EDF Bill for 15 months use. Deleted invoices. Advice please.

sixties_chilled

Dear All,

I was just wondering if anyone could give me some advice on the following.

Joined EDF online saver 7 in December 2010. The account went live 31st December but there was a problem switching the gas over. We finally got a letter saying it was all resolved in April 2011. We have been updating our gas and electricity readings online. We have received online invoices in April, July and December but these invoices were only for electricity. We have twice responded to their requests to reduce our standing order from £102 initally by asking for them to be increased to £120 and £135 currently. We had built up a credit of £800 by the 12th of March this year. I sent an email asking for a payment of £665 to be sent to us and EDF have responded by sending a bill for January 2011 to March 2012 of £1501 - the £700 we had paid them and the £800 credit we had built up leaving us with £1 in our account. They have deleted all the 3 previous invoices from our account.

The readings they have used other than the first and last are all estimates but are broadly in line with our actual readings but as they have removed all record of our actual readings and invoices they posted on our account are they allowed to invoice for more than 12 months in one go. When they have done the calculation for the new invoice they have not included the £100 wecome bonus they originally credited to our account. Are they allowed to delete invoice records from customers accounts.

We have sent an email to EDF for an explanation but have had no response. If we switch will it be more difficult to get them to pay back the £100 and any other amount they have over invoiced us.

Many thanks for you thoughts

Terrylw1

They can correct your billing in 1 massive bill if needed but they have to explain what the bill overs and when recalculating they should use all credits and bonuses that were previously applied.

Perhaps whoever did the recaculation has made some mistakes?

The fact they have replaced bills doesn't mean they are gone, its just that you can't see them. They will be able to and they should still be attached to your account.

You could also make a complain and ask for a full breakdown where have the credits gone, etc.

backfoot

I would advise the following specific actions.

1.Use the EDf website to find the email links to make a complaint. http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Step 3.

2.Ask for their latest bill to be revised in accordance with the Backbilling Rules. i.e. they can only bill for amounts consumed within the last 12 months.

3. Provide them with your latest actual readings for gas and electricity and quote the specific date.

4. Ask for them to reinstate your Welcome Bonus. Ask them to show all payments made.

5.Ensure you have received all discounts. eg. dual fuel and DD.

6. Request a payment of compensation. given the circumstances I would be asking for £100.

If any of these matters are not resolved to your satisfaction ask them to place the matter in deadlock and refer the case to the Energy Ombudsman.

On the wider point of withdrawing previous bills/ cancelling charges you may be interested in the attached thread.

https://forums.moneysavingexpert.com/discussion/3631841=

Good luck.I hope this helps.

sixties_chilled

Thank you both for your prompt and helpful advice.

We have written an email to EDF but had just written it on their contact us page. We did not think to ask for compensation but will add this in. We had checked our account on the 14th before uploading our latest readings and all 4 previous invoices and the latest offer to reduce our DD were on our account. After we asked for the extra money in our account to be refunded to us all the previous invoices and the offer to reduce our direct debit have been removed. We have searched all the account pages and there is nothing other than the new invoice. The thread mentioned is very informative. On the 15 month invoice they have given us credits for direct debit and dual fuel. Is there any way of checking what the dual fuel discount should be. The credit on the invoice is for £9.38 for a £1500 bill.

I will post again when I get a reply from EDF

Terrylw1

The dual fuel discount may be recorded on their website. Those types of discounts are often fairly static so you might have luck this way or if you post your tariff in another thread perhaps one of the posters may be on it.

sixties_chilled

UPDATE I have recieved a reply to my initial email. They have agreed to pay back the gas they did not invoice us for that is over 12 months old. They insist that the welcome bonus was included in the new bill although having looked at it I cannot workout how as the bill is for the number of units we used at the tarrif we agreed. I will send another email requesting an explanation but at least they have responded quickly to part of the email and agreed to credit to our bank account the gas covered by the back billing agreement.

backfoot

Nice result and very pleased. Shame you have to point it out to EDF. A lesson to the many other customers likely to be in a similar position.

This could cost EDF huge amounts and they deserve it.:)

My welcome bonus for OS7 was on the very first bill I received. If they have totally rebilled you the Welcome bonus should be visible. If it isn't and it isn't included in any b/f balance then ask them to credit it or show clearly where it is.

dogshome

EDF's Duel Fuel discount is £8 a year, which works out to 2.19p a day for however many days the bill covers, and is applied to the Gas acount.

The £9.38 credit on the bill would be for a billing period of 428 Days