EDF failure to bill. please help

thor74_2

hello there i've been duel fuel direct debit for 14 months. i pay £150.. £95 is paid to electric
£55 is paid to gas.

now i've been quite happy with this arrangement. however, i rang them as they took too much from my bank this month and left me short for other bills.

they were going to refund me the extra they took and appologised but then i recieved a call saying they could no longer do that as they've just noticed that for the last 14 mths they havent billed me for my gas and i have now got a debt in excess of £400.

they are getting a manager to call as aparently if they don't bill me within 12 mths i am due some kind of discount for thier mistake.

i am fuming and confused. i paid my money in good faith and they loused it up.

has anyone else been through something like this before, i'd quite like to be better prepared for when they call back. so i know what my rights are.

also they have me down as registered blind so i'm paperless billing. i just pay what they tell me to and they always have up to date meter readings for both G & E so i can't understand how this has happened

Wywth

thor74 wrote: »

hello there i've been duel fuel direct debit for 14 months. i pay £150.. £95 is paid to electric
£55 is paid to gas.

now i've been quite happy with this arrangement. however, i rang them as they took too much from my bank this month and left me short for other bills.

they were going to refund me the extra they took and appologised but then i recieved a call saying they could no longer do that as they've just noticed that for the last 14 mths they havent billed me for my gas and i have now got a debt in excess of £400.

they are getting a manager to call as aparently if they don't bill me within 12 mths i am due some kind of discount for thier mistake.

i am fuming and confused. i paid my money in good faith and they loused it up.

has anyone else been through something like this before, i'd quite like to be better prepared for when they call back. so i know what my rights are.

also they have me down as registered blind so i'm paperless billing. i just pay what they tell me to and they always have up to date meter readings for both G & E so i can't understand how this has happened

If they have taken too much from your bank account by DD, you can get a full and immediate refund from your bank under the DD guarantee.

How can you not know you've not been billed for 14 months??? :huh:

You are not entitled to any kind of discount, especially as you seem to have let this go unchallenged. You will have to pay for what you have consumed.

As you pay monthly by DD, they will revise your monthly figure accordingly.

macman

What you are referring to is the back-billing rule, which under certain conditions means that they they cannot back bill you for more than 12 months. Not a 'discount' as such.
PS: I'd be interested to see your annual kWh consumption figures, as your comparative fuel amounts are way out for a typical property with gas CH and DHW. The gas is much too low and the electricity much too high (£1,140pa indicates an electricity consumption of around 9,500kWh pa, which is 300% more than the average). Are you heating by electricity, despite having gas?

thor74_2

thank you.

i've been a bit thick with all this. when i was billed i thought that it refered to both utilities as the payment comes out in one for both bills. i didn't realise there would be two different sections. i've always been prepayment before so it was all new to me. just annoyed as the whole point of going DD was so i wouldn't end up in arrears. thing i can't get me head around is they have all my meter readings for both. and the computer at their end has that right so just very odd. they weren't billing. me. they told me the 150 covered both so i took that on good faith assuming they knew what they were doing. ah well you live and learn i guess.

thor74_2

macman wrote: »

What you are referring to is the back-billing rule, which under certain conditions means that they they cannot back bill you for more than 12 months. Not a 'discount' as such.
PS: I'd be interested to see your annual kWh consumption figures, as your comparative fuel amounts are way out for a typical property with gas CH and DHW. The gas is much too low and the electricity much too high (£1,140pa indicates an electricity consumption of around 9,500kWh pa, which is 300% more than the average). Are you heating by electricity, despite having gas?

no i heat only with gas. i cook with electricity and use a tumble dryer but its just me and my daughter. i agree perhaps they need to rejig and switch which utitlity gets what.

thank you

Wywth

thor74 wrote: »

thank you.

i've been a bit thick with all this. when i was billed i thought that it refered to both utilities as the payment comes out in one for both bills. i didn't realise there would be two different sections. i've always been prepayment before so it was all new to me. just annoyed as the whole point of going DD was so i wouldn't end up in arrears. thing i can't get me head around is they have all my meter readings for both. and the computer at their end has that right so just very odd. they weren't billing. me. they told me the 150 covered both so i took that on good faith assuming they knew what they were doing. ah well you live and learn i guess.

SDorry, I struggle to accept that argument.

As an EDF customer who pays monthly by DD, you will receive regular statements.

The first line of that statement says exactly what it is:

e.g.:

Your gas and electricity statement: £xx.xx
Your electricity statement: £xx.xx
Your gas statement: £xx.xx

(The highlighting is as per the statements EDF issue)

The second page details these charges. Any resonable person could not fail to notice it only includes electricity readings/charges.

Joyful

If you have been paying the £150 then do you have enough surplus to cover the gas bill? Otherwise have they only been taking the payment for electric?

The back billing code means they may only bill you for 12 months and they should allow you to pay any deficit over 12 months also.

macman

thor74 wrote: »

no i heat only with gas. i cook with electricity and use a tumble dryer but its just me and my daughter. i agree perhaps they need to rejig and switch which utitlity gets what.

thank you

So what is your actual annual kWh consumption on each fuel? That's what should determine your DD amounts. Until you get to grips with this you can't begin to get your billing under control.

sithmaster

im with edf and get a bill every 2 months that's because that's how often I give a meter reading
for the dd you could go to the bank and get it back but you will only end up giving it back to edf or you could submit a written complaint to edf

StuC75

Has the Full £150 been showing on the Electric Account?

The Electric £'s is very high even at £96- i would check what your usage is showing.

I previously left EDF (and with Compensation) after they messed up the billing by taking both amounts but not actually applying the payments to the account!nor did bills stack up correctly.. This was tied in with when they changed billing systems..

saxochick50

Hi all EDF I think stands for Every Day Failings. I have just recieved a bill for £325 for my electric from my old address which I moved from 26 July 2013 ,it dates back to November 2012
The Electric meter reading had been taken twice !! and each time my bill came in It was paid in full online BUT this I was told was Gas only ,and it was an error on there part as I had sighned up for gas/electric with them.
question ?? do I pay in full or a monthly total bit by bit ?? :cool:
or ?/