EDF - What are my options?

madeinleeds

Hi All

I am sure I am not the only one going through this with EDF - any advice welcome!

I switched last year for the £100 welcome bonus - all seemed going OK with the switch, but my online account froze - my electric set up - but gas didnt - this was a "known issue" and they were dealing with it (nearly a year now) - I had good customer support and I left it in their hands.

I could not input reading, so have been emailing them direct with readings- however, when I wanted to switch to a fixed deal due to the price rises last yr - I was told this wasnt possible due to the problem on my account - but they would make a note of it.

Since then, my account is all over the place. I am getting bills that seem just based on electric - only estimated and based on the wrong tariff.

My direct debit payments are random - 3 mths of £1 then £22 - I normally pay £80 for duel fuel.

I have emailed and emailed - no longer getting any responses.

I have no idea where I am with them, what I owe them or what I am being billed for.

My nerves are getting shot, as I dread the - oh, now its fixed you owe us X amount of pounds and we want it now!

I have been keeping my normal payments to 1 side for when that happens - but its not the point really.

What are my options? Can I leave? Is it breach of contract? Why wont they talk to me anymore?

Thoughts?

Thanks!

macman

I think you should talk to your original gas supplier, as it appears that the switch has not gone through to EDF on both.
If so, the can't give you any info on an account that does not exist-they can only sort out the electricity.
Follow the written complaints procedure for that-do not call or email.

HalloweenJack

dont email - they dont reply , or take months to reply ; case point i had a reply on friday to an email i sent in november!

chanz4

macman wrote: »

I think you should talk to your original gas supplier, as it appears that the switch has not gone through to EDF on both.
If so, the can't give you any info on an account that does not exist-they can only sort out the electricity.
Follow the written complaints procedure for that-do not call or email.

Why not call and write, its faster and can be resolved. It maybe even that the new supplier is pending national grid flows

macman

I was suggesting that the OP commences an official complaint procedure with EDF, the clock is then ticking on them to respond/resolve in the allowed timescale.
Not just writing a letter.

madeinleeds

Quick update - I am in the middle of the written complaints procedure - I have had a condescending letter telling me they can understand my concern and I should save my pennies up ready - but at this moment can not offer resolution to my issue.

My gas account is still broken - I have still not been paying for any gas since I joined EDF. My Electric payments are still wrong, still paying on estimated and still on wrong tariff. My direct debits are still fluctuating wildly and I have no idea what I owe them and not a clue if when they finally tell me whether I can even trust the bills they give me. I continue to supply readings to them - but am at a loss as to what happens to them when I put the phone down.

This is all driving me crazy - I want to switch - but have no idea if this is even possible whilst this issue is ongoing.

I know I am not alone, but I rue the day I chose EDF!

jalexa

madeinleeds wrote: »

What are my options? Can I leave? Is it breach of contract? Why wont they talk to me anymore?

Thoughts?

In my opinion unless there is a pressing need to resolve the issue quickly I would play a long game and get on with your life.

There is a lot you can do to help yourself. Keep regular monthly readings in a spreadsheet but do not provide readings to Edf unless requested. That simply results in a "random" or incorrect DD recalculation. Based on your estimate of annual consumption and the tariff you originally switched to, using a comparison website, work out your annual costs. Then work out the cost difference between the costs and what you have paid and are paying and set the money aside.

If Edf allow more than a year to elapse without billing you, then under the Billing Code unbilled energy supplied more than 12 months prior cannot be charged for.

Once/if the issue is resolved, if you have been disadvantaged financially, you are entitled to claim redress, if necessary using the Complaints process.

Alternatively if you particularly want to provoke the issue complain now strictly in accordance with the online procedure culminating in a letter or email to the directors office. If you remain disatisfied after 8 weeks you are then entitled to ask the Energy Ombudsman to assist. But not quickly.

Up to you and how much nervous energy you want to devote. I sense from your post not much.

backfoot

My own view would be to sit it out and let the backbilling rules apply.You have made more than enough effort. Do not submit any further readings for the reasons explained.

Eventually,if this debacle continues, you will be receiving a significant discount off your charges.

Put aside an equivalent amount to cover any real billing (within the 12 month cut off) if they surprisingly get around to it.

madeinleeds

Thanks all - not too clear on the backbilling rules - I have been billed electric charges - but not gas - my supply started on 3rd March 2011 (not late feb as I thought)

Also - digging into my account, as suggested I am working through to find out how much I used and only just noticed I have been billed for 31 Jul - 31 Dec Electric charges twice!

Terrylw1

macman wrote: »

I was suggesting that the OP commences an official complaint procedure with EDF, the clock is then ticking on them to respond/resolve in the allowed timescale.
Not just writing a letter.

Exactly, and you will get to someone with more training, time and access to back office experts. If it can't be resolved over the phone with the call they refer it off but it will be a lower priority plus they have to report on outstanding complaints and sla's so more motivation to sort it.

jalexa

madeinleeds wrote: »

Thanks all - not too clear on the backbilling rules -

read up here...http://www.energy-retail.org.uk/industrycodes/code-of-practice-for-accurate-bills/