Problem with EDF

bluecoffeebean

Hi, hopefully somebody can give some advice. I switched to EDF last July and according to messages from EDF all went well. Except that currently they are not billing me for Gas depsite confirming they are my provider. I have rung the EDF not-so-helpful customer contact centre and was told that they cannot bill me for Gas as the meter has not been confirmed. I have offered to confirm the meter details, but they said they had that information, it was that another company had to update the computer system and until that was done they cannot bill me for my usage. I have offered to provide meter readings, but they cannot accept those either. I was also told that I cannot switch Gas provider either until the issue is resolved with EDF. I am being billed for Electricity and my monthly direct debit payment is putting money aside for Gas, but I suspect the bill will eventually be higher when it finally comes. My questions are, has anybody else experienced something like this and what can I do to get it resolved? Is my next step to contact the relevant ombudsman, and even then can they do anything?

Thanks in advance for any advice

Wywth

danyoli wrote: »

Hi, hopefully somebody can give some advice. I switched to EDF last July and according to messages from EDF all went well. Except that currently they are not billing me for Gas depsite confirming they are my provider. I have rung the EDF not-so-helpful customer contact centre and was told that they cannot bill me for Gas as the meter has not been confirmed. I have offered to confirm the meter details, but they said they had that information, it was that another company had to update the computer system and until that was done they cannot bill me for my usage. I have offered to provide meter readings, but they cannot accept those either. I was also told that I cannot switch Gas provider either until the issue is resolved with EDF. I am being billed for Electricity and my monthly direct debit payment is putting money aside for Gas, but I suspect the bill will eventually be higher when it finally comes. My questions are, has anybody else experienced something like this and what can I do to get it resolved? Is my next step to contact the relevant ombudsman, and even then can they do anything?

Thanks in advance for any advice

I have not experienced this problem, but as with any issue you experience that you struggle to have resolved, I would suggest you follow the suppliers own complaint procedure and see what that produces.

Good luck!

bluecoffeebean

Thanks Wywth, I will give them a go, but last time I called they said it could take up to 18 months to resolve and as there was nothing they could do then there was little point complaining! I will give it a go again as I last called back in February.

Up to now I have never had a problem when I have switched providers so was surprised with this issue.

Wywth

danyoli wrote: »

Thanks Wywth, I will give them a go, but last time I called they said it could take up to 18 months to resolve and as there was nothing they could do then there was little point complaining! I will give it a go again as I last called back in February.

Up to now I have never had a problem when I have switched providers so was surprised with this issue.

I suggest you read their complaints procedure.
They have just 8 weeks to resolve the issue, or you can then ask the energy ombudsman to assist.

If EDF say there is nothing they can do, they could issue you a deadlock letter sooner, allowing you to go directly to the ombudsman as soon as you are in receipt of the same.