EDF account new meter problems

cr1mson

We had a new meter installed on 1st March but despite frequent phonecalls they still have not updated their records.

Got a bill today and they still haven't. Not only that they have put in that they have claimed that they have an Actual reading for the old meter. This has meant we have underpaid so bills going to go up massively! This is exactly what I didn't want to happen.

Is their an EDF Company rep that posts here who can sort out this mess?

C

Wywth

cr1mson wrote: »

We had a new meter installed on 1st March but despite frequent phonecalls they still have not updated their records.

Got a bill today and they still haven't. Not only that they have put in that they have claimed that they have an Actual reading for the old meter. This has meant we have underpaid so bills going to go up massively! This is exactly what I didn't want to happen.

Is their an EDF Company rep that posts here who can sort out this mess?

C

Have you tried following the EDF complaints procedure?
http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

dogshome

Was it the Gas meter that was changed or was it the Electric ? - If it's the gas there could be problems if your old meter was an Imperial model, but the new one is Metric.

Check it out by looking at the new meter - If it's marked m3 on the front it's Metric - Look a previous gas bill from old meter and divide the Kwh charged by the units used, if the answer is around 31.5 it was an Imperial meter.
Metric meters only deliver around 11.2 Kwh per unit and clock up units faster, so if the supplier hasn't recognised the meter type change you will get a HUGE erroneous bill.

Wether or not it's the Gas or Electric, as this has been going on since March, forget the phone and WRITE a letter headed Complaint rejecting the latest bill and asking why they have ignored all your previous contacts about the problem

Terrylw1

They shouldn't be issuing bills while there is a meter change outstanding as all data after that date is fictitious.

By this Actual reading, have they simply advanced it? If so, its worth a complaint as this is going to be the action of an operator who made up a reading.

cr1mson

Wywth wrote: »

Have you tried following the EDF complaints procedure?
http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Yes but no joy!

dogshome wrote: »

Was it the Gas meter that was changed or was it the Electric ? - If it's the gas there could be problems if your old meter was an Imperial model, but the new one is Metric.

Check it out by looking at the new meter - If it's marked m3 on the front it's Metric - Look a previous gas bill from old meter and divide the Kwh charged by the units used, if the answer is around 31.5 it was an Imperial meter.
Metric meters only deliver around 11.2 Kwh per unit and clock up units faster, so if the supplier hasn't recognised the meter type change you will get a HUGE erroneous bill.

Wether or not it's the Gas or Electric, as this has been going on since March, forget the phone and WRITE a letter headed Complaint rejecting the latest bill and asking why they have ignored all your previous contacts about the problem

It is electric have already contacted them by phone, email and letter but still unresolved.

Terrylw1 wrote: »

They shouldn't be issuing bills while there is a meter change outstanding as all data after that date is fictitious.

By this Actual reading, have they simply advanced it? If so, its worth a complaint as this is going to be the action of an operator who made up a reading.

Have complained again but never seems to do anything.

C

dogshome

In the strange world of the energy suppliers, a letter is just a communication that they will deal with in their own sweet time, until that is a letter is headed Complaint

By the terms of their licence this key word cannot be ignored and forces the supplier onto an 8 week time limit to resolve the problem. If they do not comply your next port of call is the Ombudsman

cr1mson

dogshome wrote: »

In the strange world of the energy suppliers, a letter is just a communication that they will deal with in their own sweet time, until that is a letter is headed Complaint

By the terms of their licence this key word cannot be ignored and forces the supplier onto an 8 week time limit to resolve the problem. If they do not comply your next port of call is the Ombudsman

Can you give me a link to the 8 week time limit as this has never been mentioned despite me having had a phonecall confirming that they have received my complaint.

Thanks.

C

molerat

From http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Step 3: External review
You can choose to accept our final offer. If you remain dissatisfied, you can contact the Ombudsman Services: Energy for a free and independent review of your concerns.
They may investigate your complaint if:

• You receive a deadlock letter from us.

• You have not received a deadlock letter, but at least 8 weeks have passed since you first made the complaint to us. You must refer your complaint to the Ombudsman within 9 months of first making your complaint to us.

Terrylw1

Get the complaint in and at least you have got the ombudsman later. This affects their public complaints statistics and the have to pay a costly charge for the referral.

Actioning a meter change is a very simple process. Details go missing, can be wrong, etc which makes it harder but anything older than 30 days is a big problem. Unless its crossed metering, it shouldn't take longer than this.

Wywth

cr1mson wrote: »

Wywth wrote: »

Have you tried following the EDF complaints procedure?
http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Yes but no joy!

Your next post suggests otherwise :cool:

cr1mson wrote: »

Can you give me a link to the 8 week time limit as this has never been mentioned despite me having had a phonecall confirming that they have received my complaint.

Thanks.

C