Nightmare switch to EDF

patgc

I initiated a switch from Eon to Edf for dual fuel back in August. The ekectric switched fine and went live on 5th Sept. However the gas is another matter. Depsite various emails, and numerous phone calls, its still not 'live'. Their excuses have ranged from Holds by Eon, misplaced paperwork, computer problems, and oh dear, it can take longer the electric, and each time, "it will only be a few days". Last week, i thought I would do a meter reading for the electric and noticed that they had a reading for the gas, so entered a new reading for both. Electric went through fine, it wouldnt accept the gas. I then noticed that the reading they had was only 4 figures and not 5 which I was trying to enter.Checked my reading, correct, checked my final account from Eon, 5 figures, and correct final reading that I had given EDF over the phone to an actual person. So phoned EDF again explained what I had noticed and they said they would look into it, After more calls from EDF asking me to go and check meter to confirm my reading, ended with them asking me to take pic of meter and send to them to prove I was reading it right as they had it down as a 4 figure meter, not 5. I duly did this and sent it, which they acknowledged and said they would look into it. I explained that they had obviously had the correct final/opening read as they had given it to Eon and we had been billed correctly and paid Eon. Edf said they would have to open a Read Dispute and they would get back to me. Next day they rang again and said that I had to phone Eon and raise a dispute as they couldnt do ( data protection). So, duly phoned Eon who of course said the read was fine, no dispute andEdf had sent them the right figures, so the mistake was at Edf not them.. Phone Edf again yesterday, explained it all again, the chap who had been dealing with it had gone on holiday, so somebody else was going to look into it and promised to get back to me this evening. Guess what, no phone call. I am at my wits ends. Eon said its only a matter of them altering the opening readin figure. Edf made the mistake when entering the figure, they obviously had the correct figure as they sent it to Eon, but they wont admit their mistake or get it sorted. I am spending 25+ minutes on hold to EDF each time,( free phone thankgoodness), calls to Eon which aren't free, email after email, which they take up to 10 working days to answer,what else can I do ?

backfoot

You have done more than enough.

If this was me, I would continue to pay any electricity charges as billed and wait for EDF to resolve their own problem with the gas.

I presume you have final bills from Eon and have cleared them.

If after 12 months EDF continue to fail, you can invoke the backbilling rules and EDf will not be able to charge you for that period.Put aside the amount in savings to cover your consumption in the event that EDf resolve the situation.

Turn the tables on EDF and stop worrying.

Good luck.:)

GooliesOfFire

So many negative comments regarding switching to EDF that I'm worried now.

patgc

Backfoot,
Thanks for that advice but EDF are taking my total direct debits for gas and electric each month, despite the problem.

stagey_2

I'm having a similar problem switching from Eon to First Utility. Advised that it was switched on 23/10 but no one asked for a gas meter reading, advised to just log in to my account for First Utility to add the gas reading, but I can't click thro' to do so. Registered a complaint on Monday, following many calls and on line chats and other than an automatic response have heard nothing more. They have already taken a payment for dual fuel, and so have Eon for this month. I'm trying to stay calm and believe it will be OK soon!!! but .... MARTIN I thought you said it was a simple process - my advice to anyone thinking of switiching if the savings are under £100 a year - is DON'T.

Wywth

patgc wrote: »

