EDF problems still....

debrag

So 14th August our gas meter was finally changed to a credit meter (a very long story there). Still we don't have our gas & electric as one account, so many problems that I have direct contact with customer service adviser via email.

Just recently we have been sent a bill (online) for our gas account 4th April to 13th August for £53.23. It's prepay at that point so why are we being billed? We also got £40 back from them as a good will gesture as investigations found them in fault. This is down on the bill as a refund so have they given it us and taken it off the amount that we have put on the meter during that time? Meaning we will end up giving them it back via this bill?

Wywth

debrag wrote: »

So 14th August our gas meter was finally changed to a credit meter (a very long story there). Still we don't have our gas & electric as one account, so many problems that I have direct contact with customer service adviser via email.

Just recently we have been sent a bill (online) for our gas account 4th April to 13th August for £53.23. It's prepay at that point so why are we being billed? We also got £40 back from them as a good will gesture as investigations found them in fault. This is down on the bill as a refund so have they given it us and taken it off the amount that we have put on the meter during that time? Meaning we will end up giving them it back via this bill?

What was the outcome of the complaint you filed?
Did they specifically say they would cancel the bill, or was the resolution to give you £40 refund???

debrag

Wywth wrote: »

What was the outcome of the complaint you filed?
Did they specifically say they would cancel the bill, or was the resolution to give you £40 refund???

Complaint has nothing to do with the bill, the complaint is still on going (for most of this year) and I've only just received the bill for £52.23. The £40 good will gesture is on it as a refund but it isn't taken of the bill so I still 'owe' £52.23 but how can I went it was a prepay meter for all that time.

[Deleted User]

Possibly cost of the meter change,or part of it, billed to you. Suppliers mostly seem to try and bill customers for meter exchanges, prepay to credit.

Terrylw1

If you go from a PPM to credit, they will show the exchange on the next bill. It will also show your credits to show that you paid up to the final reading.

Some of these new SAP billing systems even open a new account when this happens so you are only billed from the opening readings upwards.

In a billing system, all types of payment types are billed in the same way but with a PPM is classed as a statement because you have already paid.

So, are your credit showing and do they wipe out the values? If not, they are billing you something that you shouldn't be paying.

debrag

YoYoY wrote: »

:huh: :huh: :huh:

Problems been going on since Feb. Our electric was with EDF and as we could get free meters we decided to change our gas to EDF also.

Got our electric meter changed but took up to two month for the account to be changed due to them not pressing some simple thing on their end. God knows how many calls I had to make to sort this out, around April it was sorted.

Two if not three attempts to get an engineer out to change the gas meter, switched to them but got a bill from scottish power who we were with before. EDF claim we were with BG but we never have been so big delay in us being able to get an engineer out. Finally in August the meter was changed but only now has the account been changed over and even that isn't correct as it's meant to be with the electric.

We got the £40 for the electric !!!!-up and getting the engineer out for the gas.

The bill we now have states:

Your prepayment final gas statement
As this is your final statement, please call us to pay your outstanding
balance of £52.86

Could we be getting this bill due to them not getting the money from Scottish Power?

debrag

Right so our gas & electric are actually under one account, the other is just the old prepay gas account.

Gas meter is a smart meter so can't submit readings.

Looking on joint account the gas is estimated as 2257 on 14/8/12. The reading the engineer wrote on meter is 3912 and new index is 0000.

The bill is for 60 units for 132 days. We use very little gas as it's just for hob and shower/hot water. We actually use little electric too even though we have loads of things running. Since May we have used around 1100 KWh. Is 3300 kWh for electricity and 16500 KWh for gas a year what they estimate for us or a typical household average?

Terrylw1

So, is that lower reading for the meter removal? If so, you're better off so its up to you but they could pick up on it later and bill the missing portion, so keep it in mind.

Did you have credit on the PPM at the switch? Was it refunded to you?

debrag

Terrylw1 wrote: »

So, is that lower reading for the meter removal? If so, you're better off so its up to you but they could pick up on it later and bill the missing portion, so keep it in mind.

Did you have credit on the PPM at the switch? Was it refunded to you?

But why are we being billed in the first place?

I don't remember the amount left on the prepay meter but it wasn't much and no refund from it.

Terrylw1

You will get billed up to the meter removal but since its a PPM, you had already done that with credit on top.

A billing system bills credit & PPM's all the same. What matters is that it contained all your payments which would account for more than the usage up to the final reading. Then they give you the credit back to start you with zero debt on the new credit meter. If you agreed to leave the credit on the account, it will just show and be deducted in the next bill.

Is your above bill quote the bill up to a switch? If so, you shouldn't be billed if it was still a PPM. What matters though is the switch read they use because if they use one higher than your meter is showing, if your credit didn't cover it, it would put you in debt in error.

debrag

Terrylw1 wrote: »

You will get billed up to the meter removal but since its a PPM, you had already done that with credit on top.

A billing system bills credit & PPM's all the same. What matters is that it contained all your payments which would account for more than the usage up to the final reading. Then they give you the credit back to start you with zero debt on the new credit meter. If you agreed to leave the credit on the account, it will just show and be deducted in the next bill.

Is your above bill quote the bill up to a switch? If so, you shouldn't be billed if it was still a PPM. What matters though is the switch read they use because if they use one higher than your meter is showing, if your credit didn't cover it, it would put you in debt in error.

Yes date on bill is up to the switch date. The meter reading quoted on the new meter by engineer is slightly higher than on bill.