Backdated charges from edf

Bark01

EDF have to give you a certain amount of notice before moving you of product (currently 49 days, but may have been different in 2011). They probably did this in 2011.

Online Saver v6 was a variable tariff, it was guaranteed to a be a certain % below standard but wasn't a direct tracker. I think the % was fairly low >6%, but it was always a lot cheaper than that.

dogshome

As far as I can recall, this is the 2nd post by an EDF customer of this "Failure to recognise a tariff end date", problem

So far as the Back-B illing agreement is concerned, it was brought into being, (doubtless with a strong shove from Ofgem) to save ordinary families from BILL SHOCK when a supplier did not send out bills, and then sent a huge accumulated demand.

As EDF have been sending out bills, strictly the Back-Billing agreement should not apply, but BILL SHOCK most certainly has been caused and my advice to the OP would be to claim zero liability for incorrect billing up to 12 months before they recieved the back-dated demand, and be prepared to pay the 'extra' on just those last 12 months.

This 'extra' can be calculated by the differential on EDF's current Blue Price MARCH 2017 tariff and their current Standard tariff prices
If EDF don't agree, then the OP should go to the Obmbudsman and copy the correspondence to Ofgem

backfoot

I would advise the OP to fight them all the way on this. I don't see any liability under these circumstances.

I would imagine that other customers would be similarly affected.

Was the original contract for Dual Fuel? It appears so and at the end of the contract date a computer glitch caused the gas only to revert to standard. What notification of end of contract was given and how?

The computer glitch is unlikely to only have affected the OP. I would imagine some sort of audit has revealed the problem and they will have a 'hit list' to chase up.

Looks like the thin end of the wedge to me.

Wolf3

This is an interesting situation and to some extent i'm not along the same train of thought as other people. Whilst i sympathize with the OP's situation, I think it depends on the suppliers and others interpretation of the back-billing code.

If we go back in time prior to the back billing code the energy company would have realized their mistake not ending the tariff and as i presume the OP didn't take any action to change their tariff at the time in 2011, on the basis the Gas switched to the Standard tariff. The OP would have had a large catch-up bill on the more expensive deemed standard tariff for the entire 4-5 year period these charges have been replaced.

With the back billing code, which was brought in as described to reduce Bill Shock, the energy company should have estimated the OP's electricity charges on the standard tariff for the final 12 months of supply, then taken into account the payments made during that period. As the OP states they had initially agreed to pay off the £600 arrears at £10 per month, which would take 5 years to pay off, which the energy company should allow that time period as the tariff discrepancy occurs over a similar period.

Personally I would ask the OP to check the revised charges and payments to confirm this balance is correct and if they still aren't happy then to raise a formal complaint if not already done and follow up with the ombudsman if required.

backfoot

The scenario is not directly covered in the Back Billing Scenarios.

For me, the customer has not deliberately tried to avoid payment and presumably meter readings have been taken or provided to allow billing to occur.

It would appear that the OP has not been given the required notice that the Online Tariff had ended. The OP claims that the DD's didn't change so there was nothing in the billing to alert them to the end of the gas contract. I do find this quite strange.I also find it strange that a customer who entered into a contract/online tariff then didn't review it within five years . Can the OP explain these issues?

The whole situation arises because of the ridiculous differential that exists between standard and online tariffs. The end product is the same supply of energy.

My gut feel is that other customers will also be affected and therefore EDF are pursuing their 'imaginary' losses. They have theoretically overcharged the OP on gas by not giving proper notice of tariff end and they should be content with that.

As said, if it was me, I would be fighting it strongly but you will be in the hands of the Energy Ombudsman who is generally hopeless. I don't think there is anything to lose by trying.

Cardew

Wolf3 wrote: »

This is an interesting situation and to some extent i'm not along the same train of thought as other people. Whilst i sympathize with the OP's situation, I think it depends on the suppliers and others interpretation of the back-billing code.

If we go back in time prior to the back billing code the energy company would have realized their mistake not ending the tariff and as i presume the OP didn't take any action to change their tariff at the time in 2011, on the basis the Gas switched to the Standard tariff. The OP would have had a large catch-up bill on the more expensive deemed standard tariff for the entire 4-5 year period these charges have been replaced.

