Urgent Advice Needed please EDF issues

PRINCESSX87

Hi,
I need some urgent advice, As I feel way out of my depth with EDF.
I have had nothing but continuous issues with them & now they are threaten me with disconnection.
Recently someone from their customer service team listened and advice me that she wanted the meter checked as it sounded like the night rate was running all the time, giving the high cash amount that’s been running for a year.
I have done nothing but complained as I knew something was wrong and feel like EDF didn’t listen for a year hence why now they are putting me in debt.
The chap came out and took one look at the meter and realised straight away that there was an issue and refitted a new meter. He told me that he would be letting his department know that there was a clear fault and therefore, Customer service should be in touch with me within 3 weeks.
Whilst he was at my property, He called his manager who agreed to transfer him to CS and they spoke to me, Promising that this was being looked at and to give them around a month with the new payment details as it could turn out that EDF owes us money. I then went on to ask the agent if I should carry on with my weekly payments, She told me not too, As she would re look at the bills and a letter would be sent to me with a new card & payment plan.
So ive been waiting & waiting. I called last week and was told the systems was down so no one could access my account but not to worry.
However yesterday ive received a letter telling me that they are coming to cut me off on the 14th April because they haven’t received the full payment amount of nearly 500!
Ive been trying to call them since yesterday midday & can never get hold of anyone. I tried again this morning from their opening hours and was sat on the phone for nearly 45 mins, Still with noone answering!
So where do I stand, Because all I’m seeing is:-
I’ve tried for over a year to get this issue sorted and was ignored
Finally, the error was found to be with EDF, But ive got the pleasure of being in debt because of them.
Now I’m being cut off & refused to be moved to another company
I can not get hold of anyone who can help me
　
　

jalexa

PRINCESSX87 wrote: »

So where do I stand, Because all I’m seeing is:-
I’ve tried for over a year to get this issue sorted and was ignored
Finally, the error was found to be with EDF...

There is obviously a lot going on here. I can only advise about complaint handling. Edf (like all regulated organisations) have a formal complaints procedure. You need to follow it scrupulously. If you do and you remain dissatisfied at "deadlock", or after 8 weeks - whichever occurs first - you are then entitled to ask the Energy Ombudsman to investigate the complaint. Though this may not be helpful (to you) at this moment in time, you have wasted a year.

Might be worthwhile contacting Consumer Direct. Other posters have reported Edf "success" using that route. On the "disconnection" threat contact Citizens's Advice immediately.

dogshome

Hi PrincessX87 - Typically, EDF have screwed up once again - STAY OFF THE PHONE and write a letter headed Complaint

Consicely list as best you can the history of your complaints prior to to someone at EDF taking an interest, followed by as much detail as you can give of the meter exchange and the following saga

With this letter on file, EDF should cease all demands for payment until the matter is settled, and if that time frame runs beyond 8 weeks you can go directly to the Ombudsman.

undaunted

If I read your post correctly and you've already had an unresolved complaint for a year you can go to the Ombudsman now. That should stop any action by EDF until the Ombudsman addresses the issue. http://www.ombudsman-services.org/energy.html

I would also go with complaining to EDF in writing in the meantime. Specifically state the issues you mention and that they have acknowkledged there to be a problem even if they have so far failed to resolve it. As a result you are disputing the claimed balance is correct and reminding them that the Electricty Act states they may not disconnect supply in cases of genuine dispute

Terrylw1

Its difficult to advise other then to say complain.

However, your complaint would be better if you could have some statements in about the situation, but I can't see what it is from your post.

So, what was wrong with the meter? If it was stuck on night rate, any attached heating would also be perminately on unless you took steps to independently control it.

If this was the case, the supplier may be backbilling you to spread your consumption over day & night. Usually when its in the customers favour, suppliers leave it and resolve it from the meter change only. They cant prove the consumption they estimate is ever right. They should also spend time monitoring your consumption on the new meter to do this unless they have enough prior to the fault occurring.

The customer service bod saying don't pay was irresponsible. Suppliers have to ensure customers are not put in needless debt by their actions or inaction per ofgem. They should perhaps have reduced them.