What would you do next?

sarah-jane2

I'm a bit of a lurker here, but new to posting. I'm sorry my first post is so long! My attempt to switch from edf to Scottish Power, began in August and isn’t done yet. I don’t know if I want to simply vent, or maybe to ask whether it’s worth the time to go through edf’s complaints procedure. In summary:

1st attempt to switch refused (August). Two operators have told me they could see no reason for the refusal. My account was clear. The 2nd reassured me that when SP re-submitted the transfer would go through.

2nd attempt to switch refused because edf said there was £250 outstanding on my account (Sept). I had received no bill at the point the switch was refused (I had received a request for a meter reading a couple of days prior). When I called and gave my meter reading, it transpired I owed them £121.09, which I cleared. (Surely this is a common problem…that the whole switch process takes so long that usage occurs. But you’d think they would have to tell you about the debt.)

So then I had to get a new contract issued from SP (October) because they can only make two attempts. I fear the new contract is at a higher rate, but I can’t be sure because SP say they can’t tell the rates of the previous contract.

3rd attempt - this week I receive a letter from edf saying there’s a balance of £700.13 on my account. I call them and am told my account is clear. The operator says there’s no record of a letter being sent to me. She goes off to talk to the switch team and I’m transferred to someone in Customer Services who says my account needs to be ‘investigated’ and that he needs to read me a legal statement and post me the complaints procedure.

I tell him that I don’t want him reading me anything thanks, that he can post me the legal statement too. It was an odd exchange and he seemed not to want to say anything to me, having been thwarted in his attempt to read me some legal stuff. It took me 20 minutes to persuade him to check whether edf has once again refused the switch to SP – he kept saying he couldn’t tell me because the account was under investigation. In the end, he confirmed that edf has refused the switch this week.

Something about this last call made me rather uneasy, so I have asked for a customer services manager to call me back. Plus, I fear the same will happen again and the whole thing will drag on for so long that an amount will accrue and they'll refuse again.

You’ve got to be really determined to switch huh? The vast amount of time it can take, the general stress it causes and the ear-ache you get from the hold music - is it worth £100 a year?

I keep telling myself that at least I’ll be free from edf. But I doubt SP will be much different.

Sorry to wibble on.

Sarah

Wywth

sarah-jane2 wrote: »

I'm a bit of a lurker here, but new to posting. I'm sorry my first post is so long! My attempt to switch from edf to Scottish Power, began in August and isn’t done yet. I don’t know if I want to simply vent, or maybe to ask whether it’s worth the time to go through edf’s complaints procedure. In summary:

1st attempt to switch refused (August). Two operators have told me they could see no reason for the refusal. My account was clear. The 2nd reassured me that when SP re-submitted the transfer would go through.

2nd attempt to switch refused because edf said there was £250 outstanding on my account (Sept). I had received no bill at the point the switch was refused (I had received a request for a meter reading a couple of days prior). When I called and gave my meter reading, it transpired I owed them £121.09, which I cleared. (Surely this is a common problem…that the whole switch process takes so long that usage occurs. But you’d think they would have to tell you about the debt.)

So then I had to get a new contract issued from SP (October) because they can only make two attempts. I fear the new contract is at a higher rate, but I can’t be sure because SP say they can’t tell the rates of the previous contract.

3rd attempt - this week I receive a letter from edf saying there’s a balance of £700.13 on my account. I call them and am told my account is clear. The operator says there’s no record of a letter being sent to me. She goes off to talk to the switch team and I’m transferred to someone in Customer Services who says my account needs to be ‘investigated’ and that he needs to read me a legal statement and post me the complaints procedure.

I tell him that I don’t want him reading me anything thanks, that he can post me the legal statement too. It was an odd exchange and he seemed not to want to say anything to me, having been thwarted in his attempt to read me some legal stuff. It took me 20 minutes to persuade him to check whether edf has once again refused the switch to SP – he kept saying he couldn’t tell me because the account was under investigation. In the end, he confirmed that edf has refused the switch this week.

Something about this last call made me rather uneasy, so I have asked for a customer services manager to call me back. Plus, I fear the same will happen again and the whole thing will drag on for so long that an amount will accrue and they'll refuse again.

You’ve got to be really determined to switch huh? The vast amount of time it can take, the general stress it causes and the ear-ache you get from the hold music - is it worth £100 a year?

I keep telling myself that at least I’ll be free from edf. But I doubt SP will be much different.

Sorry to wibble on.

Sarah

Make a formal complaint to EDF asking for a full and detailed reason for having blocked your transfer request twice (or is it 3 times now?)
http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

They can only block a switch if there is an outstanding debt on your account. A debt is not an outstanding debt until at least 28 days have passed since they have formally demanded it (e.g. billed you for it)

Ask them also, if they find they have had no good cause to block your previous requests, to award you suitable compensation at least equal to the amount of extra cost you have incurred in them blocking your request.
I would expect, if that does prove to be the case, they will also bung you a sizeable goodwill payment. :beer:

sarah-jane2

Thank you.

The manager just called back to tell me that a corrupt instalment plan is the reason for all the trouble. He acknowledged that they have blocked the switch 3 times incorrectly. I'm still cross about it being blocked before they billed for an outstanding amount, mind you.

He told me that he would expect SP to honour my first contract, ie backdate the tariff. Fabulous how it's always the customer who has to sort out these things!

I will try SP...but am not hopeful.

He also said he will send a cheque for £50 'by way of an apology'. That seems cheap given the circumstances!

Sarah

Wywth

sarah-jane2 wrote: »

Thank you.

The manager just called back to tell me that a corrupt instalment plan is the reason for all the trouble. He acknowledged that they have blocked the switch 3 times incorrectly. I'm still cross about it being blocked before they billed for an outstanding amount, mind you.

He told me that he would expect SP to honour my first contract, ie backdate the tariff. Fabulous how it's always the customer who has to sort out these things!

I will try SP...but am not hopeful.

He also said he will send a cheque for £50 'by way of an apology'. That seems cheap given the circumstances!

Sarah

If you think your loss amounts to more than £50 (and I suspect it does) then make a formal complaint.

It'll cost EDF hundreds if this goes to the ombudsman (in their fees alone), and the ombudsman should see you don't lose out by EDF's errors.

This is nothing to do with SP - it was EDF that blocked them from becoming your supplier.

devildog

I had problems too switching from EDF to Scottish Power, with both sides blaming each other. I tended to believe that it was EDF causing the aggravation because I had nothing but problems from them the whole time. It eventually got resolved after numerous complaints.

undaunted

I agree with what Wywth has suggested. If there was no legitimate reason to block your switch and your loss is more than £50 you should expect EDF to compensate you for it.

sarah-jane2

Thanks everyone. I will give SP a call in the first instance, see if they will backdate the tariff. If not, I'll go the formal complaint route (and won't bank edf's £50 cheque!).

Will let you know how I get on...don't hold your breaths, it's never swift!

Sarah

Scottish_Power

sarah-jane2 Hi if you e-mail me details at [EMAIL="onlinecomplaints@scottishPower.com"]onlinecomplaints@scottishPower.com[/EMAIL] I will look into this for you. I see no problem honouring the original contract. Thanks David @ ScottishPower