EDF switching to Blue+ from FixedSaverV2

stevejeffers

Hi,

Like many others my EDF Fixed Saver v2 contract came to an end last week. Following the letter received from EDF I used their site to switch my tariff in advance to Blue+ April 2014 (effective from 1st October) and received confirmation of the switch via email back in August.

After previous experience with EDF I took the precaution of checking my account on the 1st October to check the account had switched and saw that I had instead been transferred back to Standard variable (no suprise there!).

After phoning EDF and sending them proof of the email sent they "can't" just honour the April 2014 tariff since its been removed so have referred the issue as a complaint. Meanwhile I am still on the standard tariff.

So a couple of questions:
1. Should I switch to the Blue+ May 2014 for the time being whilst they handle my complaint? I am concerned that they may never honour the tariff and I wouldn't want to miss out on the May 2014 fix as it still works out as cheap as other suppliers in my area with the long term security.

2. Has anyone else had problems with EDF not honouring this switch automatically? I would like to think its a one off problem but knowing EDF its probably not...

esmecullen

Had similar myself................. with me EDF said that they had no record of my asking to transfer................ strange that as I spent over 25mins getting registered as the person taking my details was a complete twit!! Couldnt register online as EDF didnt recognise my address, that why I phoned to register. Absolutely disgusted with their attitude.............. basically told "not our problem............ tough"

So its bye bye EDF I certainly wont miss their incompetence

wakeupalarm

This is typical behaviour by EDF, if you have email proof, make a formal complaint and take it to the ombudsman. If you don't have email proof, still make a formal complaint and tell them the time of the call, who you spoke to and what was said and agreed. They will still lie to the ombudsman as it seems to be EDF's policy, but just stick to your guns. Not sure about changing tariff as this could cause problems even if they accept they should have moved you. Maybe put it in the complaint that you are only changing because they have put you on the wrong tariff and that you expect them to put you back on to the Blue April 2014 tariff when they sort out their mistake.

esmecullen

wakeupalarm wrote: »

This is typical behaviour by EDF, if you have email proof, make a formal complaint and take it to the ombudsman. If you don't have email proof, still make a formal complaint and tell them the time of the call, who you spoke to and what was said and agreed. They will still lie to the ombudsman as it seems to be EDF's policy, but just stick to your guns. Not sure about changing tariff as this could cause problems even if they accept they should have moved you. Maybe put it in the complaint that you are only changing because they have put you on the wrong tariff and that you expect them to put you back on to the Blue April 2014 tariff when they sort out their mistake.

The problem is that I have had continual problems with EDF going back to 2010 regarding billing and unable to log onto their website, as according to them my account and address did not exist......... very strange that as they sent me bills every quarter!!

Their failure to place me on the Blue tariff when I registered and assured I was now on it in May, the next bill still showed I was on their standard tariff.

I have complained by email and letter................. no response at all, apart from when I informed them that I was transferring to another energy supplier, I got a call from an insipid woman from their complaints resolution office practically begging me to stay, promising me the earth so to speak. I just told her I was not happy with EDF and their incompetence and there was nothing she could say to make me want to stay with them.

Avoid........... avoid EDF

victor2

My changeover didn't go through and on October 1st I saw I was on the standard tariff. A quick phone call (like I got through to a human with hardly any wait!) and a very nice lady in the customer services said she had seen a few done online not go through. She gave me her direct EDF email address, I sent her a copy of the confirmation email I had and within a matter of minutes it was sorted.
If they're saying they can't now switch you ever to the tariff because it's no longer available, that's their problem to sort out, not yours.
They've presumably accepted the proof you've provided, so why should you switch to another less competitive tariff of theirs?
They have to come to a resolution to the problem, which will cost you no more than if you'd gone on to the tariff as intended and confirmed by them.
Keep it civil, but if customer services don't say they'll sort it out, ask for the contact details for the person to complain to - the address is on their website anyway. Send a letter clearly headed COMPLAINT, and give them time to sort it out before going further.

stevejeffers

victor2 wrote: »

My changeover didn't go through and on October 1st I saw I was on the standard tariff. A quick phone call (like I got through to a human with hardly any wait!) and a very nice lady in the customer services said she had seen a few done online not go through. She gave me her direct EDF email address, I sent her a copy of the confirmation email I had and within a matter of minutes it was sorted.
If they're saying they can't now switch you ever to the tariff because it's no longer available, that's their problem to sort out, not yours.
They've presumably accepted the proof you've provided, so why should you switch to another less competitive tariff of theirs?
They have to come to a resolution to the problem, which will cost you no more than if you'd gone on to the tariff as intended and confirmed by them.
Keep it civil, but if customer services don't say they'll sort it out, ask for the contact details for the person to complain to - the address is on their website anyway. Send a letter clearly headed COMPLAINT, and give them time to sort it out before going further.

Sounds like you did exactly the same as me (but got lucky), phoned and then sent email proof which they accepted at the time but the customer services rep didn't seem to be able to switch it over at the time. Maybe I would have more luck phoning them back and seeing if I get a different resolution.

Its frustrating that different customer service reps do things differently. Something this simple (which I have proof of) shouldn't require a lot of effort or resorting to going through the complaints procedure to get what I was promised.

victor2

stevejeffers wrote: »

Sounds like you did exactly the same as me (but got lucky), phoned and then sent email proof which they accepted at the time but the customer services rep didn't seem to be able to switch it over at the time. Maybe I would have more luck phoning them back and seeing if I get a different resolution.

Its frustrating that different customer service reps do things differently. Something this simple (which I have proof of) shouldn't require a lot of effort or resorting to going through the complaints procedure to get what I was promised.

Worth another shot - maybe I was lucky.
As an existing customer, I guess you've also been through their Direct Debit debacle. It is indeed frustrating to basically have to chase every little thing they do. At least with this new tariff (if you ever get on to it!), we can leave at any time with no penalty if it all gets too much.

JohalaReewi

Same problem here. Signed up in August to switch to blue+price promise 2014 when Fixed S@ver v2 ended. On 1st October, submitted meter readings and noticed that the account was now on the Standard tariff. Phoned EDF who said that an account change was under way so it should be OK later. Checked a couple of days later and it was still Standard. Phoned again and EDF said they had no record of me signing up in August even though they had sent a confirmation email. The EDF person gave me their email address so I could forward the email to them. They received it and put the account on the blue+price promise April 2014.

Thomas_the_tank_engine

After reading this thread I thought I'd better check my online account and sure enough they've put me on the standard variable tariff. Seems to be a common experience! Anyway, I've fired off an email to them attaching their switch confirmation email from August, so we'll see how it goes. Anyone know I stand legally if they don't honour the tariff i.e. does their email confirming the switch constitutes a legal contact?

victor2

It sounds like it's a common experience. Makes you wonder how many people will (quite rightly) assume that the switch has taken place as per the email confirmation, and then find out they've been on the standard tariff when the next bill comes. My online account says my next bill is due in May 2013 - could rack up quite an expensive bill on the standard tariff by then.
Of course, assuming their "system" continues in the same haphazard way it does at present, if you enter a reading, it will increase your direct debit by an unfathomable amount, which will probably be enough to cover the debt the standard tariff will leave you in. So, two simultaneous EDF screw ups will leave you out of pocket but not in debt!

Granada210

I am glad I have now seen this thread - I started a new one on the subject today and didn't realise this has already been raised. I think the Ombudsman is the way to go if they refuse to honour it though I was assured it would be ok and have emailed them with the confirmation but not heard yet.