EDF have accidently closed my electricity account

AlCapwn

Hello

I've been with EDF for the last year on a dual fuel tariff, been a satisfied customer throughout, no issues with them whatsoever.

My fixed tariff is due to run out at the end of this month so I've been hunting around for the best deal. Eventually I settled to stick with another EDF tariff so I logged into their online portal to set it up.

To my confusion, I kept getting prompted to add Electricity to my account.

So I ring them up and the guy at the other end told me my Electricity account had been closed on the 26th March :eek: , acknowledged it was a mistake on their systems and he would prioritise this to be fixed.

Today I received a 'final (estimated) electricity bill'; my tariff end date for Gas is getting closer and I don't fancy being on their Standard Variable rate :A

Has anyone experienced anything similar?

I'm going to speak to them again tomorrow but if anyone has any pointers on

a) How to make sure I'm not out of pocket for this, particularly if I'm switched over to the Standard Tariff
b) How to get them to hurry up and fix it
I'd appreciate it.

As a first step I'm going to take an electricity reading today to make sure I'm billed accurately. I don't even know who is supplying me electricity if not EDF :huh:

SoletraderSteve

When you say closed, was it to another supplier in error (known as an Erroneous Transfer) or because they thought today had moved out? If it is the latter, they will make your account live again and you will back to the position you were in prior on the same tariff (I assume the new one you agreed from April onwards). If you are unhappy with the time it is taking for this to happen raise a complaint. If it is an ET then it requires some further investigation and can take a little longer, so call them and ask to speak with their Erroneous Transfer department. Hope this helps.

Fortyfoot

I am having problems, Scottish Power say they have not received my readings from EDF, EDF say they sent it a couple of weeks ago.

I prefer to email them as you then have a record of what they say.

advisor@edfenergy.com

Fortyfoot

footyguy

AlCapwn wrote: »

Hello

I've been with EDF for the last year on a dual fuel tariff, been a satisfied customer throughout, no issues with them whatsoever.

My fixed tariff is due to run out at the end of this month so I've been hunting around for the best deal. Eventually I settled to stick with another EDF tariff so I logged into their online portal to set it up.

To my confusion, I kept getting prompted to add Electricity to my account.

So I ring them up and the guy at the other end told me my Electricity account had been closed on the 26th March :eek: , acknowledged it was a mistake on their systems and he would prioritise this to be fixed.

Today I received a 'final (estimated) electricity bill'; my tariff end date for Gas is getting closer and I don't fancy being on their Standard Variable rate :A

Has anyone experienced anything similar?

I'm going to speak to them again tomorrow but if anyone has any pointers on

a) How to make sure I'm not out of pocket for this, particularly if I'm switched over to the Standard Tariff
b) How to get them to hurry up and fix it
I'd appreciate it.

As a first step I'm going to take an electricity reading today to make sure I'm billed accurately. I don't even know who is supplying me electricity if not EDF :huh:

Don't worry about it.

You've highlighted the issue and the supplier is onto it.

In the circumstances the resolution, when completed, should put you back into the same position you would have been in had their error never had occurred.

Yes, do give them a meter reading on the last day of your contract, so that the supplier can bill you correctly for that last contract and styart your new contract from the correct meter readings

AlCapwn

SoletraderSteve wrote: »

When you say closed, was it to another supplier in error (known as an Erroneous Transfer) or because they thought today had moved out? If it is the latter, they will make your account live again and you will back to the position you were in prior on the same tariff (I assume the new one you agreed from April onwards). If you are unhappy with the time it is taking for this to happen raise a complaint. If it is an ET then it requires some further investigation and can take a little longer, so call them and ask to speak with their Erroneous Transfer department. Hope this helps.

I can't remember exactly what the term was, but when I asked who had my account supposedly transferred to, he said something along the lines of 'that's the thing, it's a mistake on our system'/

I spoke to them on Thursday and they are still investigating and have promised I won't get charged under the standard rate as they'll backdate any usage to under my current tariff.

@Fortyfoot, thanks for the email address, that will come in handy