Are EDF taking me for a ride?

mumoftwo85

I moved to our new home 23rd July last year (2011) and promptly contacted Brittish Gas to cancel our gas and electricity with them (as they were the current suppliers) and rang EDF who we had previously been happy with at our previous home. After a few initial problems over disputing final bills with Brittish gas, I was able to pay the final bill and set up a new deal with EDF - duel fuel fixed till 2014. I started paying £31 per month electricity and £41 per month gas. Weve continued to pay DD monthy, blissfully unaware of what was about to happen...

I received a letter 19th August 2012 from EDF stating : 'We believe that the meter reading provided to us to complete your transfer of your gas supply to EDF energy may be incorrect...'.

I rang EDF and they said that, unbeknown to me, they hadnt agreed a meter reading with Brittish gas, so I hadnt been paying my gas bills all year. The money I had paid had gone into my account, but nothing more.

I havent received any quartly gas bills when I look back, but with family troubles and moving home I hadnt realsied. The DD had been collected every month so why should I worry?

They now say weve been using more gas than that covered by DD and we owe around £500! Theyve appologised for such late notice, and said I can spread my payments over the next year to make up the difference. But my husband and I cannot afford this, and I feel they are at fault for not contacting me sooner, surely a whole year is rather long to wait before telling the customer of a problem?

Any advice would be much appreciated!! :mad:

dogshome

.Hmmm - Seems bit of a pickle as EDF should be working on the meter reading you gave them when they asked for it, and it is EDF who through the various agencies involved, advise BG of the reading and Change Over date.

Frankly, a demand letter from EDF isn't worth the paper it's written on and until you get a detailed bill listing the Gas accounts Start Reading with a read not estimated End Reading, refuse any uplift in your D/D payments.

The key to your problem is the reading on which BG based their Final Bill, which should be the same as that you gave to EDF, so check this reading against EDF's bill when you get it

mumoftwo85

thanks for your advice, I'm just very frustrated its taken a whole year. I'll be sure to ask for all relevent paper work to be sent to me and look at readings on there.

Terrylw1

Suggest you raise a complaint and after 8 weeks, you can take it to the ombudsman.

EDF keep doing this to people on this board and its always the gas for some reason. It seems they have issues with gas and the more you raise it, the more Ofgem might hear about it.

Also, EDF are bound by the Standard Licences Conditions (SLC) regarding their calculation of your DD, such as SLC27.15.

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

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

They also have your consumption submitted for the switch so I suggest you read through SLC25 as their starting DD should be based on all this and their agents must get it right. Or did you suggest your own DD value?

mumoftwo85

Thanks for your advice, I will definately take a look at that.

No, it was EDF who suggested the repayments...I just wish I could remember exactly what was said in the phone call. Ive scribbled notes on exisiitng bills dating back to that phone call which seem to mention that the call centre advisor was a bit of a waste of space.

Do I have the right to request to listen to the phone call where I took up the duel energy offer?

It's rather upsetting to think this is a common occurance, I was stunned when I found out about my own bills!

mumoftwo85

Forgot to say, I am now seeking help from consumer direct who have been helpful. Ive put a complaint in writing and Ive asked for all paper work and copies of my contract to be sent before Im willing to discuss it any further.

amycool

A very similar thing happened to me last month, over a year since switching. They claimed that BG had altered the opening reading (and took the difference without my permission!) but when I contacted BG they said they'd had no contact from EDF at all! I was furious after so many problems and sent lots of e-mails demanding to know why they had taken over £50 from my account for gas that was used by the previous owners.

In the end they gave me £40 to compensate me for the time and stress but did not apologise or explain how this happened.

I then got another e-mail explaining that I can pay in installments if I wish! I owe them nothing. I sent another complaint and so far have had no reply.

Needless to say I shall be switching very soon.

I would make sure you check all of your meter reads as they fabricated mine completely. Good luck.

pinkladyvenus

We are on a key meter and changed over from BG about a year ago to EDF. We have had the same letter at the beginning of August 2012 'We believe that the meter reading provided to us to complete your transfer of your Electric supply to EDF energy may be incorrect...'. We have never had any bills from EDF only the key which we were told to use to keep the meter in credit. (we were previously on Key meter with BG) We have not contacted EDF yet

Terrylw1

pinkladyvenus wrote: »

We are on a key meter and changed over from BG about a year ago to EDF. We have had the same letter at the beginning of August 2012 'We believe that the meter reading provided to us to complete your transfer of your Electric supply to EDF energy may be incorrect...'. We have never had any bills from EDF only the key which we were told to use to keep the meter in credit. (we were previously on Key meter with BG) We have not contacted EDF yet

If you don't resolve it, one would be Deemed. However, with it being a PPM, they may have a close reading from your top ups.

Terrylw1

mumoftwo85 wrote: »

Thanks for your advice, I will definately take a look at that.

No, it was EDF who suggested the repayments...I just wish I could remember exactly what was said in the phone call. Ive scribbled notes on exisiitng bills dating back to that phone call which seem to mention that the call centre advisor was a bit of a waste of space.

Do I have the right to request to listen to the phone call where I took up the duel energy offer?

It's rather upsetting to think this is a common occurance, I was stunned when I found out about my own bills!

Did you suggest your DD value to switch to them? The reason I ask is because there are some very specific SLC's about retaining paperwork on switch offerings and how they should progress them with you. So, read that SLC incase you can pick anything else out. Just ask if you are unsure about any text.

mumoftwo85

It sounds like good old EDF have sent a batch of these letters out over the last month.

Thanks for the advice, I will be sure to go through the guidelines with a fine tooth comb.

I am currently waiting for EDF to supply me with all the paper work I have requested. Ive also asked for all their readings that they have for my gas (and electricity..may aswell just check).

Ive just received my annual review of my account, they are now 'forecasting' that I am going to use more electricity next year and want to put up my DD. I'm fuming. According to the paper work I have already received, I have spent £200 on electricity this year and £978 on gas?! Rather odd, I havent had my heating on since feb/ march and my cooker is electric.

I find it all very confusing but I'm determined to get to the bottom of it and find out what has been going on. Best sit down with my husband and do some maths.