EDF direct debit manipulation

jalexa

Retrovertigo wrote: »

I'm totally lost when you talk about payment per year amounts.

As the most recent poster about Edf direct debit billing can you say whether you received the new "improved format" bill described here...

http://www.edfenergy.com/products-services/for-your-home/my-account/Better_Bill_Customer_guide.pdf

... or if not presumably the old format bill. The "improved bill" has a better explanation of the calculation.

Retrovertigo

jalexa wrote: »

As the most recent poster about Edf direct debit billing can you say whether you received the new "improved format" bill described here...

http://www.edfenergy.com/products-services/for-your-home/my-account/Better_Bill_Customer_guide.pdf

... or if not presumably the old format bill. The "improved bill" has a better explanation of the calculation.

No, the PDF bill I have (I'm paperless billing) isn't laid out like that. It does cover pretty much all the information included in that example above though (bar any breakdown explanations for increases of course).

It does show on my bill this last years usage compared to the next years usage (both gas and elec figures slightly down on what I've been using - in line with cutbacks I have made to save energy....and money)

I'm going to go on a limb and guess that this is my review bill though, as I was last billed July 14th - and this bill covers July 15th to November 21st. It is an odd amount of days to be billed for. Especially as EDF emailed me in July, assuring me I'd be billed six monthly after they messed up my last bill.

The fact they have billed me without any prompt from me (I hadn't submitted a meter reading, instead a meter reader called here the other day) makes me wonder if this odd period of coverage for billing means it is the review date. Otherwise why bill me for four months and 6 days?

I'm just anticipating customer services sorting out my direct debit payments and wriggling out of wanting to send me detailed breakdowns.

I have just checked again as well. DD payment has definitely changed on their website to reflect £74 and the next payment date is 6th Dec and NOT 6th Jan. I can't see anyway that an automated system would request one last payment of £40 and not simply charge me £74.

Needless to say I'll be querying that discrepancy with that Jan 6th date as well.

I obviously can't take a screen shot of my whole PDF bill, otherwise I would do. And I have no way of hosting the whole PDF to show people.

WestonDave

I am still pushing for a detailed explanation of mine in respect of gas, and if I ever get anything I will post up on here. Having now waiting 18 days for a response (having been promised it in 10) I've now escalated the enquiry to a complaint about lack of response.

jalexa

Retrovertigo wrote: »

I'm going to go on a limb and guess that this is my review bill though,

I'm not so sure. Had it been your review, you would/should have received an email asking you to provide readings in the review window. Just ask, its a simple question for Edf to answer.

I'm just anticipating customer services sorting out my direct debit payments and wriggling out of wanting to send me detailed breakdowns.

Up to you really. If you want to ask the question, I suggest an email. But like WestonDave don't hold your breath. However if you are determined to make a point, a non-reply is a good "reply" because you can escalate it to a Complaint after 10 working days.

If you can handle the cash flow I wouldn't worry about an "early" increase. Just get the bank to refund it if it happens though my experience of Edf direct debit collections has been flawless compliance with the BACS rules.

Then you still have the option of "offering" Edf the opportunity to reinstate the previous amount.

Don't know why Edf are not using the new improved bill trumpeted online. Nevertheless the improved bill explanation section may give you a clue to how they *may* have recalculated you. Study it and be ready for their reply.

snowcat53

My bills are certainly not in that format.either and I wasn't aware of the proposed change . When did they announce that?

Retrovertigo

jalexa wrote: »

I'm not so sure. Had it been your review, you would/should have received an email asking you to provide readings in the review window. Just ask, its a simple question for Edf to answer.

Then you still have the option of "offering" Edf the opportunity to reinstate the previous amount.

Just so I'm clear, is this annual review a new thing? I've mentioned earlier in this thread that I've been with EDF for 10+ years now and have never heard of an annual review before. All I have ever seen is the table I posted earlier with them estimating usage for the next 12 months.

Until I went paperless I only ever received regular bills (I still have them here to hand) plus mail notifications asking for meter readings every quarter.

edit: just wanted to add, that a lot of this is obviously just me venting. As obviously I have ten years track record of having consumed pretty much exactly the same amount of fuel every month. And that no matter what bizarro otherworldly calculations EDF decide to use, I haven't, and never will, use anything like the proposed amount of electricity they are suggesting. And for that reason there is no way in hell I'd contemplate paying them £75 month for what is basically them wanting paying in advance for something they "think" I might use.

jalexa

Retrovertigo wrote: »

is this annual review a new thing?

I only have just over a year's experience of Edf but prior to that on fixed regular direct debt with a number of suppliers for as long as I can remember. A couple of years ago Ofgem introduced some new direct debit regulations. An intention was to stop "bad debt" occurring but an unintended consequence has been that suppliers formalised their direct debit schemes sometimes resulting in "sudden excessive hikes". E.On (now reformed) were an original offender. Edf appear still unreformed. I assume the consequences were unintended by Ofgem. Whether the consequences were unintended by suppliers I do not know. Whether 'review' formally applies to a customer of 10+ years standing technically probably depends on your particular tariff terms and conditions. But I would say *probably*.


And in answer to snowcat, I first noticed the reference to the "improved" bill a couple of months ago on the Edf Energy At Home page.

backfoot

My guess is you have been provided with an Annual Statement.

These are requirements laid down by Ofgem from July 2010 to provide specific tariff, consumption and cost data.(SLC 31A)

http://www.southwarkadvice.org.uk/docs/ConsumerFocus_Factsheet_Annual_Statments_SLC31A.pdf

There are overlaps of information which can guide and assist customers to understand their consumption for the purposes of checking out annual costs. In turn, such information can guide the appropriate DD monthly payment.

None of that should prevent EDF or any Supplier from explaining how they calculate a Direct Debit. SLC 27. This is especially so when the two things do not match up.

Hope this helps.:)

backfoot

Just noticed that Ofgem have republished the DD factsheet in October 2012.

http://www.ofgem.gov.uk/Media/FactSheets/Documents1/direct_debit_leaflet_oct_2012_WEB.pdf

There is a not to the summary table saying EDf are reviewing their policies.

I suspect someone has marked their card or the discontent is finally starting to bite.:)

Retrovertigo

Good to see they are reviewing the system. But EDF have messed up my DD in the past. They completely messed up one of my bills, claimed I owed them money (I didn't, and it was resolved) but at the same time as claiming I owed them money, dropped my DD payment to £4 per month

Naturally I didn't need to phone them to sort it, as when it went against them, they were on the case.