Dispute with EDF: next step?

footyguy

CarolineM61 wrote: »

I have had an ongoing dispute with EDF from September last year. Basically the bill they sent me showed that I was over 1k in credit. When I contacted them, they said I could claim a refund, they asked for new meter readings, which I submitted. When I contacted them again, , they said, again, they needed meter readings. I gave them over the phone. They said they would call me back but didn't. This was repeated again, and no call back. They then sent two people out, within a month of each other, to take meter readings. I heard nothing until last week, when a bill dropped through the letter box for, wait for it, over twenty thousand pounds!! This was for three months charges. I called them and they agreed that this was obviously an error. When I gave them my meter reading, I included the meter serial number, which they said was incorrect. I pointed out that my meter was exchanged two years ago by them, they responded that they had no record of this. I had to provide photos of the new meter! They also contacted the contractor who confirmed the exchange.They said initially that the contractor they use had changed the meter without their knowledge. They now accept that the meter in the photos is mine, and there has been an error on their part.
My concern is that they say they are going to go back through two years flows and readjust everything. How will I be able to guarantee that they will do this accurately? I mentioned the
ombudsman and they are now fast tracking it, but I am very uneasy about any information they provide to me. Advice please?

You need to follow their complaint procedure which you can find in full here:
https://www.edfenergy.com/sites/default/files/making-a-complaint.pdf