EDF breaking their own Ts & Cs

lemonskinny

I wondered if anyone else has had this happen:

I have just received my Annual Review, and I am £249.89 in credit.
EDF's Ts & Cs state quite clearly:

We will automatically credit your bank or building society account with a refund at your annual review if your credit balance is over £150 or more.

Yet they have not done this; they have held on to my money. They have reduced my monthly DD in accordance, but I would prefer (expect!) my lump sum back.

My projected cost for 2012-13 is £1,241.74.

Divided by 12, this means a monthly DD of £103.48.

Instead, they have set a monthly DD of only £84, but held onto the £249.89, which they should have refunded.

I have contacted them via their website; it may be that they do as I ask without any quibbling.

But - why didn't they do as they're supposed to do (as per their Ts and Cs) in the first place - without me having this hassle of asking them?

lemonskinny

P.S.

I am always on the ball with submitting readings - I submit them online every three months, and I submitted the most recent ones as soon as I got the Annual Review letter, with its readings request.

societys_child

You're much better phoning them, seems to take ages for them to reply to emails. Whenever I've phoned I've found them really helpful.

trikkinikki

I logged onto my EDF account on Sat and saw that I was in credit to the tune £583, so I called them and gave them up to date readings which the guy entered and updated my account whilst I was on the phone, after this he said that I as in credit for the sum of £379 which he said would credited back into my bank, I hoping this will be the case but he was helpful and I have no reason to think this wont happen. My DDs will also need adjusting.

My annual review just happened to coincide with my call I think so maybe it was coincidental that I called......as said above the guy I spoke to was very helpful and had plenty of time for me during the phone conversation. Just hope they come good with the refund and I don't have any problems getting my money back. I would suggest you give them a call as perhaps your annual review is still going through their system?

Terrylw1

Raise it as a complaint.

They are breaking their own t&c's to you and holding on to your money to benefit from this to reinvest it into their business.

Clear strategy to hold onto millions until customers notice or are savvy enough to kick them.

spiro

I think suppliers are between a rock and a hard place on this; some customers would want the cash back and keep their DDs high whilst other would prefer a lower DD.

The Suppliers license says they must refund where it is reasonable to do so and is REQUESTED by the customer, they are not obliged to do it automatically.

outtawork

I too was in credit with EDF just over £150 and wanted a refund and my DD recalculated.My annual bill EDF calculated was £621.26 / 12 =£51.77. I offered £52. Didnt get the refund, but the DD was reduced for 1 month £20.16 then went up to £30 andcant work out how they came to that amount.I would still like the refund.

jalexa

spiro wrote: »

The Suppliers license says they must refund where it is reasonable to do so and is REQUESTED by the customer, they are not obliged to do it automatically.

That is true with regard to the SLC, however the "automatic refund" is not included in the tariff Terms & Conditions but as a process of the "Payment Scheme". Last time I checked online it was clear that any review credit balance in excess of £150 is automatically refunded.

http://www.edfenergy.com/products-services/for-your-home/direct-debit/direct-debit-existing-direct-debit-customers.shtml

And a heads-up for completeness, any debit balance in excess of £150 is collected as a lump sum using the regular payment direct debit mandate. There have been several fairly recent threads posting that that part of the Payment Scheme process operates as advertised.

lemonskinny

Thanks for all the feedback/advice.

I rang them today (took ages to get through, but I expected as much, after the holiday weekend) - and at my request they say they have now credited my bank account with the £249.89, and we have agreed a new monthly DD of £105.

Slightly worried that now, over two hours later, when I log into My Account, it still says that I am £249.89 in credit. It also now says that my monthly payment is £00.00 (if only!) But possibly/probably these things take time. Crossed fingers.

I asked the lady why my large credit balance had not been automatically refunded - she didn't know why.

I feel for the EDF phone operatives - sounds as though they're understaffed and having to deal with irate customers when it's really poor computer software/management to blame.

undaunted

Personally I'd wait & see whether the systeme / figures update overnight & if necessary follow up in writing on your telephone conversation.

Terrylw1

lemonskinny wrote: »

I feel for the EDF phone operatives - sounds as though they're understaffed and having to deal with irate customers when it's really poor computer software/management to blame.

Often the case for call centre staff, they get the flack for poor senior management and badly designed systems.

It can be that no one will admit to the staff how bad the company/processes/systems are...or direct instruction from senior management to keep quiet.

I find empathy the best way to get a disgruntled person on side...so they are happy to help you.