Edf!!

tranmereforever

Just got off the phone to my sister,

She has had a debt issue with EDF owing around £350 ( due to personal issues she left her work ) but is now in work again and set up a direct debit for the account for which they told her would be £93 per month to include the outstanding balance

She set this up in December with first payment Jan and confirmed the date of DD, monthly amount and confirming it was including paying back the overdue bill via live chat which they said was ( and she has chat transcript )

Today she has had a DD of £675 taken from her account which EDF say is the overdue amount and the difference between her last bill and Jan and that they are sorry "she was not informed correctly" but that is the process and another DD needed to be set up for the overdue amount - why they did not say this at the time as that was the whole reason for setting a DD up

The £675 has bounced so she will be charged for this so I have told her to put a complaint into EDF including the chat transcripts but sounds like the left hand does not know what the right hand is doing!

DoaM

Contact the bank and invoke the DD guarantee to reclaim the money they took. (The bank must act on her instruction).

Then cancel that DD until EDF get their act together. Tell her to tell them that no further DD will be setup until she as an agreed repayment plan (in writing) from EDF.

Xbigman

If you cancel the DD they can bump you to a higher tariff. Keep the DD going but make it clear you will recall any amounts taken that you don't authorise.



Darren

dogshome

Write to EDF at this address heading the letter Complaint

FREEPOST RRYZ-BGYG-JCXR
Complaints Manager
EDF Energy
334 Outland Rd
Plymouth PL3 5TU

and enclose a copy of the web chat conversation that sets out the repayment plan

nkkingston

EDF are pulling a fast one. I'd cancel the DD and refuse to reinstate it until they honour their agreement. You absolutely are allowed to agree payment plans, and not pay it back in a lump sum.

I'd recommend giving the Citizens Advice consumer helpline a call too - they've got people who specialise in Energy related issues, so will be able to give some specific advice.

fleshandbone

EDF sound like a criminal organisation to me.
I hope you get all your money back with compensation.

Autumnella

I think this just hasn't been explained correctly and your sister has been unfortunate to get through to 2 unexperienced advisors. The balance owed will be £675. The amount of £350 will have either been an estimated bill or not billed up to date. The outstanding balance should have been put into an instalment plan to run alongside the direct debit to clear the outstanding balance. She will have received a bill a couple of weeks ago showing the balance owed and saying the balance would be taken in full.

The best thing to do is for her to ask the bank for an indemnity claim, she will receive a refund within 24 hours. Cancel the direct debit too at the time. EDF will hold the direct debit prices automatically for about 2 weeks to allow time for her to set this back up correctly.

McKneff

fleshandbone wrote: »

EDF sound like a criminal organisation to me.
I hope you get all your money back with compensation.

Utter nonsense.

I have been with EDF for years without a problem
Asimple mistake has been made which is easily rectified.

Compensation indeed. Don't be silly

DoaM

Autumnella wrote: »

I think this just hasn't been explained correctly and your sister has been unfortunate to get through to 2 unexperienced advisors. The balance owed will be £675. The amount of £350 will have either been an estimated bill or not billed up to date.

I hear you; but if this was the case, why would OP mention a payment plan of £93 per month to include the outstanding balance? It seems an oddly-precise amount to misunderstand.

Autumnella

DoaM wrote: »

I hear you; but if this was the case, why would OP mention a payment plan of £93 per month to include the outstanding balance? It seems an oddly-precise amount to misunderstand.

It was probably meant to be say £73 for ongoing usage and £20 instalment plan for the outstanding balance. It will be taken from the bank as 1 whole amount, but on EDF's system shows as 2 different agreements. The 1st advisor probably forgot to set up the instalment plan so the whole amount is mistakenly taken.

DoaM

Now that you've clarified what you meant, I think we're in agreement.

EDF have made a mistake ... OP should claim back the funds under the DD guarantee, cancel that DD then set up a new one once EDF have confirmed again the original agreement.