EDF direct debit manipulation

schrodie

It seems (from speaking with EDF) that when it comes to carrying out a DD reassessment EDF's "wonderful" computer system cannot handle the situation where someone on a DD makes extra payments!

This accounts for the situation I found myself in with respect to the wrong DD being quoted. Also my DD Review date was questionable as well in that one computer said one date and another said another!!

Also in dispute is where the consumption figures came from for the past 12 months that are quoted on the Annual Statement!! EDF didn't know and will try to find out the date interval!

jalexa

Retrovertigo wrote: »

...This begs the question. Why...

Most of us have received different explanations. I think you have been given a contrived explanation which will not work in my case.

I have a perfectly reasonable statement projection but (as yet unexplained) a completely absurd DD recalculation which can only be predicated on a 40% increase in consumption.

Weston Dave has reported an unsubstantiated statement provided projection. Schrodie has just reported another explanation which as it happens *might* apply to my case.

There is as yet no "unified theory" of Edf direct debit.

victor2

schrodie wrote: »

Also my DD Review date was questionable as well in that one computer said one date and another said another!!

You mean they've got TWO Sinclair Spectrums?? :rotfl:

schrodie

victor2 wrote: »

You mean they've got TWO Sinclair Spectrums?? :rotfl:

More like ZX80s!!!

jalexa

schrodie wrote: »

It seems (from speaking with EDF) that when it comes to carrying out a DD reassessment EDF's "wonderful" computer system cannot handle the situation where someone on a DD makes extra payments!

Well you could be on to something there:T. If I account for that the Edf "assumption" is *very* accurate. I say "very" but I have to discount the Edf inability to handle a part year tariff change in their statements:rotfl:, something I had already noticed.

So if they cite that explanation I need to ask how long has that been known about and why did I get a different explanation pre-complaint? I expect to hear from the Director's team just after Christmas.

Perhaps not many will have made extra payments but the implication is that account balance is completely ignored. *That* is something which could affect many.

littlemoney

I changed to EDF in July and following advice on this forum I have not posted any meter readings. However a visit from the meter reader earlier this month could not be avoided (some else let them in). As a result of the reading EDF are reducing my gas direct debit from Februay as I am in credit for the period July to November.

Of course I am in credit, we haven't reached winter with increased consumption. Can I asked EDF not to change my direct debit. I assume if they read the meter again in March they would want a very big increase.

Is this just a game with EDF. I thought DD were to even out the payments. I changed to DD for the first time time year so I have not had a full year of the fun and games yet.

What is my best option?

25.6_Pre-contract_oblig

You folk are all doing the right thing: both morally and practically.

I have been following this thread with great interest since its inception.
Last night I re-read it in its entirety.

I've not posted, until now, because I'm not an EDF Customer and I felt I had nothing helpful to add.

The crux of the issue is

In Post #65

snowcat53 wrote:

... ...
This fundamental question about whether EDF's information meets the SLC requirement needs a ruling and clarification by Ofgem. How can we force them to do this?

In Post #82

backfoot wrote:

... ...
I am already in contact with Ofgem regarding this. I took a case to the Energy Ombudsman and won my case, but the ruling contained some confusing detail.

The more evidence I can collate the better to show that many customers are affected by EDF's systemic failure.
...

Post #205 (page 11), by backfoot, is also highly pertinent.

Is this a 'systemic issue'?

Yes. There is plenty of evidence, in this thread, for Ofgem to believe that there is a 'systemic issue' that needs investigation.

The thread that I started
Warning: npower accept new customers without sending them a Contract
https://forums.moneysavingexpert.com/discussion/4273611

Summary:
npower have not sent Contracts to some new Customers when they switched (breach of SLC 25.6).
In my case they have also breached SLC 22.8 because they have failed to send me a copy of my Contract.
Plenty of detail in the thread.

The issue at npower is a much simpler 'systemic issue'.
It is quite clear cut and so should be easy for Ofgem to prove and enforce.
It took me seven weeks to get into 'two way communication' with Ofgem.
I used several channels, direct and indirect: I'm not sure which one was effective.

IMHO the issue in this thread is much more important!
It is also going to require more work, on Ofgem's part, to investigate and assess compared to the relatively 'open and shut' case at npower.

snowcat53 wrote:

... ... How can we force them to do this?

It is excellent that

• backfoot is already direct contact with Ofgem

• you are all asking EDF for 'explanation' / 'calculation' as per SLC 27.14 (and EDF are breaching)

• you are encouraging each other

I imagine that some of you would be willing to forward your evidence to Ofgem, if they asked for it.

My approach has been to be, in public, naively optimistic (so I've tried to keep my more cynical thoughts to myself).
I've tried to hold the Supplier and the Regulator to their own (publicly stated) Standards.

Practical specific points:
While I can (and now have) sent Ofgem any evidence that they wish to see I have, from the outset, said that the primary evidence is in the MSE thread (above).

Ofgem have treated my questions, in Post #7, as a Freedom of Information request.
If you can think of a question this might help.
It is a bit of a Catch 22, you have to have a clue about the answer before you can ask an effective question.
Today, Ofgem answered these questions see
Post #134

In the weeks prior to my making 'two way communication' with Ofgem I did think of 'other things I want to tell them'. Now that I know Ofgem are looking at MSE I started the thread

FAO Ofgem and Secretary of State DECC - 3 points
https://forums.moneysavingexpert.com/discussion/4348967

I'm delighted that some of you have posted in it already.

So, in conclusion - keep going! :T

25.6_Pre-contract_oblig

jalexa

littlemoney wrote: »

As a result of the reading EDF are reducing my gas direct debit from Februay as I am in credit for the period July to November.

What is my best option?

That *may* not be the reason the DD is being reduced even if that is the reason given by an adviser.

What the statement says is the payment is changing because you are using less energy than was first thought. So you need to look at the projected cost for the usage all as stated on Page 5 of the statement. How does that compare with the usage used to calculate the original monthly payment?

Up to you what you want to do. I think if you ask to pay more the payment will be increased. For "easy" matters the Edf customer service staff try to be helpful.

jalexa

25.6_Pre-contract_oblig wrote: »

I imagine that some of you would be willing to forward your evidence to Ofgem, if they asked for it.

But that is the nub of the issue. Ofgem will not ask Joe Public. If you send it by email you will get an auto-acknowledgment but little interest.

I personally brought a previous Edf issue to Ofgem's attention by email. I precipitated telephone contact and informed the Ofgem staffer I had more information available on request. I was informed my information would be passed to the Retail Review team.

I was never asked for further information.

IMO we need to be prepared to sh*ft Ofgem Consumer Affairs Directorate with (covertly) press engagement on the issue. I think there is enough topical interest in payment increases and the associated risk of increased fuel poverty for that to be a goer.

How does "regulator inaction hikes winter payments" sound as a headline?

wakeupalarm

jalexa wrote: »

I was informed my information would be passed to the Retail Review team.

The "Retail Review team" is probably the name of their office shredder. Ofgem have shown time and again they are not interested in consumer issues.