EDF taking random payments from my current account yet I'm over £100 in credit!

mmmsnow

Hi guys,

I switched to an online tariff with EDF about 18 months ago. During the 12 months I was locked into the tariff, I was unable to use their on-line system because they were changing it/it was being merged/some other rubbish. The main reason I went with them and chose this tariff is that I manage all my affairs on-line. Anyway, after complaining every couple of months for the whole year, I finally ended up with access to ONE on-line account - unfortunately, my gas and electricity accounts are separate (even though I signed up as dual fuel) and there's no way to register both accounts to the same e-mail address (wonderful IT, well worth the wait!).

After announcing a new tariff (blue something), I called up and changed over. An account was created for both electricity and gas (yeay, finally) but there was an issue closing down my two original accounts. Now, I've discovered that EDF have not closed these accounts and are taking random amounts by Direct Debit this month: I agreed to pay £70 (which was taken at the start of April) but then £13 was taken in the middle of the month and now £42 a couple of days ago.

I am in credit (£70 for the new account, £104 for the old electricity account) and there is no move on their part to refund me the balance of the old accounts.

I have had no luck with their on-line customer "care" (in the past they have taken an average of two months to reply to my e-mails, even though it stated "10 working days" for a reply) and every time I call them, I sit on hold for half an hour and then get told it will be dealt with but never is! Does anyone know the best way to get this sorted? I've completely lost faith in their call centres and I would love to hear any ideas you may have.

McKneff

Ive never had a problem getting things sorted out over the phone to be honest.

Phone again, be firm, tell them 'it wil be dealt with' isnt good enough,
'deal with it now, while I am on the phone' fortunately its a freephone number.

mmmsnow

I was firm last time and I thought I was getting somewhere. The guy I spoke with was really good and said it was done. He later phoned back when I was out and left a message to the effect that a problem had occurred and that IT was going to sort it out. He said he'd call me back when it was done. I've heard nothing from them and the call centre people I've spoken to today seem to think that their hands are tied because it has been passed to IT.

McKneff

Very frustrating, cant think of any other solutions, sorry.
Hope you get it sorted soon

Premier_2

mmmsnow wrote: »

Hi guys,

I switched to an online tariff with EDF about 18 months ago. During the 12 months I was locked into the tariff, I was unable to use their on-line system because they were changing it/it was being merged/some other rubbish. The main reason I went with them and chose this tariff is that I manage all my affairs on-line. Anyway, after complaining every couple of months for the whole year, I finally ended up with access to ONE on-line account - unfortunately, my gas and electricity accounts are separate (even though I signed up as dual fuel) and there's no way to register both accounts to the same e-mail address (wonderful IT, well worth the wait!).

After announcing a new tariff (blue something), I called up and changed over. An account was created for both electricity and gas (yeay, finally) but there was an issue closing down my two original accounts. Now, I've discovered that EDF have not closed these accounts and are taking random amounts by Direct Debit this month: I agreed to pay £70 (which was taken at the start of April) but then £13 was taken in the middle of the month and now £42 a couple of days ago.

I am in credit (£70 for the new account, £104 for the old electricity account) and there is no move on their part to refund me the balance of the old accounts.

I have had no luck with their on-line customer "care" (in the past they have taken an average of two months to reply to my e-mails, even though it stated "10 working days" for a reply) and every time I call them, I sit on hold for half an hour and then get told it will be dealt with but never is! Does anyone know the best way to get this sorted? I've completely lost faith in their call centres and I would love to hear any ideas you may have.

If you have simply transferred from one tariff to another with the same supplier, it is unlikely the supplier will refund any accumulated credit at time of transfer (unless you specifically ask them to); rather they will just carry over the credit to future statements.

Now regarding the Direct Debits, you are fully covered by the terms of the Direct Debit Guarantee.

This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits

• If there are any changes to the amount, date or frequency of your Direct Debit (insert your organisation name) will notify you (insert number of ) working days in advance of your account being debited or as otherwise agreed. If you request (insert your organisation name) to collect a payment, confirmation of the amount and date will be given to you at the time of the request

• If an error is made in the payment of your Direct Debit by (insert your organisation name) or your bank or building society you are entitled to a full and immediate refund of the amount paid from your bank or building society

- If you receive a refund you are not entitled to, you must pay it back when (insert your organisation name) asks you to

• You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

If you believe the above applies to you (and an Originator taking random amounts as they feel without the appropriate advance notice does!) then simply contact your bank and ask for an immediate refund

mmmsnow

In order to merge the two accounts, they had to be closed down and a third one opened (EDF have a terrible system). I've ended up with three accounts, one for gas, one for electricity and one for both.

Terrylw1

I understand what you mean, they have merged the old 2 accounts to a new one (which I'm sure they could have always done since you've only asked ir a tariff change!) But they have to close and open the account using the same readings and a +1 data different between the closing and opening dates.

Can you see that the debits have come from the old account accounts or money received into the old accounts?

If you were in credit, they would transfer it over and leave you with a nil balance on the old accounts. So, it sounds like there are more issues in there over the data used but its not possible to really understand it yet.

You could easily use the DD guarantee for the unexpected odd amounts as long as you are sure the others match to the new account.

I know heir SAP system sounds rubbish but I don't buy this being an IT issue. Its far more likely its a process error with the transfer of data as mentioned above.

jalexa

mmmsnow wrote: »

the call centre people I've spoken to today seem to think that their hands are tied because it has been passed to IT.

Well they may well be "powerless" but the issue is not resolved until it is resolved. Just a typical customer service get-out.

This may not bring quick results but it is the next stage in the process, you need to raise a formal complaint strictly in accordance with the Edf Complaint's procedure. If you are not 100% satisfied with the response after 8 weeks you are then entitled to ask the Energy Ombudsman to consider the complaint. Some posters have reported success using Consumer Direct.

wakeupalarm

Don't waste your time dealing with EDF Customer service, just make a formal complaint and take it to the Energy Ombudsman if they don't resolve it to your satisfaction.