Hilarious EDF Billing breakdown

vladimpaler

Hi all,

I have been having serious problems with EDF and their billing. We have a dual fuel tariff, which suddenly split apart into Gas and Electricity as seperate bills after randomly going from quarterly payment to monthly DD twice previously. Now they want £900 in 'back payments' for periods I have already paid for, without giving me an accounting of a) how they got these figures, b) how they have paired the money I have paid them against billed amounts and C) why I am being billed backwards! Kepeing in mind what I have read about their billing problems, I am very seriously concerned that their figures are wrong - they seem to not be able to account for this themselves!

On the third attempt, I finally got the below breakdown. Not sure if anyone else can understand it, but I sure can't. What a bunch of clowns. Any ideas what I can do?


18 Aug 2011 – Gas andElectricity bill, for the period 12.03.11 – 16.08.2011,outstanding balance 233.24

13 Sep 2011 – 18 August billcancelled, new bill for the period 12.03.2011 – 09.09.2011 created, outstanding balance £125.83

3 Nov 2011 – New bill for theperiod 10.09.2011 – 01.11.2011, outstanding balance £217.73

3 Jan 2012 – Gas only billproduced (gas charges £134.35) Outstanding balance including the previous gas and electric charges above £261.17.

11 Jan 2012 – Payment of£261.17 received

21 May 2012 – Bill produced – Electricity charge period 2.11.2011 – 10.01.2012 and gas 6.12.2011 – 10.01.2012,outstanding balance £146.06

4 July 2012 - Bill cancelled andelectric only bill created for the period 10.09.2011 – 22.06.2012, outstanding balance £595.13

15 September 2012 -Paymentof £146.06 received

17 Oct 2012 – bill of £595.13 cancelled, and electric only bill for the period 10.09.2011 – 22.06.2012, outstanding balance £449.01

5 Nov 2012 – Electric onlybill produced for the period 23.06.2012 – 20.10.2012, outstanding balance £614.42

9 Nov 2012 – Final gas billof £900.81 Gas charges 06.12.2011 – 22.10.2012 (This balance includes the balance £614.42 from the electric bill above)

The outstanding balance of £900.81 covers the period: Gas6.12.2011 to 22.10.2012 andElectricity 10.09.2011 – 22.10.2012.

I really hope thishas been helpful and please let me know if there is anything else I can help you with.

yvonne13_2

OP how much do you think you owe?
Were the readings actual readings or estimates?
Perhaps you need to send an email to complaintsresolutionmanager@edfenergy.com
Perhaps someone qualified will be along shortly to help you.

vladimpaler

Thanks for the reply.

I really don't know what I owe. I have had 7 different bills - some dual fuel, some split. I can't see to which account they have allocated any payments - so I really don't know, especially as they have been refunding and reinvoicing retrospectively back to Sept 2011 with no explianation as to what they have refunded, and why they are reinvoicing.

WIth Scottish Power, if your estimated meter reading got behind your actual, they simply added it to your next bill. WIth this lot, they seem to refund some? money back to your bill, and reinvoice again from a date in the past they pick without explanation. I can't see why they would make it so unobvious and difficult to understand unless they were deliberately trying to make things hard.

yvonne13_2

OP they did the same to me but it was because they were transferring my account onto the new billing system hence me sending a complaints email and all of a sudden I was put on their dual fuel blue price promise and I've had no problems since.

jalexa

vladimpaler wrote: »

Any ideas what I can do?

I strongly recommend you pay more attention to the meter readings. The actual progressing of the meter registers is totally independent of any supplier idiocy.

The bills should be able to demonstrate an unbroken progression from the first bill opening reading to the most recent bill closing reading. That gives the consumption. Work out the cost from that. Compare that with the nett payments made.

vladimpaler

Makes sense, I will do that. I just need to know my original readings from Sept 11.

I have written an email of complaint to the address another poster suggested above, which seems like a good idea. I have also included the word 'Ofgem' in it, which apparently prioritises your complaint, so we will see what we get. I will post back when I get more. Thanks all.

vladimpaler

Well,

Sent the email on Monday to the compliants email address at EDF - no reply to date. Amazing customer service!

jalexa

vladimpaler wrote: »

Sent the email on Monday to the compliants email address at EDF - no reply to date. Amazing customer service!

Did you get an "auto acknowledgement"? If so it aims to respond within 5 working days. You are only on Day 4.

If no response after five days I suggest checking by phone. When I did they claimed no email received even though I had received an "auto-acknowledgement".:rotfl:

snowcat53

No reply to my emailed complaint (15 days ago) nor to follow up to CS director (5 days ago), despite the auto-acknowledgements . Tried sending it via their website but URL not recognised message pops up when you press send! I think they must have a serious system failure.

I hate trying to call them but may have to

Appalling! !

snowcat53

Just phoned EDF. No record of any of either of my emails. 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

kaikainana7

Think edf must have had system problems from 2011 because your bill bteakdown over those dates is nearly identical 2 mine!! Problems started when edf combined my gas & electric accounts in2 one & forgot 2 bill me for the gas. Even after lots of phonecallsvit took a year 4 them 2 send a gas bill which wasnt even a bill - just a demand letter for a years gas!. Set up payment plan for this to run along side the new bills & by may 2012 i was up to date & back on track. Then the gas bills stopped again! Not had a gas bill since may 2012 despite numerous calls & meter readings. Continued to recieve & pay electric bills up to this month. Last bill stated balance had been cleared then today i get home from work to find not only another anual gas bill but an electric bill dated from 2011 to now for over £600! 2 hours on the phone & even the manager has no idea what i owe them. Can understand i owe them for the gas but my electric bill i just paid the total balance. They have no explanation for me or what the money ive been paying them has been paying for other than saying the bill must be rightbecause their numbers dont add up!!! Feel like im banging my head against a wall. Loooks like they are just plucking figures & dates out of thin air & making up bills. Manager says he needs a good couple of hours to work out what all these bills are as he is confused - i stand no chance then!!!