EDF told me to get and account with Scottish Power!

fred7777

This may be better placed on the praise, vent & warnings forum but I'm hoping someone might have fixed a similar problem in the past and could advise.

I was an EDF energy customer until I moved house. I filled out all the forms on EDFs website and believed they would "handle everything" and continue to supply at my new property as their website explained.

However they have simply closed my account and are insisting I "get a default" account with Scottish Power (who supplied the pervious owners of my new house) then change back to EDF in the future. - What a way to run a business!

Problem is although my house is supplied by Scottish power I am not their customer and have no account number so I can't get through their automated phone and email system.

The best I can do is email their customer services who will reply within 5 days.

Any ideas?

Cardew

Yes EDF are correct.


When you move house you automatically enter into a legally binding 'deemed contract' with whoever is supplying the new house with gas/electricity. Scottish Power in your case.


You can instigate switching procedure to the company of your choice, but in the few weeks it takes to organize the switch you are liable to pay Scottish Power for the gas/electricity consumed.


If you haven't already done so you better contact Scottish Power with the meter readings when you moved in; or you might find yourself paying for the previous occupant's consumption.


This is the same for every company on change of occupant. It was a condition of the Electricity Act; otherwise they could revert to cutting off gas/electricity when the old occupant left.

Bark01

You have to take up a deemed/default tariff with the supplier who previously supplied your new address before you moved in. This is just a technicality, I'm surprised EDF don't handle the switch though as you are allowed to take your old tariff with you.

As with any unhappy call centre experience, try ringing back and speaking to another agent.

fred7777

Bark01 wrote: »

I'm surprised EDF don't handle the switch though as you are allowed to take your old tariff with you.

As with any unhappy call centre experience, try ringing back and speaking to another agent.

I surprised as well as their website says

"If you'd like to take EDF Energy to continue as your energy supplier at your new home then we'll be happy to switch your existing tariff across. We'll handle everything for you, just tell us you're moving and we'll get the ball rolling. We'll even contact the existing supplier at your new address, so that you'll continue to benefit from a tariff you know you're comfortable with."

Tried several times with EDF only to be told this is not the case. Having trouble with Scottish power as I don't have an account number for their system!

Cardew

fred7777 wrote: »

I surprised as well as their website says

"If you'd like to take EDF Energy to continue as your energy supplier at your new home then we'll be happy to switch your existing tariff across. We'll handle everything for you, just tell us you're moving and we'll get the ball rolling. We'll even contact the existing supplier at your new address, so that you'll continue to benefit from a tariff you know you're comfortable with."

Tried several times with EDF only to be told this is not the case. Having trouble with Scottish power as I don't have an account number for their system!

EDF's statement is quite accurate.


You simply haven't appreciated it takes several weeks, from the time you move in, to switch from the extant supplier(Scottish Power) to EDF; and obviously you have to pay Scottish Power for the gas/electricity you have used before the account is switched to EDF.

fred7777

Cardew wrote: »

EDF's statement is quite accurate.

It's not quite accurate, they don't "do everything for you" and they "don't contact the existing supplier at the new address" or at least they say they have not in this case.

As far as contacting Scottish power goes there is no option on their website forms for moving into a new property when you are not a customer, their telephone wait time is "more than 30 minutes" every time I try to contact them and their standard response to emails is "within 5 days"

Cardew

You miss the point that you are now under a legally binding 'deemed contract' with Scottish Power. Until EDF have formal confirmation that you are in a contract, at that address, with Scottish Power they are powerless to act.


You could have told them that you were moving into 10 Downing Street London SW1;)