EDF DD and over payment

backfoot

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 (cannot remember it off hand)

What tariff/contract are you on currently ?

Is it ending ? They may now be quoting for a standard tariff.

In which case , in switching over to a cheaper alternative, it sounds like you will end up with the sort of figure you are looking for.

In my view, however, you still have a valid complaint regarding the lack of explanation for the previous change. Even after a year with them,they are not complying with the DD Regulations, explained in the linked thread above.

It is interesting to me, because, EDF told me that they are only obliged to reveal their DD calculations to customers with them above a year. IMHO there is no such exemption. I am testing their assertion with the Energy Ombudsman.

It now appears, that even after a year, they are not true to their word.:o

Phone calls are generally quicker, but the problem is that we all get diverted off track by the Operatives and then it becomes a case of your word against theirs, if you are still unhappy with the outcome.

bluegirl60

Hi All we discovered 2 weeks ago on our last edf electricity bill that we are 1,400 in credit, we contacted edf by email with a meter reading as our own meter reading was lower than edf estimate. edf sent someone to read the meter and we were correct and are now 1,750 in credit. we have emailed them asking for a refund but have not heard anything from edf for a week,Do we need to write to them to demand a refund? or can we just email them? What is the procedure for getting a refund?

annie1975_2

bluegirl60 wrote: »

Hi All we discovered 2 weeks ago on our last edf electricity bill that we are 1,400 in credit, we contacted edf by email with a meter reading as our own meter reading was lower than edf estimate. edf sent someone to read the meter and we were correct and are now 1,750 in credit. we have emailed them asking for a refund but have not heard anything from edf for a week,Do we need to write to them to demand a refund? or can we just email them? What is the procedure for getting a refund?

Give them a ring and demand your refund...They must be making a tidy sum on interest.Imagine how many people they do this to.
if they try and fob you off ask to speak to somebody higher.

themull1

bluegirl60 wrote: »

Hi All we discovered 2 weeks ago on our last edf electricity bill that we are 1,400 in credit, we contacted edf by email with a meter reading as our own meter reading was lower than edf estimate. edf sent someone to read the meter and we were correct and are now 1,750 in credit. we have emailed them asking for a refund but have not heard anything from edf for a week,Do we need to write to them to demand a refund? or can we just email them? What is the procedure for getting a refund?

Just give them a ring and ask for one, thats what i did, got it a couple of days later.

bluegirl60

We have emailed edf 6 times in the last 2 weeks asking for a refund. Is it better to phone? them rather than email?

jalexa

bluegirl60 wrote: »

We have emailed edf 6 times in the last 2 weeks asking for a refund. Is it better to phone? them rather than email?

First of all you should have emailed only once, then if no reply after 10 working days raised a complaint. On "10 days" you are just about there. So "go complain".

On this type of issue I would recommend the immediacy of telephone, even if you have to hold for some time.

I hope that £1750 is a complete picture. It is astonishing that Edf's systems has allowed such a balance to accrue. What is your monthly payment and your annual consumption? Do you know your 'annual review' date?

bluegirl60

Unsure as to how much electricity we use as the bills have been estimated [wrongly ] for at least a year!!! we pay £95 monthly by direct debit. I think? the reveiw is 6 monthly.and yes it is £1756 in credit as after they sent someone to read/confirm our meter reading they adjusted it from £1456 in credit to £1736 in credit.we sent a email 8 days ago asking for a refund of £1400 to be given back to us within 7 days leaving a credit of £300 towards the winter bill. but we have heard nothing. so unsure of what to do next?

mrs_sparrow

Send them an email through your account 'contact us' option and tell them that if they take the higher payment and have not refunded your money by the time the next payment is due, you will be starting procedure to switch to another provider.

See how quick they move then. I have found this threat to be the only way to get a response from them, otherwise they fob you off over and over.

It did take them about a week to initially reply to the email but having it on email and having a record of it makes it easier if you need the discussion to hand to prove what was said.

Terrylw1

Remind them about Standard License e Condition (SLC) 27.16 which states they have to do this, if you request it, in a timely manner provided it is accurate.

See the supplier .PDF's in this link to Ofgem's site.

http://www.ofgem.gov.uk/Licensing/Work/Pages/licence-conditions-consolidated.aspx

snowcat53

mrs_sparrow wrote: »

Send them an email through your account 'contact us' option and tell them that if they take the higher payment and have not refunded your money by the time the next payment is due, you will be starting procedure to switch to another provider.
.

Agree email but not threatening to switch - raise a formal complaint and demand interest on the excess for the time since you requested the rebate.