EDF Fail Ofgem Direct Debit Rules

jalexa

backfoot wrote: »

I suspect a set of inexperienced Consultants were let loose on some poorly defined business requirements.

To me its not the recalculation which doesn't compute but the entire business process. Why isn't the core functionality at least as good as a legacy system, unless it is.:D It's not as if they have chosen a "cheapskate" integrator, they have chosen "the market and technology leader in business management software, solutions, services for improving ... business process". Why was the board level instruction to "spend what it takes" implemented as another 1,100 more staff rather than sorting the "dysfunctional" system and reducing staff, which was probably part of the original MyAccount justification. Sorry new staff.:( Almost a year later why do customer services letters still have the same Director's name?

Something just doesn't stack up.

Though perhaps the essential difference between Edf and E.ON is the Edf "soft-ball" approach to reinstating the previous payment. A lesson there for the E.ON Customer Services Director perhaps.

backfoot

jalexa wrote: »

To me its not the recalculation which doesn't compute but the entire business process. Why isn't the core functionality at least as good as a legacy system, unless it is.:D

Though perhaps the essential difference between Edf and E.ON is the Edf "soft-ball" approach to reinstating the previous payment. A lesson there for the E.ON Customer Services Director perhaps.

Yes the entire process is flawed. Customer records not correct, incorrect DD's with some like ours missing, inconsistent use of meter readings,variable and random value DD's, weird format of bills (for some,not all) . Indeed, if you are very unlucky, like us, you get all these features.:eek:

Generally, this system is notoriously expensive, unwieldly and prone to the feature of having to fit the solution to the business requirement. Invariably that is expensive and done innacurately by third party consultants. In my experience,they are useless.

I think EDF tried to buy time with additional staff while they try and unravel the mess. I am not seeing much progress and in the meantime they cannot give logical answers to the types of query you, me and others new customer's are experiencing.

Changing DD's back on request is only to be expected. It .however, misses the point that we shouldn't have to put up with this nonsense. I want more fundamental change so that the systems are correct and functional.

As we know,the suppliers have customer bases of millions, mostly inherited from Area Electrcity Boards and BG. The whole process is simple and has gone drastically backwards. For some reason, it keeps needing the likes of MSE'ers to bring these day to day problems out into the Regulator's view.

backfoot

EDF have actually responded today after four weeks of inactivity and seven weeks since the original complaint.

They said

'EDF do take Customer complaint’s seriously therefore I have passed your e-mail onto my Manager.'

:rotfl:

brewerdave

jalexa wrote: »

Just received my annual review reading request email. Took 3 days to arrive, some sort of French snail email perhaps. Now I have documentary proof that I have been "short first-yeared" even though Ofgem published guidance says "anniversary".

I switched in July ,I believe shortly after you did jalexa. So I await my email with baited breath !!:rotfl:Because I haven't had a bill since late November and the Winter was generally mild, MyAccount shows that I'm nearly £900 in credit!!!! This will no doubt trigger a massive change in DD - up or down?? Who knows?Wonder if I could get odds on Betfair?:rotfl:

jalexa

brewerdave wrote: »

I await my email with baited breath !!:rotfl

Might be worth phoning up and asking for the date. It will be set in the system. Yes I started mid July. Apparently (it says so in an email I have:)) the actual review date is influenced by meter reader schedules for the area you are in:D.

Which is a slightly absurd explanation since you are welcome to submit your customer review read any time during the review billing window (about 3 weeks) and if no reading (including meter reader reading) is forthcoming, then the read is estimated.

I plan to submit a reading the day after my payment is credited. Smart observers will see an obvious problem if a meter reader provides a reading the day before the payment is credited:(.

Also I have just had a meter exchange, imperial to metric. That'll test the dodgy system.:rotfl:

easilyamused

Oh dear. I think I've just found myself on the receiving end of EDF's shambolic way of doing business too.

Have been paying £69 a month for gas and electricity since the end of August. Received a review a few days ago saying the direct debit for my electricity would now be £10 a month. No mention of gas until today. Now have a revised bill for my gas and they've decided they're going to charge me £120 a month for that. So from £69 to £130 per month. And I'm still £79 in credit on the account!!

Seething.

They've been utter rubbish from Day 1. Can't wait for my contract to end and jump ship to someone, anyone, else!

jalexa

easilyamused wrote: »

Have been paying £69 a month for gas and electricity since the end of August. ... And I'm still £79 in credit on the account!!

If you have been paying £69 a months since August and following customer reads and a bill generation you are still £79 in credit, just tell then to reinstate the £69.

IME I would not expect much resistance to that request. In fact you should be able to blag either a £10 reduction or a £69 refund.

Terrylw1

In terms of post legacy technology, we aren't talking SAP are we by any chance? If you are, you might find it interesting that some suppliers have purchased "off the shelf" core products and built around them. Some of these were designed for Australian and Indian markets which are very different. These core units are hard coded and cannot be changed as by licence them, so no IPR ownership. They could easy ask for changes but the costs are going to be much more than that of a licence.

Then anything else will have been built by wasting a few million on money grabbing consultants who dont care once they hve moved on!

Back foot, just look on it this way...pushing to the ombudsman causes them to be charged and your complaint pops up on the monthly reporting sent to all suppliers. So, more complaints equals more damage and the possibility they will be told to improve or maybe lose some of their stars.

brewerdave

jalexa wrote: »

Might be worth phoning up and asking for the date. It will be set in the system. Yes I started mid July. Apparently (it says so in an email I have:)) the actual review date is influenced by meter reader schedules for the area you are in:D..

Also I have just had a meter exchange, imperial to metric. That'll test the dodgy system.:rotfl:

If we get a wet day anytime soon,I might amuse myself by phoning re the "review date" ...but its too nice at the mo' to sit indoors waiting for Customer Services:)
Previously we have had our meters read every 3 months - however as far as I'm aware no-one has been since late November - so it may have slipped to 6 monthly so May perhaps??By then I should be sitting on an account credit of nearly £1100 against a bill of less than £800!!!

Oooh, a change of meter - that'll certainly cause the Spectrum 128k to hiccup!!:rotfl:

Terrylw1

brewerdave wrote: »

If we get a wet day anytime soon,I might amuse myself by phoning re the "review date" ...but its too nice at the mo' to sit indoors waiting for Customer Services:)
Previously we have had our meters read every 3 months - however as far as I'm aware no-one has been since late November - so it may have slipped to 6 monthly so May perhaps??By then I should be sitting on an account credit of nearly £1100 against a bill of less than £800!!!

Oooh, a change of meter - that'll certainly cause the Spectrum 128k to hiccup!!:rotfl:

You're way to generous, i was think more 48k...or was that what they upgraded from...someone should let Alan Sugar know, he's probably got a few hundred Amstrads knocking around...ones with a disc drive on for the executives of course...:rotfl: