EDF - uncollected DD chaos!

Deedee73

Good afternoon
This week I had a letter from EDF, stating that they were going to install a prepayment meter. WHAT? thought I? phoned them up, 20 mins on hold, finally got through, managed to delay the meter installation, and attempt to pay the non collected DD.... ANyhoo, I was a little perplexed as to why the DD wasnt collected, went online to check bank details.... money was available, no attempt to collect made, DD still active.. So, I just phone EDF again, another huge wait on the phone, get through to a very incompetent customer SERVICE advisor, who tried to blame the bank for cancelling the DD, I told him, it is active, no collection was attempted.... Now, this is where I got a little infuriated, he told me he would have to set up another DD on a different price plan/schedule..... I cant believe this is the truth. What should I do next? I want to be able to get through to someone who can just say, "No Worries Miss Deedee, there was a glitch on our system and the DD is still active and you can stay on your current plan!"
What are the chances of this? What do I need to know?
TIA

Bluebirdman_of_Alcathays

There should be no problem staying on the same tariff surely? Just pay the debt, cancel all old DD's, set up new ones and back to as you were?

victor2

When I first switched to EDF a few years back, they failed to collect my DD for the first few months. I realised from my statements that they hadn't and paid it over the phone when pointing the problem out to them. They eventually said it was a problem with the bank and set it up again.
I checked with my bank and they said there had been no prior communication from EDF regarding my account.
I was getting a discount for paying by DD, which I still got, and they did eventually sort the DD out.
Customer services were quite pleasant, and did sort it out - just took a few calls to get it done.

Verify with your bank that the DD wasn't cancelled, then get back onto EDF and tell them the same. Tell them you don't mind them setting up the DD again, but you want the installation of a prepayment meter cancelled and that confirmed in writing. If they can't help, ask to be put in touch with a supervisor who can address your problem and/or the address to make an official complaint to.
It's on their website, but it doesn't hurt to make a polite fuss!

Deedee73

Thanks guys, I am writing an email of complaint, I think I was infuriated by the adviser who was adamant it had been cancelled by the bank. The bank were amused at that, I knew I hadn't and as the bank told me, they can not cancel a DD unless instructed by customer.

Do you know when you get so cross when something that wasn't your fault ends up costing you time, stress and being introduced to arrogance on the phone that you were just not ready for. xx

macman

How do you know that no attempt was made to collect it? For how many months did they fail to collect the DD?
They should have sent you at least 2 bills/letters or messages via My Account before they'd ask for a PPM to be fitted, so this must go back many months. When did you last check your bank statements?

[Deleted User]

I had a similar problem with edf, new customer and non collection of dd. Money available in bank and several phone calls from me, with 20+ minutes on hold each time. I refused to be treated like that so I transferred to good energy and was up and running in just a few weeks. EDF is shocking and I didn`t wait for their letters before I upped sticks. I joind edf in december and was out by march 2st. Brilliant service from good energy, best move I made. Had to phone good energy once and was on hold for 2 minutes and something was sorted out there and then

WickedWitch123

This happened to me too just last week. They were adamant that my dd had failed. The bank confirmed that the money had been sent but the completely incompetent advisor didn't seem to grasp the problem. Anyway it was sorted eventually and they found the money sitting somewhere in my account.

Deedee73

macman wrote: »

How do you know that no attempt was made to collect it? For how many months did they fail to collect the DD?
They should have sent you at least 2 bills/letters or messages via My Account before they'd ask for a PPM to be fitted, so this must go back many months. When did you last check your bank statements?

Only March 10th didn't get collected, no bills/letters until the one informing me of ppm installation.