MSE News: EDF Energy to pay £3m to charity after complaint breaches

milliemonster

I finally dumped EDF for OVO a few months ago after a nightmare year of constant changes in direct debits, EDF taking money from my account more than 3 times in one month totalling over £800 without even informing me (I did get it refunded) and yes their bills are a nightmare to understand, I put an official complaint in regarding it and the result of this was me being asked what I wanted them to do about it? I told them to follow their internal complaints policy as surely they must have one, but they still kept coming back to me with 'what do you want us to do about your complaint?' and never took it any further, all I wanted was an apology and an investigation into why they kept altering payments on a monthly basis and taking payments more than once a month and an explanation as to why they couldn't make their billing easier to understand.

Since moving to OVO I must say I am very impressed

poppyand_pansy

...well for what its worth I've penned a letter of complaint (again) with a list of bills (I had 18 bills in 18 months!) and a request for compensation to send to EDF. Thanks Blue birdman I just might take it to the small claims!

davidgmmafan

"An Ofgem investigation of the big six provider was sparked after the number of complaints recorded by EDF Energy in 2011 increased by over 30% following the introduction of a new IT system."

It isn't unexpected though is it? British Gas had problems, EDF ahd problems, NPower are still having major problems and now Scottish Power are having problems with a billinng system which has the potential (keyword that) to vastly improve their customer service operations.

Who is making these decisions? Idiots.

Ofgem is also unfit for purpose IMHO and hasn't a clue.

poppyand_pansy

In case this is helpful to anyone, 2 months down the line and several letters later I've now been offered £30 as a goodwill gesture after I asked for compensation for all the ridiculous confused billing I had from EDF. I asked for more but I'm tempted to take it and throw in the towel its like pulling teeth.