EDF has changed my tariff without advising me first

sebtomato

Hi,

Just noticed on my bill that EDF has changed my tariff from "Online 7 saver E7" to "Standard (variable) E7", without any notice or letters.

This has cost me an extra £85 so far.

Is this normal practice?
Can I get them to put me back on that tariff and refund the difference?

Thanks,
Seb

rogerblack

Tarifs change, and end.
Does the original tariff still exist?

sebtomato

"Online 7 saver E7" is no longer available, but that does not mean existing customers cannot stay on that plan, or migrated to something similar.

macman

Which version of Online Saver-version 12? That expired on 30/9/12, which you would/should have been notified about 30 days prior. Have you checked your messages in My Account, or your spam filter?
If you don't contact them and pick a new tariff, you then default onto the Standard tariff. So no, no refunds.

Wywth

sebtomato wrote: »

"Online 7 saver E7" is no longer available, but that does not mean existing customers cannot stay on that plan, or migrated to something similar.

Do you mean you were previously on the EDF Online S@ver Version 7 E7 tariff?

If so, as per the terms of that tariff:

If you haven’t chosen a new tariff by 31 December 2011, you’ll automatically be transferred to our Standard (Variable) tariff

http://www.edfenergy.com/products-services/for-your-home/documents/product-terms/online-saver-v7.pdf

I recommend you follow this advice:
http://www.moneysavingexpert.com/utilities/you-switch-gas-electricity

sebtomato

Yes indeed, I was on "Online S@ver Version 7 E7".

However, they never contacted me or sent a message to state that the tariff was discontinued and that I would need to select a new tariff...

macman

Well, Online Version 7 expired back on 31/12/11, so it seems you have been on Standard tariff for 14 months now without noticing.
Your post 3 is completely misinformed: this tariff is a fixed term, so once it ends you have to move onto something new. The end date is clearly set out in the T&C's here:
http://www.edfenergy.com/products-services/for-your-home/documents/product-terms/online-saver-v7.pdf

Wywth

sebtomato wrote: »

Yes indeed, I was on "Online S@ver Version 7 E7".

However, they never contacted me or sent a message to state that the tariff was discontinued and that I would need to select a new tariff...

Yes, according to the terms (link given previously), they did say:

We’ll remind you that the Online S@ver Version 7 is coming to an end at least 30 days in advance of its closure, and you’ll be able to choose a new tariff from our others available at the time.

I am sure they did. As previously advised, check your spam filter (for emails) and check your online account.

Have you called them to see if they claim they did send you a notice, and if so when and via what means?

If you are dissatisfied with their response, I suggest you raise a formal complaint using their complaints procedure:
http://www.edfenergy.com/products-services/for-your-home/documents/government-complaints-handling-standard.pdf

I still recommend that you follow this advice asap:
http://www.moneysavingexpert.com/utilities/you-switch-gas-electricity

Fire_Fox

sebtomato wrote: »

Hi,

Just noticed on my bill that EDF has changed my tariff from "Online 7 saver E7" to "Standard (variable) E7", without any notice or letters.

This has cost me an extra £85 so far.

Is this normal practice?
Can I get them to put me back on that tariff and refund the difference?

Thanks,
Seb

Given it was an online tariff why would they have to write you a letter? Are you sure there was nothing on any of your bills giving the date the fixed term ended or anything on any bill to show you had migrated to a different tariff? You are expected to log in to an online account regularly and check your bills carefully.

sebtomato

Nothing in my spam filter and on the online client section of their website.
Looks like they failed to apply their own conditions about warning before the end of the tariff.

Thanks,
Seb

sebtomato

macman wrote: »

Well, Online Version 7 expired back on 31/12/11, so it seems you have been on Standard tariff for 14 months now without noticing.

that's right, I haven't noticed because I was in credit with them. I paid too much monthly for a while, and therefore then paid very little for a year. It's only when my credit ran out that they told me the proper monthly price, and I then realized I was paying a lot more than I should...