EDF increased direct debit x4 despite being in credit

arkspur

Just wanted to share the fact that I checked my online bill from EDF this week to find that they had reviewed my monthly direct debit payment for gas and electricity, and were proposing to increase it x4 despite the fact that my account was in credit at the time of year it might be expected to be in debit.

I called their customer service desk who were totally unsurprised and immediately offered to restore it to the original level. I was somewhat dumbstruck at the casual response so thanked them politely and rang off, but probably should have asked them to decrease my payment rather keep it the same. From reading the article on this website it looks like I was actually due a refund if they "automatically" give one on credit balances over £150.

Anyway, I suspect I won't be the only one that has experienced this....beware!

victor2

It happens all the time with EDF, although a x4 increase when you're in credit at this time of year does sound a bit unusual.
Customer services were not surprised because it happens so often - that's probably why they offered to put it back where it was. So long as you are comfortable that your payments are covering your cost, don't give them any readings until they ask for them or come to read your meters. That cuts down on the number of times you have to call them to get the DD put back to something more realistic.

Terrylw1

Yeah, it sounds like whoever constructed their new SAP turkey would get linched by the call centre. Sounds like an automated billing routine that is well known to be incorrect otherwise the call centre staff would be checking it rather than just backing straight down.

Ah, consultants...

jalexa

arkspur wrote: »

From reading the article on this website it looks like I was actually due a refund if they "automatically" give one on credit balances over £150.

Your report appears to be a fairly extreme version of a common experience. Up to you whether you challenge the practice of what is "free-money" for Edf.

Regarding the "£150", this is only automatically refunded at 'annual review'. Do you know whether this review was your 'annual review'?

Your bill says this "we calculate your monthly payments using your current balance and what we expect you use....". Do you know what is your projected annual consumption? If you have been a customer for 12 months it will be stated on your annual statement. How long have you been an Edf customer for? Have you received an annual statement?

BTW, you are entitled to request a credit balance to be refunded at any time and the supplier must either comply or explain why not.

victor2

Terrylw1 wrote: »

Ah, consultants...

Or totally ignorant management...