EDF problems closing an account

Bubbles777_2

Hi all,

I'm hoping someone can help/give me some advice.

I've been trying to close an account with EDF after moving out of the property early last month. I have now contacted them 5 times to close this account and send me the final bill, yet the account is still running and no bill has arrived. This weekend I recieved a final demand letter for a whopping bill (over £300 for a 6 week period!!!). Even the online account doesn't display a bill to be paid!

I have contacted their customer services, their complaints department and just recently emailed their complaints department also so that I have written proof. In a couple of weeks I'll be contacting the ombudsman service to also lodge a complaint with them, but is there anything I can do in the mean time? It's really very stressfull to get a letter saying the bayliffs will be in contact soon for a bill I haven't even got!

The new tenants have now moved into the property, so they must have two seperate accounts running for the same address! (The landlord sets up all accounts)

Any help would be greatly appreciated!

jalexa

Bubbles777 wrote: »

I have contacted their customer services, their complaints department and just recently emailed their complaints department also so that I have written proof. In a couple of weeks I'll be contacting the ombudsman service

I agree with the written proof but you need to allow sufficient time for the complaint process to complete so Ombudsman in a "couple of weeks" is a bit premature. (I take it you have the complaint "auto-acknowledge" which promises a response in 10 working days?)

As soon as the "10 days" elapses phone complaints resolution on the direct number given in the procedure. If you are too impatient to wait there is nothing to prevent you calling that number now and inquiring about progress.

spiro

Bubbles777 wrote: »

(The landlord sets up all accounts)

Don't see how he can have legally set up an account in your name.

Terrylw1

Its unlikely the landlord has set an account up for the new tenants and this bill is for their usage as well.

Did you provide a closing reading? If so, does the bill show a higher reading? Is it an actual reading, etc?

If it gets into a dispute, you can always send a copy of your tenancy agreement and the landlord can confirm it. Its the opening and closing readings that are the important as well as dates to ensure you are only billed for the time you were legally liable and for your usage only.

Terrylw1

spiro wrote: »

Don't see how he can have legally set up an account in your name.

Letting agent have been doing this since before deregulation.

Developers do it with handover documents.

The result is the same, the supplier sets up an account in their name and it goes from there.

amiehall

Terrylw1 wrote: »

Letting agent have been doing this since before deregulation.

Developers do it with handover documents.

The result is the same, the supplier sets up an account in their name and it goes from there.

My charming landlord left the immersion heater on in my flat when no-one was living there then opened my account with a low reading and an early date. The supplier amended my bill right away when I phoned them though. I had actually already given the opening reading to them when I moved it and the date so it's charming to know they decided my LL's information was more suitable to open the account with than mine....

Bubbles777_2

Thank you all for your responses.

I don't actually have a bill to see where the problem is, even the online account doesn't show a bill, it just shows that the account is in debt of over £300, as stated in the final demand letter. I have given them the closing reading every time I have contacted them. The last time I rang them, they had all the details on the account (the closing readings and the forwarding address), they just hadn't actually done anything with it.

I did get the automated email reply saying they will be in contact within the next 5 working days (almost up! But then they do tend to leave it to the last minute). What would you say is a decent amount of time before contacting the ombodsman?

Thanks again!

spiro

Bubbles777 wrote: »

I did get the automated email reply saying they will be in contact within the next 5 working days (almost up! But then they do tend to leave it to the last minute). What would you say is a decent amount of time before contacting the ombodsman?

Thanks again!

You have to raise a complaint (best in writing) and they have something like 8 weeks to resolve before you go to the Ombudsman.

jalexa

Bubbles777 wrote: »

I did get the automated email reply saying they will be in contact within the next 5 working days (almost up! But then they do tend to leave it to the last minute). What would you say is a decent amount of time before contacting the ombodsman?

It is sufficient to have the email acknowledgment. What you need to do now is to scrupulously follow the complaints procedure. When the process is exhausted or after 8 weeks which ever occurs first you are entitled to refer to the Energy Ombudsman.

Bubbles777_2

Thanks all, I still haven't heard back from the complaints department in regards to the email, however I do now have the final bill! Yeey! I don't suppose there is much point in continuing to complain is there? Although it would have been nice to have recieved an apology from them.