Changing tariff with EDF

steve_2012

SevenOfNine wrote: »

..........and I've just this minute spoken with customer services on 0808 101 4281 and been told (by 2 different operatives - don't ask, I had to ring 3 times altogether) that if I want to switch over the 'phone the new contract (& prices) would start immediately, NOT after 30 Sept when my V2 fix expires!!! Both absolutely adamant on that point.

According to the letter I have from EDF there is an on-line "simple" form method of switching which can be done now and will not be effective until after 30th, www.edfenergy.com/feelbetter

The problem I have with the form is that you must accept 'content which has not been delivered securely' - something I NEVER do ordinarily on my home PC. If you don't accept that then the 'submit' option is missing from the end of the form, making it completely pointless.

Left stuck between a rock and a hard place, switch now over the phone or accept unsecurely delivered content on-line. I'm cross and have emailed my comments to EDF. Over the 'phone, even when I explained my reasons for reluctance to use the on-line version of switching, they would not budge.

ask for a floor manager as there obviously totally wrong, i was told the same.
as i posted earlier the chap said mine wont switch until 1st oct and none will that switch from v2.
dont get me wrong this chap could also be wrong.
i would ring and ask again, if told the same ask for a floor manager and do it that way.
remember to do online readings on the 30th of sept.

steve

neilmcl

SevenOfNine wrote: »

..........and I've just this minute spoken with customer services on 0808 101 4281 and been told (by 2 different operatives - don't ask, I had to ring 3 times altogether) that if I want to switch over the 'phone the new contract (& prices) would start immediately, NOT after 30 Sept when my V2 fix expires!!! Both absolutely adamant on that point.

According to the letter I have from EDF there is an on-line "simple" form method of switching which can be done now and will not be effective until after 30th, www.edfenergy.com/feelbetter

The problem I have with the form is that you must accept 'content which has not been delivered securely' - something I NEVER do ordinarily on my home PC. If you don't accept that then the 'submit' option is missing from the end of the form, making it completely pointless.

Left stuck between a rock and a hard place, switch now over the phone or accept unsecurely delivered content on-line. I'm cross and have emailed my comments to EDF. Over the 'phone, even when I explained my reasons for reluctance to use the on-line version of switching, they would not budge.

The Submit button is still there but invisible. Try using a different browser, such as Chrome.

janninew

Thanks to everybody on this thread and for that link, I'm on the online saver v2 and have just completed the online switching form. Will we just submit readings on the last day of September and that's it? Will direct debits stay the same and our account number?

steve_2012

janninew wrote: »

Thanks to everybody on this thread and for that link, I'm on the online saver v2 and have just completed the online switching form. Will we just submit readings on the last day of September and that's it? Will direct debits stay the same and our account number?

they told me my DD would increase by about £8 but they have just dropped it so we will whats what with it in feb march time.

sly_dog_jonah

janninew wrote: »

Thanks to everybody on this thread and for that link, I'm on the online saver v2 and have just completed the online switching form. Will we just submit readings on the last day of September and that's it? Will direct debits stay the same and our account number?

Account number and direct debit date will stay the same. You will probably have to have a slightly higher DD (depending on whether your current DD is reflective of your recent usage) because the unit costs are marginally higher.

You should submit accurate readings on 1st October to ensure you get billed correctly for each tariff.

SevenOfNine

OMG - you've got to laugh at the cluelessness of EDF. If I didn't know that ordinarily their customer service is reasonable, I'd have run a mile at the incompetence of this fiasco.

I decided to accept the 'non secure' content of the on-line form in order to pre-book my switch. I also sent an email to EDF to say they should consider sorting out the 'non secure' aspect of the form.

I've just had a response from some numpty telling me "I can confirm that you are required to change tariff on the date you complete this form". Apparently if I want to change only after 30 Sept then I must "submit the form then".

At the risk of sounding like Victor Meldrew, I don't believe it!!! Now I'm angry, so yet another telephone call ensued.

A nice young lady informs me that "you can switch over the telephone now, it will not take place until 1/10 so you can remain on the Fixed Saver Version 2 tariff (which is better) until 30/9. It will not matter if the Blue+ offer ends in the meantime, you have signed up for it".

"If you choose to complete the on-line form the same thing happens, the switch will actually take place when your current tariff ends on 30/9".

