Told Lies to Switch Supplier

smj43

I recently received a sales call from EDF energy offering me a cheaper rate on my gas if I switched to them from British Gas. I said no as I had an outstanding balance with BG of over £200 which I had an arrangement to pay in instalments and didn't want to pay it all off at once. The sales rep told me it wasn't a problem as my debt would transfer with me and I could set up a payment plan with them instead. So with nothing to loose, I agreed to switch.

Now fast forward a few weeks and my account has switched and British Gas took the money straight from my account. After what I was told by EDF, I had not planned for this so it left me in a difficult financial situation that week until I got paid. I was not at all happy so called EDF and BG to find out what was happening. BOTH suppliers then told me that debt would never transfer between suppliers. I am really angry that I was lied to so that I would switch :mad:

I made a formal complaint to EDF, but they are claiming that they have done nothing wrong and the sales rep was just 'misinformed' about the procedures but hadn't intentionally lied to me. I feel this explanation is a load of c**p and I'm now even more angry with them. I'm thinking of taking this further to the OSE.

Do I have a cause for complaint here or am I being over the top? To me this is really serious but EDF don't seem to care and are playing it down so not sure if it's me over reacting?

Cardew

BG cannot just 'take' £200 from you by way of Direct Debit. They must inform you in advance that they intended to take a different amount from your bank. They probably did tell you on the final bill but you missed it??

IMO you don't have too much of a complaint. Obviously you shouldn't have been told that a debt would be transferred, and a complaint on those grounds would be successful.

However you haven't been disadvantaged financially, in that you have paid BG what you owe them and moved to a cheaper tariff with EDF.

So, as most people complain with a view to obtaining compensation, I doubt you will get much from EDF.

smj43

Yes I did receive a final bill from British Gas however I was under the impression they wouldn't actually take the money as I had called EDF to check beforehand and they assured me that all was fine and it would transfer to them.

I understand I paid BG what I owed them, so am technically not out of pocket however I hadn't planned to pay all that money in one go and had no choice but to borrow that money from a payday lender, so that has cost me in interest.

I'm not necessarily looking for compensation I just want them to acknowledge they were wrong and attempt to put that right and TBH I would like to go back to British Gas as this isn't the first problem I have had with EDF (I am also with them for electricity) and I never had any issues with BG.

st999

Why do people believe what a cold caller tells them?

In the past week I have had calls from Npower, EDF and Scottish Hydro all telling me I can save money by swapping to them.

They each get the same answer, not interested, goodbye.

And you say you have had problems with EDF in the past.

Why on earth did you go back to them?

I used to be with EDF and even if they had sorted the problems I was getting I would never go back to them.

smj43

I know, I was stupid. I gave them a second chance after they sorted my issue with my electricity and not had a problem since... until now.

Cardew

smj43 wrote: »

Yes I did receive a final bill from British Gas however I was under the impression they wouldn't actually take the money as I had called EDF to check beforehand and they assured me that all was fine and it would transfer to them.

If you look at the final bill from BG it will say 'we will collect £xxx from your account on yy/yy/yyyy'

Wouldn't it have been an idea to have asked BG(and not EDF) if they meant what they wrote?

You have made a formal complaint to EDF, and as you are apparently not looking for compensation, why get yourself upset over an incompetent EDF employee?

chanz4

Debt can transfer between suppliers, their is a pre-pay debt trial .

Biscuit_Tin

smj43 wrote: »

I recently received a sales call from EDF energy offering me a cheaper rate on my gas if I switched to them from British Gas. I said no as I had an outstanding balance with BG of over £200 which I had an arrangement to pay in instalments and didn't want to pay it all off at once. The sales rep told me it wasn't a problem as my debt would transfer with me and I could set up a payment plan with them instead. So with nothing to loose, I agreed to switch.

Now fast forward a few weeks and my account has switched and British Gas took the money straight from my account. After what I was told by EDF, I had not planned for this so it left me in a difficult financial situation that week until I got paid. I was not at all happy so called EDF and BG to find out what was happening. BOTH suppliers then told me that debt would never transfer between suppliers. I am really angry that I was lied to so that I would switch :mad:

I made a formal complaint to EDF, but they are claiming that they have done nothing wrong and the sales rep was just 'misinformed' about the procedures but hadn't intentionally lied to me. I feel this explanation is a load of c**p and I'm now even more angry with them. I'm thinking of taking this further to the OSE.

Do I have a cause for complaint here or am I being over the top? To me this is really serious but EDF don't seem to care and are playing it down so not sure if it's me over reacting?

If you are not happy with some aspect of your supply, then that certainly seems good cause for complaint.

But as others have indicated, your post doesn't really reflect the whole truth about the situation.
I'm sure if you raise a complaint, all will be explained in the supplier's response