billing error - not charged for electricity

lolypopcorn

I am posting this on behalf of a relative who signed up with EDF over a year ago. They pay by direct debit for dual fuel and have paperless bills enabled but have never logged on to their account to check bills until recently.

I have looked through the account with them and they are definitely on a dual fuel tarriff and both readings have been recorded (by engineers) but the next readings are due soon.

The account is in credit by a substantial amount but after looking through all of the bills on the account they have only ever been billed for gas usage and never electricity.

They are going to contact EDF tomorrow and obviously will be charged for the electricity usage. However I would like to know where they stand if the credit on the account does not cover the amount they owe (seeing as this has been going on for well over a year)?

Surely this is an error on EDFs behalf as the have been charging nearly £100 a month by DD for gas and electricity and getting their engineers to take both readings but have only created bills for gas. Has anybody else been in a similar situation?

HappyMJ

They will be charged for electricity for the past year as you say. Any payments made so far can go towards previous years bills so the amount due if it isn't enough can be no more than 12 months of electricity usage.

dogshome

Whilst this saga of billing failure on either the Gas or Elec is fairly common with EDF, it would be worth checking with the relatives previous supplier that EDF did take over the Elec supply - Did this supplier issue a Final Bill that was actually headed "Final Bill"

macman

The back billing rule may apply. But the fact that the customer failed to check their bills online and then contact EDF does not help.

jalexa

lolypopcorn wrote: »

They pay by direct debit for dual fuel and have paperless bills enabled but have never logged on to their account to check bills until recently.

There is a technical matter which needs to be investigated before "blame" can be apportioned.

You need to check there is an email address present in MyAccount contact details. Is it a valid email address?

*If* a bill had been generated a message would (should) have been sent to that email address. Bear in mind that the tariff terms & conditions may only specify one bill a year.

So the first "test" is to find out why (apparently) no bill message email has been received for any bills now available in MyAccount.