Edf bill help

Racheloa85

I had my metre changed from prepayment in jul 11 I rand up chose a plan and arranged a direct debit. 2 months later no direct debit had been taken so Sep 2011 I call up again am told no record of plan going through so I go through process again but get cut off before direct debit stage decide to wait for bill then pay.
Jan12 no bill so call give metre readings am told I'm £150 in credit some how but she's going to investigate metre readings as seem high and call back, no one ever calls back.
June12 I get quarterly bill estimated at £90 I pay and update metre readings online by the date the say to do to get accurate bill- no bill.
Aug 12 I get bill for £1046!!!!

My question is can I ask for discount as no bill for so long and they now say I was never £150 in credit though previous person said I was.

I've put some money away but with lack of £150 credit I'm short do I have to pay in whole lump sum?

Thanks for replies in advance

ginnakitty

If you have an on-line account - take print offs of any info you have on line - in case it disappears.

Ring Customer Services ask to speak to a supervisor & for Ombusman Contact details.

Ask them to read back to you any info they have on the computer about the situation.

Ask for any info \ action they have agreed to be e-mailed to you (as they are probably recording it there).

Ask for name of Service Rep (full name or any other identification?).

Get in touch with ombudsman.

sithmaster

you need to call them and make a complant saying everything you have done to try and solve the problem, they have 8 weeks from when you do this for them to solve the problem if they fail you can got to the regulator.
Also aslong as you have not given any false meter readings they can not charge you for more than the past 12 months

Racheloa85

thank you for your replies. Regarding the 12 month rule I had a quarterly payment letter in June so that would count as a bill am I right ?

I'm confused as to if I make a complaint what am I asking for? Money off a percentage off the bill or a 2 year repayment plan?

jalexa

Racheloa85 wrote: »

Regarding the 12 month rule I had a quarterly payment letter in June so that would count as a bill am I right ?

Regarding "backbilling", it's only unbilled consumption 12 months prior so at best 1 month. The June bill may or may not be relevant, you need to look the bill opening reading dates on both the June and Aug 12 bills.

Regarding what to expect I think you have done enough to expect extended terms to be granted, at least 12 months, try for more.

The tactics I would suggest is not to agree anything until Edf have explained their failures in writing to your satisfaction. Beware of "trick" telephone calls. Then be prepared to agree at the top end of the range, in lieu of explanation.

Terrylw1

Before you start, have they billed your meter change correctly?

Getting this wrong can cause spikes so ensure the bill, is actually for your usage.

no_debt

this is one i had from british gas. when i changed from prepayment meter. i got a very large bill . there explanation after a lot of digging was that when i was on a prepayment meter a few years .that no one had been out to ajust the meter to higher price rises through the years. so i was getting leccy cheaper than i should have.
i did read something about this on internet at the time there was changes coming in so they could only charge back so much . dont no if this has applied to you

spiro

no_debt wrote: »

this is one i had from british gas. when i changed from prepayment meter. i got a very large bill . there explanation after a lot of digging was that when i was on a prepayment meter a few years .that no one had been out to ajust the meter to higher price rises through the years. so i was getting leccy cheaper than i should have.
i did read something about this on internet at the time there was changes coming in so they could only charge back so much . dont no if this has applied to you

This problem typlically only applied to very old Token meters which could not have the tariff adjusted remotely.

Terrylw1

spiro wrote: »

This problem typlically only applied to very old Token meters which could not have the tariff adjusted remotely.

Plus the ones that just wouldn't update remotely, same as the keys that just won't reset hence an engineer call needed.

Racheloa85

Now even more confused as today I had a quarterly payment due letter for £244 - on top of the £1000? And a letter with a new account number on saying welcome to your new home?!

Totally confused am still waiting for someone to get back to me regarding original bill.

Could someone please tell- I had a quarry payment letter in June 2012 asking for £90 no dates given on letter and no estimates shown. Is this he same as being billed? From jul2011 - jun2012 I had nothing then in August I recieve bill for £1000. Do I have case for only paying last 12 months?

Terrylw1

You've got a case for the 12 month rule as the supplier had 12 months and more to get the meter changed actioned on your account.

Is the £90 letter chasing up for that bill for the same value which you said you paid?

Are all your payments showing on this latest bill, do they match your meters current reading in terms of being inline and are the opening & closing readings correct on the bill? (There may be a tag or label on the meter showing this and they should have a record of these but if you added credit new to the meter change date, they also would have been sent a reading then)