EDF have still not responded to my complaint

smergyl

I've been having some problems with EDF and recently they have sent me a bill which isn't right. It's not just a few £, they want £226.29 which isn't owed. I have sent a complaint e-mail following the advice I received here. I received a confirmation e-mail straight back saying;

"Thank you for your email addressed to the Complaints Resolution Manager, which has been passed to a member of my dedicated Complaint Resolution team to investigate and respond.

They will aim to contact with you within the next five working days and will do everything they can to resolve your questions to your
satisfaction."

This was on the 21st of September so it will be 2 weeks tomorrow. I got a reminder bill this morning telling me to pay within the next few days. Should I keep waiting or e-mail again? I'm reluctant to call because I always end up waiting for ages then get fobbed off. I also don't want to pay the bill then have to fight for the money back.

molerat

Phone them up 8am on a Saturday, gets through immediately but if you want to complain do it in writing headed COMPLAINT and they are then in a regulated complaint timeframe of 8 weeks (so they are still well within that), mention when you started the complaint ball rolling and that is included in the timescale. Why is the amount not owed ?

Dave_save

I complained to EDF 2 months ago over a messed up switch to them. Their customer service is appalling. Repeated e mails and a letter got no response. So now I'm switching away from them.

smergyl

Thanks Molerat, will try and call Saturday morning. It's a bit tricky but the short version is it's an old account from an old address. When I left my old address the gas bill was paid in full (by direct debit mostly, then one final payment). They're now trying to say I owe another £226, even though they sent me a refund in March for overpaying. The amount they say I owe is clearly wrong because it's much higher than my typical usage. x

jalexa

smergyl wrote: »

Thanks Molerat, will try and call Saturday morning. It's a bit tricky but the short version is it's an old account from an old address. When I left my old address the gas bill was paid in full (by direct debit mostly, then one final payment). They're now trying to say I owe another £226, even though they sent me a refund in March for overpaying. The amount they say I owe is clearly wrong because it's much higher than my typical usage. x

You have had an acknowledgement, the 8 week clock is ticking.
Phone the dedicated complaints resolution number midweek and enquire about the complaint status.

BTW you may be right about the amount but your argument is not sound. You need to refer to statement calculated to a recent or closing reading.

You also need to pay the undisputed bill amount, your calculation not guesswork.

schrodie

Dave_save wrote: »

I complained to EDF 2 months ago over a messed up switch to them. Their customer service is appalling. Repeated e mails and a letter got no response. So now I'm switching away from them.

I have to agree here. EDF are truly appalling when it comes to CS they promise a call back but none is forthcoming and they hardly respond to emails. Basically they show total contempt to their customers.

smergyl

Thanks Jalexa, sorry to sound thick but what do you mean when you say "You need to refer to statement calculated to a recent or closing reading."

I'll also pay the undisputed amount when I call them.

Cheers x

Terrylw1

Usually a complaints procedure means all actions cease. This is usually achieved by placing a marker on the account to stop follow up actions.

The fact you are getting reminders may indicate they have not done this yet so no one is looking at your complaint.

jalexa

smergyl wrote: »

... what do you mean when you say "You need to refer to statement calculated to a recent or closing reading."

Where are you getting the £226 from? A letter or a statement? If a statement does the statement have a recent accurate read? (your closing reading when you moved) A letter without an explanation is worthless and you would be right to complain.

wakeupalarm

I would stick to the complaints process and take it to the ombudsman if they haven't replied within the 8 weeks. I would inform them that they haven't responded to your complaint so you are unable to pay the bill as you dispute it. Keep records as EDF seem to have a policy to lie to the ombudsman.