EDF DD and over payment

painted

We received our annual statement from EDF last month and were £220 in credit. The new direct debit was set at £39 (was £51) After a couple of weeks my partner phoned them to ask why the amount had not been recredited to our account (as says on their website if it over £150). They told us it would be paid into our account after our direct debit payment came out the bank beginning of July.
Instead we received a letter saying 'that after our phone call' the direct debit would be £69. When my partner phoned again they said that the credit would be refunded but this was the correct amount for the direct debit. My partner managed to get it down to £51, as it was before, and I take it we will get the credit refunded.
Is this usual?

jalexa

painted wrote: »

On the face of it having paid £51/month for 12 months and being £220 in credit (assuming after up to date energy charges) you should have had the £220 refunded and a payment reduction of approx £18/month.

But you need to look closely at the numbers. Post for further advice.

painted

I'm annoyed that, it seems, because we dared to want our overpayment back they are penalising us by raising our monthly direct debit. Before we asked for the money the direct debit was put down to £39 as we were obviously paying too much but strangely after we asked for repayment the amount was raised. They cannot justify that surely?

jalexa

painted wrote: »

They cannot justify that surely?

You are right to be annoyed. Regarding the justification the ball is now in your court to challenge the calculation. You are entitled to a detailed calculation but not many here report getting that.

A general point, if you remain dissatisfied you have recourse to the complaints procedure.

£39/month would be quite a low payment. Only you know whether you are low users.

painted

Only my partner and I live here, we don't have gas in this area and the central heating is oil so yes I would say we are a low user household.

backfoot

jalexa wrote: »

On the face of it having paid £51/month for 12 months and being £220 in credit (assuming after up to date energy charges) you should have had the £220 refunded and a payment reduction of approx £18/month.

But you need to look closely at the numbers. Post for further advice.

As Jalexa has pointed out above, the mathematics, given a full year's history couldn't be simpler.

Yet EDF don't follow their own documented procedures or explain how their calculation is derived.

They are obliged to explain it to you. Make all your requests in writing and keep documentary evidence. If they don't explain their calculation,take the case to the Energy Ombudsman as I currently am.

See this thread for further background.

https://forums.moneysavingexpert.com/discussion/3787041=

jalexa

painted wrote: »

Only my partner and I live here, we don't have gas in this area and the central heating is oil so yes I would say we are a low user household.

Should be very easy to work out your annual cost from the annual consumption stated on your annual statement either using a calculator or a comparison website.

painted

Thank you for the link backfoot.

painted

When I got a quote from their website, for their blue+ price promise, they said my direct debit would be £37 on our annual usage (cannot remember it off hand)

jalexa

painted wrote: »

When I got a quote from their website, for their blue+ price promise, they said my direct debit would be £37 on our annual usage

Yes but what you need to do now is look at the annual consumption on your annual statement.

painted

I will do that tomorrow, thank you jalexa.