EDF failing to increase Direct Debit has led to debt

cathymac_2

Does anyone have any experience of EDF failing to increase dual fuel direct debits and failing to communicate with the customer for more than two years? No requests for meter readings have been made, no communications including bills or statements have been received in this time so my friend incorrectly assumed the DD set up two years ago was still enough to cover the usage. This has led to a massive underpayment on close of the account? I'd like to help her sort this out...any ideas?

undaunted

How would you / they like to see it "sorted out"?

What steps did they take to query the lack of bills etc in those two years?

If the answer is none they will probably just need to pay / make an arrangement to pay the bill.

jalexa

cathymac wrote: »

failing to communicate with the customer for more than two years? No requests for meter readings have been made, no communications including bills or statements have been received in this time

Are you saying a direct debit has been collected monthly for 2 years but no annual statement has been issued or annual review taken place?

In the first instance steps need to be take to obtain copy bills (if any). Then post for further advice. On the face of it this is Billing Code "back-billing relief" territory.