Challenging EDF bill

Lisa_27

victor2 wrote: »

Edit:
Keep copies of the live chat conversations.
Even though you are obviously concerned about the money, you have to think in kWh then cost it accordingly.

How do I calculate meter readings to Kwh?

victor2

Lisa_27 wrote: »

How do I calculate meter readings to Kwh?

The electricity meter readings already are in kWh. The difference between two readings is the kWh used between the two dates the readings apply to. Ignore any fractions of units on the meter (red dials or after the decimal point), as you would when providing a reading.
EDF then convert that to a charge by calculating the daily standing charge and adding the kWh x tariff rate to it. Then there's any discount (for DD payment) and VAT to go on. The bill should indicate how the cost is calculated.

Your other thread regarding the credit is related really, as it should be taken into account (or refunded) when recalculating the DD amount. EDF do have a reputation for regularly inflating DD amounts though. Shame you can't speak to them directly - can you get the account holder to call them and nominate you as able to speak on their behalf?

jalexa

Lisa_27 wrote: »

The woman insists the amount should be £67 a month, so unless I am missing something?

I don't know. Victor has provided rational advice.

You are entitled to raise a formal complaint on the first occasion you are not 100% satisfied with a customer service outcome. Make it "not worth their while" not to explain the calculation to you. Only then can the "experts" here advise what is a reasonable payment (or combination of payment and refund).

It is quite a difficult customer argument when there is less than 12 months on supply, particularly when there has been a change from electric to gas heating. On that point (and on your mum's eyesight) suppliers are not mind readers. Do you know the date of the next 'annual review'?

It sounds as if your parents are eligible to be on the "care register". That would make a "hard-ball" approach a very dangerous strategy for Edf to take. Also pursue consent to act for your parents. Most people report the telephone advisers helpful in the situation you find yourself in.

BTW has the billing mix-up been corrected? Any decision about moving off E7?

Lisa_27

jalexa wrote: »

I don't know. Victor has provided rational advice.

You are entitled to raise a formal complaint on the first occasion you are not 100% satisfied with a customer service outcome. Make it "not worth their while" not to explain the calculation to you. Only then can the "experts" here advise what is a reasonable payment (or combination of payment and refund).

It is quite a difficult customer argument when there is less than 12 months on supply, particularly when there has been a change from electric to gas heating. On that point (and on your mum's eyesight) suppliers are not mind readers. Do you know the date of the next 'annual review'?

It sounds as if your parents are eligible to be on the "care register". That would make a "hard-ball" approach a very dangerous strategy for Edf to take. Also pursue consent to act for your parents. Most people report the telephone advisers helpful in the situation you find yourself in.

BTW has the billing mix-up been corrected? Any decision about moving off E7?

My Mum is receiving DLA, is this something I could use against EDF. The direct debits have been adjusting but will need to wait until I can do another meter reading in a months time to calculate usage properly to ensure they are not over or under paying.
The gas was installed before changing from pre paid electric meter so should have already been informed of this but I have no informed them of the case which they don't seem to have acknowledged.

I have never used E7 for myself so I'm not sure of how it works other than electric being cheaper after 7pm?

victor2

Going by the screenshot of the bill you posted, they are on an E7 tariff. That will probably work out expensive as they no longer have electric heating. E7 basically gives you cheap electricity for 7 off-peak hours (like from 11pm to 6am), but charges a significantly higher rate for the rest of the time - higher than a single rate would be.
They would probably be better coming off an E7 tariff. Some suppliers can do that without a meter change, some will not.

You are really going to need to talk to EDF to sort this out. Don't see EDF as the enemy, but do use the fact that your parents need support to try and deal with it.
If you get nowhere with that, look at switching to a cheaper supplier. You won't have accurate annual usage in kWh to do that though, but if you can get a figure for combined day and night usage for the period since they installed the LPG heating, you won't go far wrong extending that to a 12 month period.
You would probably have to speak to potential suppliers and tell them your parents have an E7 meter. Some will offer to replace it FOC, some will say they'll just combine the two readings to get one figure, others will want to charge for replacing it.
Are you/your parents now comfortable getting readings from the existing meter for both day and night use?

Ecodave

On a bit of tangent here, but the Energy Company Obligation came into force recently, and the main energy companies are obliged to offer customers on certain benefits (pretty sure DLA is on the list) assistance with energy efficiency improvements to their properties. It might be worth asking them whilst you are rattling their cage, about what help is available.