She has spent all week signing up current customers to switch on 1/10. Has no problem with it, knows it is completely correct and says she will address 'training issues' for other staff with her manager. Says the customer service 'phone line is answered in all different areas so this may be the problem.

I asked about misinformed customers who'd already switched too soon for fear of missing out on the Blue+ altogether, she says that they can be switched back to V2 and request Blue+ start on 1/10.

Training issues....you bet. I've been given WRONG info 3 times in one day. Still, save on energy bills - I need a lie down in a quiet, dark room!!**!

PS she also organised my 'switch' over the phone to demonstrate it CAN be done in advance for 1/10 (now it's done twice).

steve_2012

SevenOfNine wrote: »

OMG - you've got to laugh at the cluelessness of EDF. If I didn't know that ordinarily their customer service is reasonable, I'd have run a mile at the incompetence of this fiasco.

I decided to accept the 'non secure' content of the on-line form in order to pre-book my switch. I also sent an email to EDF to say they should consider sorting out the 'non secure' aspect of the form.

I've just had a response from some numpty telling me "I can confirm that you are required to change tariff on the date you complete this form". Apparently if I want to change only after 30 Sept then I must "submit the form then".

At the risk of sounding like Victor Meldrew, I don't believe it!!! Now I'm angry, so yet another telephone call ensued.

A nice young lady informs me that "you can switch over the telephone now, it will not take place until 1/10 so you can remain on the Fixed Saver Version 2 tariff (which is better) until 30/9. It will not matter if the Blue+ offer ends in the meantime, you have signed up for it".

"If you choose to complete the on-line form the same thing happens, the switch will actually take place when your current tariff ends on 30/9".

She has spent all week signing up current customers to switch on 1/10. Has no problem with it, knows it is completely correct and says she will address 'training issues' for other staff with her manager. Says the customer service 'phone line is answered in all different areas so this may be the problem.

I asked about misinformed customers who'd already switched too soon for fear of missing out on the Blue+ altogether, she says that they can be switched back to V2 and request Blue+ start on 1/10.

Training issues....you bet. I've been given WRONG info 3 times in one day. Still, save on energy bills - I need a lie down in a quiet, dark room!!**!

PS she also organised my 'switch' over the phone to demonstrate it CAN be done in advance for 1/10 (now it's done twice).

all of which is still different too what i was told today ie "anyone who signs today, tomorrow or last week will automatically change tariffs on the 1st oct" and not as explained previously on the day you phone to change products.

steve..........

Irie87

I spoke to EDF on the phone earlier to clarify if there would be charges for leaving immediately to go to another supplier as I am extremely unhappy with them and have spent the last 8 months trying to get an issue resolved.

I was told there would be no charge, but having read the T&Cs and this thread I thought I would use the live chat to clarify:

Chiru: How may I help you today?

Me: I received a letter from you recently informing me the fixed s@ver 2 is due to end at the end of september. I was wondering if I switch to a new supplier or to blue+ would I be liable for early termination fee if I do so before 30th Sept

Me: I spoke to an agent earlier who said there would be no fee, but I wanted to double check

Chiru: No, there is no termination fees to Switch to Blue+ Price Promise tariff..

Me: and if I switch to another supplier?

Chiru: No, there is no termination fees if you change your supplier also within the tariff period...

Have saved this as a PDF so if they try to charge me I have proof.

Off to Scottish Power I go...

steve_2012

Irie87 wrote: »

I spoke to EDF on the phone earlier to clarify if there would be charges for leaving immediately to go to another supplier as I am extremely unhappy with them and have spent the last 8 months trying to get an issue resolved.

I was told there would be no charge, but having read the T&Cs and this thread I thought I would use the live chat to clarify:

Have saved this as a PDF so if they try to charge me I have proof.

Off to Scottish Power I go...

they would argue that they meant if you sign up for blue+ and want to leave then there is no charge, whereas if you leave now and go to SP there will be a charge as per the contract.
rightly or wrongly what you get told and what the contract states the contract will win everytime.

steve

Terrylw1

steve_2012 wrote: »

they would argue that they meant if you sign up for blue+ and want to leave then there is no charge, whereas if you leave now and go to SP there will be a charge as per the contract.
rightly or wrongly what you get told and what the contract states the contract will win everytime.

steve

Whilst the contract might win, if you raise a complaint and take it all the way yo the ombudsman, they will pay more for the referral. So, its more likely they will waive it just to stop paying a higher charge and probably have to pay it regardless.