EDF direct debit manipulation

Retrovertigo

Right.....just got off the phone with them and here is what happened. Firstly the CS guy was super nice and friendly (something that EDF have always been good at in my opinion)

He was equally puzzled as to why they had conjured up the huge jump in electricity usage so agreed it was not correct and so set my new DD at £50.

He reluctantly agreed to send me a breakdown of how the usage prediction was calculated and said I would receive it within 10 days. He wasn't argumentative about it, it just felt like he thought I was asking for something that wasn't necessary. I told him I wanted it for future reference in case anything went wrong again.

Interestingly - and this is the bit I wasn't happy with - he wouldn't let me set my DD at £45 per month. With the projected cost, and the credit I have, £45 should cover me for the next 12 months.

BUT.....he said that the "system" didn't like taking into account that the credit I had was a goodwill gesture, and if I didn't have it, I would be at £0 pounds in my account right now.

And the kicker....that "we like customers to always be in credit to cover bills". In other words they want to always be holding money "just in case".

Now I'm sure it isn't a surprise that these companies do that. But I don't think I have ever heard one blatantly spell it out like that. Happy it is sorted for now. Extremely unhappy that EDF would rather some of my money sit in their bank account rather than mine.

Once (if?) I receive the breakdown for the £75 figure I'll post it here.

backfoot

Retrovertigo wrote: »

He reluctantly agreed to send me a breakdown of how the usage prediction was calculated and said I would receive it within 10 days. He wasn't argumentative about it, it just felt like he thought I was asking for something that wasn't necessary. I told him I wanted it for future reference in case anything went wrong again.

BUT.....he said that the "system" didn't like taking into account that the credit I had was a goodwill gesture, and if I didn't have it, I would be at £0 pounds in my account right now.

Very well done.:T

You may wish to confirm the request in writing (email). Otherwise you may get sent something you haven't asked for.

The second bit about not taking credits into account is obviously utter nonsense. :rotfl:

snowcat53

Excellent - very well done Retro!
Look forward to seeing the workings.

I have also put in a request for my mother's DD calculation - I used their online system (took a screenshot for the record as it doesn't seem to store ac copy) and I've had their "we will get back to you within 10 days" automated acknowledgement . Will be interesting to see, and if they factor in warm home discounts etc

Retrovertigo

Really appreciate the support I've received here

I know that deep down my DD would be fixed when I spoke to them. But as someone for who money is extremely tight, being stuck over the weekend not being able to speak to EDF's CS really makes me worry. Unnecessarily I'm sure - but nevertheless you always have those niggling doubts. Thanks to everyone who contributed

edit: just received an email saying there is an important message for me in the my account section on the EDF website.

As suggested, I also emailed EDF asking for a breakdown of how my DD is calculated. I thought this reply was too quick to appear, and all it does is point me to a message dated from July this year, simply saying my DD was then set at £20 for elec and £20 for gas.

I have a horrible feeling that the system is simply giving me this old information as my DD breakdown. Seems very odd otherwise, to get an email notifying me of a message that is four months old?

backfoot

You should have an automated message from them saying they will respond within 10 working days. If they don't, follow it up asking for an immediate response to your specific request.

The good thing, is that you have the DD down to a manageable level. You are still entitled to an explanation of their actions under the Regulations.

The more this issue keeps getting tested the better.

EDF are accoutable for their policies and actions. They are already facing serious questions over their complaint handling.

Gold_Rush

Just a small follow up on my call to EDF about them trying to increase me DD by 39% They just sent me a letter (a standard letter) no mention of the call I made to them and insisting they only apply the 10.8% increase to my current DD.
It wasn't too hard to get them to change their mind, but annoying I've had to do this twice now. I suspect they're running a numbers game, and this leaves plenty of accounts with far too much credit and they earn off the interest!
After reading a few posts maybe I will ask them now for a detailed breakdown of how they worked out that increase as my usage has actually gone down slightly and was confirmed by my usage stats on the bill!
Either they're not using the same stats we see on our bills, or it's pure fantasy and they're just trying their luck!:wall:

backfoot

Gold_Rush wrote: »

After reading a few posts maybe I will ask them now for a detailed breakdown of how they worked out that increase as my usage has actually gone down slightly and was confirmed by my usage stats on the bill!

Either they're not using the same stats we see on our bills, or it's pure fantasy and they're just trying their luck!:wall:

Well done on all counts.:T

It's great you are trying to obtain more information.That way we may be able to get to the bottom of all this and prevent others being affected.:)

Gold_Rush

backfoot wrote: »

Well done on all counts.:T

It's great you are trying to obtain more information.That way we may be able to get to the bottom of all this and prevent others being affected.:)

Yes hopefully if enough of us keep badgering them they'll fall into line.
You can run but you can't hide EDF

snowcat53

Well done and many thanks Gold Rush.
If as many of us as possible do this and insist on a detailed calculation we may achieve a critical mass of evidence to force a change..

brewerdave

backfoot wrote: »

Very well done.:T

You may wish to confirm the request in writing (email). Otherwise you may get sent something you haven't asked for.

The second bit about not taking credits into account is obviously utter nonsense. :rotfl:

..when I chased up in August re DD setting after a change of tariff I received an email which explained that the system had only taken ~~60% of the existing credit balance into account when calculating the DD required until next annual review (June 2013) namely £123 out of £210!!
The EDF agent couldn't explain why!!! :rotfl:so manually recalculated the DD using the whole of my August credit balance -reducing my DD by a further £10 pm until review.:T