EDF !!!! up again!

snowcat53

I have a long running saga with EDF over their direct debits and the fact they offer no adequate explanation when they change the amount - this has now gone to the Energy Ombudsman.
Recently, after I input new meter readings (I know, I know, but 3 months had gone by) and - yes you've guessed - they upped the DD again despite their written agreement a few weeks back that the previous amount was adequate.

So I objected by email, telling them I did not accept the change. I got the usual autroreply ('we will try to respond within 10 working days'). However 11 days later the new amount was debited.

I wrote again pointing out their complete disregard of my objection (and as I understand it, the DD rules) and asking this to be treated as a further complaint.

However I have just had a phone call telling me they cannot deal with this 'because your complaint is still with the EO'. Basically their message was 'well you entered a reading so our system generates a change in DD.'

What an dysfunctional shambles they are!

I know I can get the bank to reclaim the amount but they cannot just taqke back the excess , and I fear EDF will then accuse me of breach of the agreement and throw me off the tariff.

IF you dont input readings do they remind you at any point?

victor2

snowcat53 wrote: »

IF you dont input readings do they remind you at any point?

I don't give them readings any more (except this month I did out of curiosity to see if they adjusted the DD unnecessarily, which they did), they have never sent me a reminder but a meter reader did call one day. I let him read the meters and sure enough had to phone EDF to get the DD put back where it should have been.

jalexa

snowcat53 wrote: »

IF you dont input readings do they remind you at any point?

AFAIUI only prior to the 'annual review' (not sure about the 'interim review').

I have been informed (in writing) that my next "automatic review" would be on the occasion of my next 'annual review'. However I do not think that "weasel wording" excludes the occasion of customer reading submissions (which the customer has control of), or up to 4 meter reader reads per year which the customer has no control over.

If you are a customer of more than 12 months standing, i.e. your bill includes an 'annual statement' at page 4, it is crucial to check and if necessary challenge the provenance of the projected annual consumptions stated. If these are not "right" your payment calculation can never be right. Another poster today reports projected gas consumption being inflated by 13%. My projected consumptions are also inflated with as yet no satisfactory explanation.

snowcat53

PS Just noted the MSE auto edit in title - I see one is not allowed to say co*k up.

brewerdave

I stopped inputting readings last year after 3 examples of EDF's use of the random number generator they had borrowed from a museum to calculate DDs..:rotfl:
Have put in readings relatively recently, once at their request for "my annual DD review" which resulted in no change for my DD..and then just a few days ago when I switched from one fixed tariff to another which resulted in a modest decrease.Don't intend to input anything now (unless a meter reader calls) til next May time.
HOWEVER, allowing for my comfortable credit balance my thinking was that they should be reducing my DD by even more ...to that end I have emailed their Customer Services addy ....but not expecting any coherent explanation of their DD process!! (or their apparent belief that I'm going to use 13% more gas next year - which would be considerably more than I have used since I started monitoring 6 years ago!!!)
At least I haven't had to phone this time to get my DD reduced from some outrageous figure - assuming that I get an unsatisfactory (or nil!) response to my email ,then I might tackle them by phone!