Edf incorrect dd means +1k debt!

Huggy_bear_2

Hi, hoping for advice, we have had a bill for £1072 from EDF who have neglected to keep our direct debits at a rate which reflects our usage since we joined them in 2011. They have been sending us a letter every 3 months to say that they are increasing our direct debit to £100 to reflect our energy usage. since this was what we already paid we assumed all was well. With each letter about a revised direct debit was a statement which appeared to say we had money owed to us. On the paperwork that arrived last week the words 'in debt' were added under the final balance of over a thousand pounds so it appears that previous statements showed that we owed money dispite each statement being accompanied by a letter to say they had reviewed our direct debit payments. We called them to query the costs and have been told that we have been paying too little and they admit they have been negligent. They offered £25 good will discount and to spread the bill over the coming months and pay off £250 per month. I find this to be pitiful given the fact that they have allowed our debt to rise so much without our knowledge. I also would rather leave them as we like to stay in control of our finances and feel severely let down, however in order to do that we would need to clear the existing balance. I have no quibble over the energy usage, we use a lot of electricity but it took me calling them for them to suggest a higher direct debit, had I not called up we would have continued to underpay, our latest direct debit update letter was June 25th. I have requested a call from a customer service manager, any thoughts on where I stand?

Cardew

Welcome to the forum.

I am not sure why you state:

given the fact that they have allowed our debt to rise so much without our knowledge.

Surely your bills would have indicated that your debt was progressively increasing?

Unless, they were using estimated meter readings. In which case that is down to you to check and correct those readings by informing EDF.

As the statement with each letter - presumably the bill - appeared to show that 'you were owed money' it seems likely that EDF were using estimated readings.

If you look at the bills, estimated meter readings are normally denoted by an (E).

Changing to another company to 'stay in control of your finances' would not be achieved if they also use estimated meter readings(as they all do) that you don't correct.

matelodave

You have to take some responsibility to read your own meter to check the bills and make sure you are paying enough to cover the electricity or gas that you use. Underpaying because it seems like a good idea will only cause grief in the future

You can't just blame the company, if you haven't done basic checks to see if their estimated bills lined up with the meter readings and to correct any inconsistencies

Huggy_bear_2

No they weren't estimated. The statements before this month simply said "your new account balance: £720.02 because you pay direct debit you do not need to do anything" coupled with the letter stating that they had updated our direct debit looked like we were in credit. "The words in debt" were only added on the latest statement which set alarm bells ringing.

[Deleted User]

customers and suppliers both have a responsibilty to check they are paying enough

Huggy_bear_2

We enter online accurate meter readings regularly and have also had EDF read the meter regularly because we are keen to keep on top of things. i agree it is our responsibility to check but feel the information given was very misleading

sithmaster

with edf it says on your online account what your balance is, so you should have seen the amount going up and up when you was giving meter readings, sadly its your responsibility to make sure they have billed you correct and say if you think your payments are not covering the usage

Dimey

I'm with EDF and I send my meter readings monthly. I've always been in credit. But this month the bill design was different and for the first time I too had "in debt" written at the end balance.

Maybe they've started a new system and it's back calculating differently to the old system.

brewerdave

Its laughable really - here is someone posting that EDF HAVEN'T increased his DD - the majority of EDF's customers have difficulty in getting their DD set at a low enough level!:rotfl:

Cardew

Huggy_bear wrote: »

No they weren't estimated. The statements before this month simply said "your new account balance: £720.02 because you pay direct debit you do not need to do anything" coupled with the letter stating that they had updated our direct debit looked like we were in credit. "The words in debt" were only added on the latest statement which set alarm bells ringing.

So that is why in an earlier post you stated the bills showed you were in credit - you thought the £720.02 was a credit balance?

With each letter about a revised direct debit was a statement which appeared to say we had money owed to us

You also stated earlier 'we like to stay in control of our finances'.
Yet most of the bills would have shown that your £100 monthly was not covering the cost of the gas/electricity and that balance kept increasing.

With respect, you don't need to be an accountant to appreciate that if your payments each quarter are less than the cost of 'goods' provided, you will owe money.

Far from being 'pitiful' I suspect most of us would be happy to have a goodwill payment of £25 from a company that was providing us with an interest free loan.

Wywth

Huggy_bear wrote: »

Hi, hoping for advice, we have had a bill for £1072 from EDF who have neglected to keep our direct debits at a rate which reflects our usage since we joined them in 2011. They have been sending us a letter every 3 months to say that they are increasing our direct debit to £100 to reflect our energy usage. since this was what we already paid we assumed all was well. With each letter about a revised direct debit was a statement which appeared to say we had money owed to us. On the paperwork that arrived last week the words 'in debt' were added under the final balance of over a thousand pounds so it appears that previous statements showed that we owed money dispite each statement being accompanied by a letter to say they had reviewed our direct debit payments. We called them to query the costs and have been told that we have been paying too little and they admit they have been negligent. They offered £25 good will discount and to spread the bill over the coming months and pay off £250 per month. I find this to be pitiful given the fact that they have allowed our debt to rise so much without our knowledge. I also would rather leave them as we like to stay in control of our finances and feel severely let down, however in order to do that we would need to clear the existing balance. I have no quibble over the energy usage, we use a lot of electricity but it took me calling them for them to suggest a higher direct debit, had I not called up we would have continued to underpay, our latest direct debit update letter was June 25th. I have requested a call from a customer service manager, any thoughts on where I stand?

Huggy_bear wrote: »

No they weren't estimated. The statements before this month simply said "your new account balance: £720.02 because you pay direct debit you do not need to do anything" coupled with the letter stating that they had updated our direct debit looked like we were in credit. "The words in debt" were only added on the latest statement which set alarm bells ringing.

Huggy_bear wrote: »

We enter online accurate meter readings regularly and have also had EDF read the meter regularly because we are keen to keep on top of things. i agree it is our responsibility to check but feel the information given was very misleading

As others said, and you later admit, it wasn't without your knowledge as you first alleged.

As you pay monthly by DD, you don't need to do anything about the accrued debt. EDF will simply change your monthly payment (after notice) to cater for it.

What has been misleading?
Did you think you were going to get away without paying for what you have consumed?