With the back billing code, which was brought in as described to reduce Bill Shock, the energy company should have estimated the OP's electricity charges on the standard tariff for the final 12 months of supply, then taken into account the payments made during that period. As the OP states they had initially agreed to pay off the £600 arrears at £10 per month, which would take 5 years to pay off, which the energy company should allow that time period as the tariff discrepancy occurs over a similar period.

Personally I would ask the OP to check the revised charges and payments to confirm this balance is correct and if they still aren't happy then to raise a formal complaint if not already done and follow up with the ombudsman if required.

Surely the issue is not backbilling.


IMO the issue is purely that they are retrospectively attempting to charge the OP at standard tariff rates for 12 months, when her bills for that period stated she was on another tariff.

Loverainbows

Thankyou everyone for your advice, I have spoken to edf again, and I should be expecting a call back from an advisor on the customer complaints team Tuesday at the latest, as the advisor who I have been dealing with was not in (even though he told me he wouldn't be in wed but would be in thurs and fri) .
Dogshome, I have done a few searches to find if anyone had ever dealt with something like this before, and couldn't find anything. If you know any more details I would be very interested.
Backfoot, yes my contract was for duel fuel, I have no idea if I was ever informed of end of contract in 2011, probably was but just too long ago to remember. I do keep thinking it can't possibly be just me who has been affected, maybe I'm just the first on their hitlist!
Yes that's right, I have never tried to avoid payment, the thought of this debt is extremely worrying to me!
It's not that my direct debits didn't change, as they have done quite a few times. I have checked many times over those years to see if I could find a better deal elsewhere. But when checking I have been focused on the amount they would expect me to pay a month for duel fuel, as that is what mattered most to me! The problem is the amount I was paying at the time was really not that much more than what I was being quoted, and never made me feel it was worth the hassle of switching. (The reason I ended up with edf in the first place was because I had some problems switching but that's not really relevant). I can see now after spending a lot of time looking at bills and getting help to work things out, that this was definitely not the best way to do a comparison.
Thanks wolf3 I have checked the figures myself and these may not be completely accurate but I still cannot see how they have reached the figures they are quoting. I'm waiting to speak to them about this.

backfoot

I think your issue needs some careful management. It is not an easy one and you need to take certain actions to protect yourself.

I am not against you talking to them on the phone as you may get a feel about the robustness of EDf's case and maybe acheive a negotiated settlement.

What you must do is raise a formal complaint and obtain a Complaint Reference Number. Get their written assurance that the latest bill is put in dispute. This will prevent any further action until the full complaint process is completed.

You can cover some of these questions on the phone but I would be writing to them with some specific questions.

1. On what basis are EDF sending out a bill for periods of time which have already been billed.

2. Do EDF have License Obligations to bill you accurately and if so do they accept responsibility for any errors ?

3. What notice was given to you that Online Saver v6 was due to end and can they send you a copy of that notice. You should deny receipt of any such notice at the original time and say that you would have actioned any such notice by switching tariff.

4. Point out that the lack of any such notice resulted in you paying charges for your gas supply at standard rates which you would normally have switched away from.

5. In the circumstances, state that you are prepared, on a 'without prejudice basis' to forego any claim for your losses from not switching, if EDF withdraw these unfair and inappropriate charges on your latest bill.

6. Request them to change your contract, as a matter of good faith to their cheapest current online tariff for your gas and electricity supplies.

I hope this helps you through this difficult issue.

I am sure others may be able to add to this advice.

Good luck.:)

Nigel95

Hi i am having the same problem with edf they are tring to charge me over £1000 because they underbilled me at some stage last november i dont see how it is that much and i have mentle health problems and suffer from depression i am not sure what i can do as i have 3 boys and the youngest is 9 months and has been in and out of hospital with feeding and weight problems does anyone have any advice

dogshome

Without details of the charges, it's not possible to comment.

However with the load you are carrying at present, it's probably best for you to make an appointment with your local Citizens Advice Bureau, ( Now a Govt appointed Agency for energy complaints), and let them sort it out