EDF direct debit manipulation

jalexa

schrodie wrote: »

Are Ofgem aware of this issue with EDF's billing system?

Shocking but not entirely surprising. I hope that you will take action to answer your own question.

schrodie

jalexa wrote: »

Shocking but not entirely surprising. I hope that you will take action to answer your own question.

Not sure if Ofgem are interested (as they don't handle consumers' complaints) but I rang Consumer Direct and have now got a member of EDF's Executive Liaison Department looking into it!!!

WestonDave

Now had a response which basically says they have no idea how the consumption figure (40% up on last year) came about but its OK because the direct debit amount hasn't changed and will be the correct at the next annual review.

Which I might be inclined to accept but for the fact that having switched from standard variable to the Blue+ March 2014 tariff, (i.e. a cheaper tariff) they've shoved the direct debit up by 50%! That somewhat undermines the assurance that the previous direct debit was correct! You couldn't make it up!

There is now no doubt in my mind that their system is rogue and is out of control with no-one really knowing what it is doing in between billing.

(Incidentally I've noticed that my gas bill no longer shows the derivation of units to kWh which could be important for some if they get a CuFt meter confused with a metric one. Not sure whether this is common policy with other suppliers).

Ah well back to banging my head on the brick wall of EDF admin!

jalexa

WestonDave wrote: »

...they have no idea how the consumption figure (40% up on last year) came about

How did you come about the "consumption figure" you refer to. Is it printed on your bill/statement?

I have perfectly reasonable "consumption figures" printed on my statement. It is only the calculation which alludes to a 43% increase.

Still waiting for my "explanation".

victor2

WestonDave wrote: »

(Incidentally I've noticed that my gas bill no longer shows the derivation of units to kWh which could be important for some if they get a CuFt meter confused with a metric one. Not sure whether this is common policy with other suppliers).

I hadn't noticed that, but my last bill stated in reference to the 61 units used:

which equals 1933 kWh with a Calorific Value of 39.4

So they did indicate the CV, which is the only variable element in the formula (apart from the units of course), but that is fine if you know the formula....
Could be clearer, but then so could a number of things with EDF!

WestonDave

The consumption figures come from the very bottom of the bill I had at the beginning of November - it had gas and electric used in the last 12 months and then predicted for the next 12 months. More recent bill doesn't have it and there is a hint in the email that maybe its only on the annual review bill.

victor2

WestonDave wrote: »

The consumption figures come from the very bottom of the bill I had at the beginning of November - it had gas and electric used in the last 12 months and then predicted for the next 12 months. More recent bill doesn't have it and there is a hint in the email that maybe its only on the annual review bill.

I was looking at my bill from early November, which had the last 12 months and prediction on it. Haven't given a reading since then so am not expecting another until I do.
Maybe they've dropped it from bills that are not an annual review now to cut down on the complaints...

jalexa

victor2 wrote: »

Maybe they've dropped it from bills that are not an annual review now to cut down on the complaints...

Not dropped from my November bill. It is a regulatory requirement that every statement has the previous 12 months usage and the next 12 months cost based on the previous 12 months usage. The Edf statement projection and cost based on the projection does not comply with my understanding of the regulations.

Retrovertigo

I finally received a response after my own DD debacle. And while the reply does make sense as to why my DD change was wildly off mark - it doesn't explain why they calculated it based on the information they have just given me.

The gist of it was; my review is due every May. In May 2012 although there was a review and I provided meter readings for both gas and electric, only my gas reading was taken into account.

They didn't take into account my electricity meter reading at all, and so based my DD charges recently on the fact my last electricity review was the year previous, and so the system assumed I was using twice as much electricity as I actually am.

This begs the question. Why did the system not query that charges were being based over a 2 year period, when the review is supposed to be annual. Why did no one contact me from EDF to double check the elec meter reading.

And lastly, is that explanation is the true one. Why did my latest bill have an estimated usage chart at the bottom of it, which clearly showed a true representation on my annual usage.

So many questions unanswered, and simply put down to "the system" not taking into account a meter reading from early this year.

While it was all sorted over the phone the other week. I have absolutely no confidence that this won't happen again, as clearly any systems they have in place simply disregard any missing information (even if the customer has provided it) and wrongly calculates peoples DD charges.

Not sure what to do from here, other than whinge a bit more?

victor2

I think that we can continue to be a little thorn in their side, but so long as we know we are on a very competitive (if not unbeatable by now) tariff, just monitor our own usage and associated cost carefully. Then make sure, by taking advantage of their very polite customer service staff, we are paying a reasonable amount and do as little as possible to leave it where it is. IE only let them have readings when they ask for them, a meter reader turns up, or an annual review is due.
It's a shame for those who don't have the time or knowledge to cost their actual consumption. Friends and relatives we can help, but there must be many more out there either over-paying or unwittingly lining themselves up for a shocking bill.