I initiated a switch from Eon to Edf for dual fuel back in August. The ekectric switched fine and went live on 5th Sept. However the gas is another matter. Depsite various emails, and numerous phone calls, its still not 'live'. Their excuses have ranged from Holds by Eon, misplaced paperwork, computer problems, and oh dear, it can take longer the electric, and each time, "it will only be a few days". Last week, i thought I would do a meter reading for the electric and noticed that they had a reading for the gas, so entered a new reading for both. Electric went through fine, it wouldnt accept the gas. I then noticed that the reading they had was only 4 figures and not 5 which I was trying to enter.Checked my reading, correct, checked my final account from Eon, 5 figures, and correct final reading that I had given EDF over the phone to an actual person. So phoned EDF again explained what I had noticed and they said they would look into it, After more calls from EDF asking me to go and check meter to confirm my reading, ended with them asking me to take pic of meter and send to them to prove I was reading it right as they had it down as a 4 figure meter, not 5. I duly did this and sent it, which they acknowledged and said they would look into it. I explained that they had obviously had the correct final/opening read as they had given it to Eon and we had been billed correctly and paid Eon. Edf said they would have to open a Read Dispute and they would get back to me. Next day they rang again and said that I had to phone Eon and raise a dispute as they couldnt do ( data protection). So, duly phoned Eon who of course said the read was fine, no dispute andEdf had sent them the right figures, so the mistake was at Edf not them.. Phone Edf again yesterday, explained it all again, the chap who had been dealing with it had gone on holiday, so somebody else was going to look into it and promised to get back to me this evening. Guess what, no phone call. I am at my wits ends. Eon said its only a matter of them altering the opening readin figure. Edf made the mistake when entering the figure, they obviously had the correct figure as they sent it to Eon, but they wont admit their mistake or get it sorted. I am spending 25+ minutes on hold to EDF each time,( free phone thankgoodness), calls to Eon which aren't free, email after email, which they take up to 10 working days to answer,what else can I do ?

If EDF have input a start reading (albeit incorrectly) then it sounds like you are now being supplied by them

They should resolve what the correct reading is directly with Eon. Just ensure your end reading with Eon matches the start reading with EDF when this is all resolved.

Wywth

GooliesOfFire wrote: »

So many negative comments regarding switching to EDF that I'm worried now.

Yeah, you'd be better off with candles ... :cool:

Yesterday there were comments that nPower, E.on. and all the smaller suplliers should be avoided.
I'm sure a quick search will also put you off BG, SSE and SP

backfoot

patgc wrote: »

Backfoot,
Thanks for that advice but EDF are taking my total direct debits for gas and electric each month, despite the problem.

The payment of direct debits is totally separate from the billing. If they don't bill you correctly within the 12 month period then they will have to refund the amounts taken.

Your situation is one specifically given as a Scenario in the rules.

See Sub Clause 6.2.

http://www.energy-uk.org.uk/publication/finish/43/412.html

You are not wilfully avoiding your obligations and have gone out of your way to resolve the problem. The above rules are designed to protect the customer in the event of Supplier mismanagement.

GooliesOfFire

Wywth wrote: »

Yeah, you'd be better off with candles ... :cool:

Yesterday there were comments that nPower, E.on. and all the smaller suplliers should be avoided.
I'm sure a quick search will also put you off BG, SSE and SP

Or never switch, for all the hassle it brings

I hope my switch will go smoothly. I will give EDF my electric readings tomorrow and gas readings in near hopefully future.

Wywth

backfoot wrote: »

The payment of direct debits is totally separate from the billing. If they don't bill you correctly within the 12 month period then they will have to refund the amounts taken.

Your situation is one specifically given as a Scenario in the rules.

See Sub Clause 6.2.

http://www.energy-uk.org.uk/publication/finish/43/412.html

You are not wilfully avoiding your obligations and have gone out of your way to resolve the problem. The above rules are designed to protect the customer in the event of Supplier mismanagement.

That clause says:

As long as applying the correct customer readings will increase the customer’s debt.

As the customer is already paying by monthly DD, there may be sufficient credit to avoid any debt being created

This is consistant with the 'Background Guidance' of that publication which says:

Where suppliers issue a bill which has these principles applied, they will credit the account with the value of the unbilled energy consumed over 12 months ago, taking into consideration any payments already made by the customer or credits applied to the account, so that the customer is not required to pay any additional sums towards this previously unbilled energy consumption.

Wywth

GooliesOfFire wrote: »

Or never switch, for all the hassle it brings

Exactly ... it's only money :cool: