EDF debt, failure to load onto PP

jdeeuk

Earlier this month I recieved a "final" bill from edf for £500+ for electricity, This was for consumption from jan 2011 to may 2011. In may of that year I had PP meters installed for both gas and elec to pay off debt.
On several occasions I called edf as debt was being taken from my gas top ups but non from elec so I called to query my elec balance where I was told to check my meter "which showed no debt" So I assumed they had consolidated it onto the gas.

I called EDF today who have confirmed that they failed to load debt onto the elec PP meter, however their complaints team "dont take calls apparently.
I have a resolution I am aiming for and i will stick to my guns resolution is to have the innitially agreed weekly debt payments since the meter exchange summed and to have that ammount written off the balance and to have remainder loaded onto PP meter.
Up until this point your probably reading with some sympathy but I DO WORK FOR ONE OF THE "BIG 6" (I know you hate me now) So I know the process, I am going to stick to my resolution throughout and if need be pass it to ombudsman for mediation.

So if your in a similar boat keep an eye on this post as i will update on each step when i can.

chanz4

jdeeuk wrote: »

Earlier this month I recieved a "final" bill from edf for £500+ for electricity, This was for consumption from jan 2011 to may 2011. In may of that year I had PP meters installed for both gas and elec to pay off debt.
On several occasions I called edf as debt was being taken from my gas top ups but non from elec so I called to query my elec balance where I was told to check my meter "which showed no debt" So I assumed they had consolidated it onto the gas.

I called EDF today who have confirmed that they failed to load debt onto the elec PP meter, however their complaints team "dont take calls apparently.
I have a resolution I am aiming for and i will stick to my guns resolution is to have the innitially agreed weekly debt payments since the meter exchange summed and to have that ammount written off the balance and to have remainder loaded onto PP meter.
Up until this point your probably reading with some sympathy but I DO WORK FOR ONE OF THE "BIG 6" (I know you hate me now) So I know the process, I am going to stick to my resolution throughout and if need be pass it to ombudsman for mediation.

So if your in a similar boat keep an eye on this post as i will update on each step when i can.

i wouldnt go off internal processes, some companys dont load the debt after 12 months but others if the debt is owed can load it. Remember under law they have 6 years to chase from invoice.

jdeeuk

Well on the first day of my complaint they offered a reduction of £150, Stuck to my guns today they offered £250 because they realised they didnt load gas on either lol. I shall be calling them tomorrow to advised they not waste my time and either accept my offer or fast track through complaints process so i can hit deadlock and then call ombudsman (which will hit them for around £300 before any refund is negotiated)

More updates to come

As for them having 6 years to claim debt on invoice... not when i have statements from the last 12 months (including 1 yesterday covering period from may 11 to may 12 showing £0 debt and have notes on account where advisors have advised me that the ammount i owe shows on meter £0 also (if they were less lazy and actually looked at account history they would have known something was ammiss as I was telling them there was debt but they continued to say (and luckily note on account) theat there was none. the only reason im not aksing for a full clearing of balance is that I am a fair kinda guy.

smudgesmum

Hi, I am having allsorts of probs with EDF if you E-mail 'complaintresolutionmanager@edf.com' you should get through to exactly that. They replied to me within about 48 hours. Best regards

jdeeuk

OK EDF messed up but WOW they have sorted it FAST and I mean fast the only reason its took this long is because I have been busy for 2 days.
Result:
Elec debt reduced to £137.xx
Gas debt reduced to £125.xx

Now I work in the industry so I know normal timescales for this kinda thing but to be sorted in less than 7 working days is fast. I suppose it helps if you are immune to the normal evasive actions taken by a company as you know all the tricks and just where to apply pressure but all in all I would have to doff my cap to the way my complaint has been handled.