EDF refusing to refund credit amount and give review date

Lisa_27

Thought I'd start a new thread as this is a slightly different issue. The basics

EDF have been over charging since my parents signed up with them, from March-Oct they paid £35 a month but were left £91 in credit.
In Dec they upped the DD to £81 a month.

My parents use gas heating so EDF only supply electricity for lighting, cooking etc. Energy consumption should remain roughly the same throughout the year.

I submitted meter readings and the account is now £223 in credit, but they did not amend the DD and still wanted to take £81 a month as any less may lead to a debit on the account. (there has never been a debit on the account)

From Oct-Feb (4 months) they spent £147 so over the year that is £441 or £36.75 a month.

However it took an hour of arguing over live chat to get the DD reduced as at first she would only reduce it to £67, inevitably my parents would end up more in credit.

I have managed to reduce the bill to £37 a month, and will provide more regular readings, but that still leaves a credit of £223.

'Saby' on live chat has refused to refund the credit amount.
Saby: I will do one thing, I will change the amount to £36 as per your request and heep the credit amount as it is. In case the account lands up in debt it can be adjusted with the credit amount. I would request you to provide us with the meter reads on a regular basis so that you can track your consumption and this will help you from landing the account in debit balance.

Surely they are not allowed to do that?
Also I requested the review date and she did not provide it?

I feel I will get further if I get on the phone to them when my parents are here but I would like to be armed with some information to back myself up.

Seems EDF are paranoid about customers having a debit amount when in this case the only ones in debt are EDF to the customers they over charge :rotfl:

http://www.edfenergy.com/products-services/for-your-home/direct-debit-videos/videos/your-monthly-payment.shtml Even their little video says if they owe customers money they will refund.

Norman_Castle

EDF would regularly overcharge me, then undercharge for the following year. They like to hold on to your overpayments. I had to phone them every year with the correct dd payment and ask them to justify charging more. Their bills were also very misleading. I moved to Ebico, which at the time were £17 per year more expensive, but I wouldn't have to deal with this nonsense. Ebico are currently £1 above the cheapest for me.

https://www.ebico.org.uk/products-and-prices/equipower-prices

Lisa_27

Norman_Castle wrote: »

EDF would regularly overcharge me, then undercharge for the following year. They like to hold on to your overpayments. I had to phone them every year with the correct dd payment and ask them to justify charging more.

Think I have got the DD sorted as without heating the consumption should be same and I made my calculations using 4 months during the winter which they don't seem to understand.

Holding on to the over payment would be ok if the energy consumption was likely to rise in winter but as it isn't as per their own website they should pay it back :mad:

dogshome

First thing to do, is Forget the phone

Customer Service staff are useless in this situation, and just fall back on whatever Management mantra is current at the time

If you haven't already organised it, have your 'Account Holder' parent send a letter to EDF authorising you to deal with the account on their behalf - This could be enclosed with the letter you are going to write, headed Complaint

Substantiate the Use/Cost/Payments position by listing the all themeter reads over the last 12 months, and quote the Annual Cost and monthly D/Debit level needed to cover it
Tell them that your require £149 of the present credit to be returned, which leaves an amount equal to, two full months of D/D payments as credit towards the remaining two months of Winter.

As a footnote to your letter, advise them that if they have not made settlement in 56 days from the date on your letter, you will immediately send the file to the Ombudsman

Lisa_27

What is the best address to send it to? any manager names I could address it to?

jalexa

Lisa_27 wrote: »

What is the best address to send it to? any manager names I could address it to?

see here...

http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Follow the procedure scrupulously.

Personal choice between email and letter. I advocate email because you will receive an auto-acknowledgment proving receipt and starting the 8 week clock. Unless you are very confident *never* discuss the issue by phone and you (well possibly your parents) *will* be phoned regardless of how you submitted the complaint. Don't mean to patronise but you will likely be duped by trained "dupers". Insist on an email (or written) response so that you a record of the Edf position. You will need that if the case proceeds to the Energy Ombudsman.

Lisa_27

jalexa wrote: »

see here...

http://www.edfenergy.com/products-services/for-your-home/customer-services/making-a-complaint.shtml

Follow the procedure scrupulously.

Personal choice between email and letter. I advocate email because you will receive an auto-acknowledgment proving receipt and starting the 8 week clock. Unless you are very confident *never* discuss the issue by phone and you (well possibly your parents) *will* be phoned regardless of how you submitted the complaint. Don't mean to patronise but you will likely be duped by trained "dupers". Insist on an email (or written) response so that you a record of the Edf position. You will need that if the case proceeds to the Energy Ombudsman.

How do I get permission to talk to them on my parents behalf via email? would they have to call first?

Norman_Castle

EDF have been over charging since my parents signed up with them, from March-Oct they paid £35 a month but were left £91 in credit.

As they have been with them since March they should receive an annual statement soon. Use this to estimate their dd payments and on price comparison sites.
My gas heated home had consistent electricity bills through the year.

jalexa

Lisa_27 wrote: »

How do I get permission to talk to them on my parents behalf via email? would they have to call first?

On that just ask the question by telephone. See if you get a helpful answer.

Regarding the consumption I agree with Norman Castle. Play a "long game" until you have a statutory annual statement after 12 months on supply. Until then I recommend you provide monthly readings. Be aware this may result in a DD recalculation. From a credit balance position most people here have found it easy to get the previous amount reinstated just by asking (nicely).

Make sure you don't don't create the same billing problem by transposing the readings. If the online format is not clear I suggest you allow a telephone adviser to make the mistake.:D

Wywth

Lisa_27 wrote: »

Thought I'd start a new thread as this is a slightly different issue. The basics

EDF have been over charging since my parents signed up with them, from March-Oct they paid £35 a month but were left £91 in credit.

Seems pretty similar to your existing thread to me. :cool:
https://forums.moneysavingexpert.com/discussion/4458743

You obviously are having numerous issues.
Why not just get your parents to switch a different supplier and pay them on receipt of bill? That should resolve all your current issues

Fire_Fox

Lisa_27 wrote: »

How do I get permission to talk to them on my parents behalf via email? would they have to call first?

Just type up letters in one of your parents' names and have them sign them, or use your parents e-mail account. If the supplier telephones instruct your parents to tell the supplier to respond to their letter in writing. If nobody answers security questions on the telephone they cannot discuss the account with anyone anyway due to Data Protection.

Have to say I agree tho, why not just switch to a supplier that is less hassle? Surely your time and the stress is worth more than a few quid? If you move to a new supplier your parents will get a refund of any overpayment.

Not sure if you parents are elderly or heading that way or if you are just doing them a favour sorting this? But it might be worth considering preparing a Power of Attorney whilst they are still well enough to agree to it and understand the implications. You don't actually have to invoke it whilst they are still well enough to manage their affairs, it doesn't mean you are taking over. I have a PoA for my parents that we did when they were ~50 years old alongside them updating their regular wills. Currently the PoA is used for administering just one bank account for when they are travelling and out of contact, or in case of dire emergency.