggest is to write - don't phone under any circumstances - to the DCA to dispute the debt. They should then give you some time to sort out the problem but if they don't there are actions you can take to curb their enthusiasm; you can read all about this on the debt-free wannabe board.

You should then start the companies formal (written) complaints procedure. Preferably send a letter, headed in bold print with the word Complaint; send it by Recorded Delivery post. This will start the clock ticking for referring the complaint to the Energy Ombudsman - EDF will have eight weeks to resolve the complaint. If they give you an unsatisfactory final response before that time, you can refer it to the Ombudsman at that time without waiting any longer.

Unfortunately, this process does take time but the problem will be resolved once and for all.

themintyweasel

Thanks for the great advice Consumerist Letters are being written today.

Consumerist

themintyweasel wrote: »

Letters are being written today.

DCAs are usually a right royal pain where the sun doesn't shine.

I suggest you include a requirement in your letter (send this by Recorded Delivery post as well so they cannot deny receipt) for them to contact you only by post. Regulations require them to comply with such a request. If they phone you, refer them to your letter and don't enter into any discussion over the phone - your words are likely to be twisted or even invented. Given half a chance they will bamboozle you into agreeing to something which you later regret. Be advised.

You could help yourself a lot by having a look through the Debt-free wannabe board to see how others have successfully dealt with DCAs. Be prepared.