EDF say I didn't change my tariff when I did. Anyone else had same issue?

sare_2

Hi. Just wondering if anyone else tried to change their tariff with EDF a few days before the price increase and found it hasn't been actioned?

I logged on to my EDF dual fuel account on 21st October and clicked on the option to change my tariff to the fixed Blue 2014 offer.
When the price rises were announced a few days later I checked my account to make sure I was on the fixed rate and it still showed as Standard variable. I thought maybe it was taking a few days to update so left it 2 more days and checked again. Still not updated so I emailed them.

They've got back to me today saying that although they can see I logged on on the 21st I didn't change anything and they can only offer me the new fixed rate 2015 deal which is of course higher priced.

I'm really annoyed with EDF as I KNOW I changed it using their website. I can't help but think it's convenient they have no record of it just as they put up the prices, but I have no way of proving it :mad:

wakeupalarm

There has been a few people who have made similar complaints about EDF and the sign up to Blue 2014 tariff on this forum so you are not the only one. Did you receive any email from EDF confirming you will be on the blue tariff when you changed?

sare_2

Unfortunately not. I just naively thought it might take a few days to be actioned and I'd get something in the post. So annoyed with myself for not doing it over the phone.

JohalaReewi

Do a search for EDF BLUE in this forum. There were many people who signed up and got a confirmation email then got put on standard rate because EDF had no record of the request..

victor2

It happened to me, but fortunately when I forwarded them the confirmation email, they sorted it out.
Without that, you have no proof you did the change, so I wouldn't hold out much hope of them giving you what you wanted. Customer loyalty seems to have zero value these days, but you could try calling them and seeing if they're prepared to do any sort of goodwill gesture, particularly as they know there was a problem with people signing up to the new tariff online.

Chrisb370

I changed my existing EDF account online to Blue 2014 on 18 Oct. Got the confirmation Emails and saved a copy of my account details page. Still got a letter today stating specifically that my charges would be increased by the 10.8% hike (not a circular).
Checked that my account webpage still correctly showed the fix rate and rang them for an explanation. After 20min wait, was told to ignore the letter, no apology and a refusal to write any confirmation then cut off while waiting to talk to a manager.
Not happy with this, they have clearly made a mistake and I want confirmation of my status in writing to avoid any possible dispute in the future. Suggest that anyone else in a similar situation gets it in writing and not just verbally from an anonymous employee with them having the only record. A situation which they clearly prefer.