MSE News: EDF still worst for energy complaints

backfoot

jalexa wrote: »

There is not much to choose on cost between the current Scottish Power and Edf fixed rate offers.

One think I would bring to your attention is a recent thread where the Scottish Power rep has posted that any required Direct Debit recalculations are done on a rolling 12 months basis. That is a tariff feature which significantly reduces the risk of "sudden excessive hike" which is a huge risk with any supplier (e.g. Edf and others) who perform "short-year" calculations.

The Rep has said that. It differs to the SP description on their website and definately differs to the Ofgem Factsheet which says an anniversary zero balance.

When did they change? Why haven't they updated their website? What customer documentation do they issue to explain this new approach ?

I may be wrong,but from personal experience with SP I don't recognise the Reps description.

I think there are more questions .:)

Humbug_2

I've had dual fuel quarterly billing from EDF Energy for some time now, but decided to leave them to try someone else. Difficulties trying to find and decipher their gas charging (tiny small print hidden away on their bills and incomprehensible formulae), and an inability to ever get through to their call centre, left me with a clear feeling that they really don't give one about their customers.

I received a final electricity bill for approx £110, then a couple of days later a final gas bill for approx £200. The gas bill looked worryingly high, given that we don't use much at this time of year, and indeed on closer examination, the bill included an additional un-named charge which was suspiciously the same as the electricity bill!!

So I had one bill entitled 'Electricity bill' with the final electricity charge on it, and a second bill entitled 'Gas bill' which had the final gas charge and the final electricity charge (not named as such) on it.

So I set about the unlovely task of trying to speak to someone at EDF.

15 minutes on hold and the line went dead. Another 15 minutes on hold and the line went dead again. 35 minutes on hold this time and the call was finally answered.

I explained the situation to the guy, that it looked like the billing was wrong and he said: 'yeah, that happens all the time. Just ignore the first bill and pay the gas bill and it will be ok'. 'But why have you sent me an electricity bill, then a gas bill that also includes the electricity bill amount not identified as such, when it would seem to make sense just to send me a final bill for both? Is it any wonder I'm confused?' 'Yeah, sorry about that, its a bit difficult when people leave'. Holy moley!!

Anyway, the conversation carried on along these lines for a while with me obviously berating EDF for failing to do the only thing they have to do, which is to bill people correctly. How hard can it be? I imagine their directors are paid huge salaries to oversee an organisation whose employees are well aware doesn't do its job properly.

So my experience with EDF is a poor one. They can't get the fundamentals of their business right and there is no excuse for that. I would advise anyone contemplating a move to EDF to think again, regardless of what deals may be on offer.

wakeupalarm

Humbug, this is exactly what Blackfoot and others have been saying about EDF. They can't do the simplest things correctly.

They're an energy supplier, they should know how to bill correctly and how to correct mistakes but they don't. The whole industry has gone to pot, bills have been increased to pay for the energy compainies incompetance. EDF just happen to be the worst of the bunch at the moment.

Terrylw1

You nailed it Humbug.

The ivory tower vs. the front line trenches.

Its my experience that the front line have as much disdain for their senior management as the customers in companies like this. The front line then divides into 2 parties, those that empathise & help you and those who just give up & do the minimum.

Humbug_2

Thanks for the comments, guys. I've decided to move my supply to Sainsburys, in the hope that if I'm dealing with a major Supermarket with a big reputation to maintain, they won't tolerate such poor performance from their supplier (whoever that is) and should do the kicking for me if anything goes wrong. Its just incomprehensible that an organisation whose only role is to take meter readings and then produce bills, can't get it right. Ought to be one of those 'Shareholder Springs' going on with EDF when it is clear how incompetent they are.

I had decided to leave EDF though because their gas billing was hugely difficult to reconcile, hard to actually find how they calculate their charges on a bill and a complex algorithm to work out the charge. I work in financial service btw, so no slouch with figures. No billing of a simple utility like gas should be that complicated and obfuscated. I'm usually inclined to imagine a bald guy with a white cat at the top of these companies dreaming up ever cleverer ways to rip us off, but sadly it is always just sheer incompetence and greed.

jalexa

Humbug wrote: »

...their gas billing was hugely difficult to reconcile, hard to actually find how they calculate their charges on a bill and a complex algorithm to work out the charge.

That is complete humbug. The physics behind a gas bill calculation is well established, identical for all suppliers, and the minimum information required appears on all bills by regulation.

Perhaps the Edf typeface is small, but that is all.

Out of the 'poêle à frire' into the British Gas fire methinks.

podgy

and have to agree the customer service at EDF thus far is poor. When phoning up BG always got through very quickly and they couldnt have been more helpful.

I cant access my EDF online account from home and phoning them you have to wait ages on hold.

However EDF is cheaper ... nothing else matters!

Wywth

podgy wrote: »

and have to agree the customer service at EDF thus far is poor. When phoning up BG always got through very quickly and they couldnt have been more helpful.

I cant access my EDF online account from home and phoning them you have to wait ages on hold.

However EDF is cheaper ... nothing else matters!

I can access my online account (but once in, it's not brilliant)

I did have cause to call EDF on Monday at mid-day and got through straight away (although the line was terrible once I was speaking to a human). My question was quickly and easily answered by EDF.

Maybe I've been lucky so far, but no real complaints (apart from their annoying technology issues) so far.
I'll update if it changes, but I'm happy so far with my switch and enjoying the cheap prices too (shame they had to withdraw the tariff to new applicants recently) :beer: