EDF direct debit manipulation

25.6_Pre-contract_oblig

_jalexa wrote:

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

Ofgem have asked me to send (copies of) all the documents npower sent me.
I've done this (71 pages of PDF).

I waited until they asked me. Until then, I kept putting evidence into the MSE thread.
I also tried 'alternative routes' to get their attention.
One, that is in the public domain, was via Consumer Focus (see Post #102).

Ofgem have publicly stated, in the FIA answers (Post #134), that my report to them was the first report of this issue.
This was after npower told me, on 01/11/2012, that "the Regulator was aware" (see Post #5).
So, this 'not good news' for npower.

As I write, I don't have evidence that a formal investigation (into the npower issue) has started but I'm still optimistic.

I don't disagree with your media strategy. It might well work.

What would be better, IMHO, would be for Ofgem to be proactive in this EDF SLC 27.14 issue before they get 'media heat'.

25.6_Pre-contract_oblig

snowcat53

[Posted this in another thread but useful to put here too]

Just phoned EDF. No record of either of my emails.(despite the auto-acknowledgements) Advisor unaware of any problems with their email complaint system. Unable to pass a message on ('the email complaint handlers are a completely different team') or advise what to do apart from emailing them again!.

I have finally managed to get the complaint sent through also on their website by cutting it down - I think it exceeded some limit altho of course they don't tell you there is a limit or that is what has happened!

I am leaving EDF soon and I won't miss this! I am however determined to see the complaint through to a proper resolution

Rolandtheroadie

Just had a bill in from EDF.

My DD is £80 per month, thats left me £44 in credit. New direct debit? £240.

Unfortunately CS is closed till Monday now.

jalexa

scotsman4th wrote: »

Just had a bill in from EDF.

My DD is £80 per month, thats left me £44 in credit. New direct debit? £240.

Was the bill based on an Actual, Customer or Estimated reading? What is the projected consumption and cost on Page 5 of your statement? Do you know the date of your 'annual review'?

Rolandtheroadie

jalexa wrote: »

Was the bill based on an Actual, Customer or Estimated reading? What is the projected consumption and cost on Page 5 of your statement? Do you know the date of your 'annual review'?

I'd just put it up as it's the biggest rise any companies tried to put up my DD ever.

Quick phone call Monday will have it back to £80 and a "Your right, I dont know how that happened". (I'll probably put it up £5 just incase)

That aside, The meter reader was here a couple of days ago, 8148 Kwh over the past 12 months, the estimate is also 8148.

Letter says this is my latest review.

victor2

scotsman4th wrote: »

I'd just put it up as it's the biggest rise any companies tried to put up my DD ever.

Quick phone call Monday will have it back to £80 and a "Your right, I dont know how that happened". (I'll probably put it up £5 just incase)

That aside, The meter reader was here a couple of days ago, 8148 Kwh over the past 12 months, the estimate is also 8148.

Letter says this is my latest review.

You're probably spot on with the customer services response.
I only give them a reading voluntarily if I feel like making a phone call or seeing if anything's improved, which it hasn't in over a year. That's the most impressive unjustified increase I've seen yet though. They must be spreading the Christmas cheer. :rotfl:

snowcat53

At last a response from EDF - Customer Services Director (first reply to complaint of 2nd Dec, escalated on 16 dec, again on 21 dec). Apologetic and literate (except for lack of apostrophes!).


"Please accept my sincere apologies that you have not yet received a response to your previous emails, and for any inconvenience this has caused. This is not acceptable and I can assure you this is being investigated to ensure this does not happen in future.

I have contacted a colleague in a specialist team, in order for me to provide you with a full detailed explanation as to why your mothers Direct Debit was increased to £178. Once I have the relevant information, I can assure you I will provide a written response as requested detailing why the payments were increased.

I am happy to be your point of contact and will be working towards an amicable resolution in order to resolve the issues regarding your mothers Direct Debit. .If you have any further queries or concerns in the meantime, please do not hesitate to contact me on 0845 xxxxxx or by return mail.

Yours sincerely

YY
Customer Service Director's Executive Team

victor2

Decided not to give EDF meter readings this month, but my own tracking of my usage suggests that the DD should increase from £100 to £112 to cover the annual usage up until my "review" in mid-May. That is assuming the next 5 month's usage will be the same for the same period in 2012 and would leave me with about £70 debit balance in May.
So, phoned them up, increased my DD and asked about a zero balance being required at the annual review date. The ever helpful CS rep said it was expected, but agreed I would have no problem waiting until then and making a one-off payment to zero the balance.
She also said she would add £6 to each utility DD amount from the £12 increase. I did ask if that wasn't a little pointless as the DD goes against the combined total usage cost. She agreed, but said it shows on the computer that you are paying for each utility. So that's what their records will show.
Probably won't give another reading until May unless the meter man turns up. I'm happy that my monitoring of the cost will indicate if I'm covering the usage. Doing their job for them, but that's been a long-term experience with EDF.

WestonDave

Finally had a response from them which makes arithmetical sense although fails to answer the original question, but have noticed a new little scam on their system. Having changed from their standard variable tariff to the lower Blue tariff, I've seen the expected cost of my energy use reduce from £110 per month to £105 per month. However my direct debit has gone from £58 per month to £86 per month. As part of the calculation for the £86 they are spreading the £250 credit I have on the account over 12 months, so I assume that the lower previous direct debit was because this credit was spread over a shorter period. In short it appears that by transferring tariffs I've somehow given them carte blanche to sit on my money for an extra 5(ish) months - err I think not!

jalexa

WestonDave wrote: »

so I assume that the lower previous direct debit was because this credit was spread over a shorter period.

I think you need to ask that as a direct question. *If* they are now performing 12 month rolling calculations that would be no bad thing but it is not how the scheme was described when I last read it and it *could not* explain my last re-calculation.

Incidentally, scrodie's (IIRC) explanation that the re-calculation does not take into account extra payments made *could* explain my last re-calculation.

ISTM that every explanation is different.