EDF has changed my tariff without advising me first

Fire_Fox

sebtomato wrote: »

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

Was it on any of your 2011 bills? It may not be in your spam folder after this many months, most e-mail accounts automatically delete junk/ spam after a fairly short period.

Personally I'd write and ask when/ how they informed you, rather than leaping straight to complaint.

brewerdave

Messages from EDF are wiped from online account after 12 months so a message re your tariff ending would have vanished last December.
They normally send a generic email which tells you to go your account to pick up a message about changes to DDs,tariffs , a new bill is ready etc etc - but I have found this generic email trapped in a spam folder more than once,and most spam folders (on webmail addresses ) normally empty every so often so that mail would be lost also. Further I have found a new message on my online account without receiving this generic email in the last week!!

macman

sebtomato wrote: »

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...

Every EDF bill states clearly on it the tariff you are on. Are you saying that you haven't looked at your bills since 12/11?

Wywth

macman wrote: »

Every EDF bill states clearly on it the tariff you are on. Are you saying that you haven't looked at your bills since 12/11?

... Or the online account, especially as it was an online tariff, as the tariff is displayed 24/7/365 on there.

sebtomato

macman wrote: »

Every EDF bill states clearly on it the tariff you are on. Are you saying that you haven't looked at your bills since 12/11?

As I said, I was in credit for a long time, so no, I didn't really look at the bills received twice yearly, and surely didn't notice they put me on a more expensive tariff. Yes, you are right: the tariff is indicated on each bill, as a small line somewhere, so not really that obvious on the EDF bills...

Clearly, they should have sent me some communication about tariff expiring and moving me to a more expensive one, but they didn't, so I will raise a complaint.

macman

Would it not have been possible for you to make a diary note of the expiry date when you signed up? The expiry date is clearly stated in the T&C's.
If you don't look at your bills or online account in 14 months, then on what basis do your think your complaint is going to succeed? If you don't check your bills, then how do you verify the readings on which they are billed?
As explained above, the messages in My Account are wiped after a set period, so that's why they are no longer there. And your spam filter probably ate the email reminders, if you didn't put their address into your white list.

Wywth

sebtomato wrote: »

As I said, I was in credit for a long time, so no, .

How did you know you were in credit if you were not regulary using your online account, providing (or checking) the meter readings used for billing, etc?

The terms of the tariff means you accepted the supplier may contact you via your online account.
It's a bit like someone not paying paper based bills claiming they didn't know about them as thay failed to open any mail delivered. :cool:

sebtomato

They didn't contact me either by email or letters, easy to understand, no???

I sent them a message, they partially replied to the points raised. They are known to be one of the worst provider in the UK, so not sure why everybody seems to support them here...

Anyway, I have dumped them now, since others were cheaper and had cashback deals, and will raise a complaint.

macman

We are not 'supporting' EDF. We are simply pointing out that, on a tariff which requires online billing, if you don't bother logging into your account or checking a bill in 14 months, you can hardly justifiably complain if you consequently miss some rather important information. You knew when the tariff ended when you signed up for it.
If they are the 'worst provider in the UK', why did you stay with them for over 2 years?

dude89

sebtomato wrote: »

They didn't contact me either by email or letters, easy to understand, no???

I sent them a message, they partially replied to the points raised. They are known to be one of the worst provider in the UK, so not sure why everybody seems to support them here...

Anyway, I have dumped them now, since others were cheaper and had cashback deals, and will raise a complaint.

Have you actually asked them 'How and when did you supply me the notice?'

Im sure they would of sent this to you. It would be an automatically generated message, and if this had failed im sure we would have heard alot more about this by now. So i would just find out how this notification was delivered.

I also find it incredible how a person was so un bothered about their energy accounts for a minimum of 14 months and didnt even look to see if what they were paying is correct can now blame an energy supplier for being on their standard tariff.