Goodwill payment for poor customer service?

muhandis

Hi,

I started the process to switch away from EDF in early May, with the leccy going to Coop and the gas going to Economy Energy (EE).

The switch to Coop happened smoothly and I got a closing bill from EDF in late May.

EE confirmed that the gas switch was complete and started billing me from the beginning of June using the opening meter reading that I gave them prior to that and collecting monthly direct debits.

However, EDF took a direct debit for the gas on 1st June and then again on 1st July. When I called, they said the account is closed and I should get a closing bill and refund soon and they don't know why it hasn't happened yet.

Come 1st August, they again take a payment. I had to call them again and I held on until I spoke to a supervisor and made sure that the account was closed and that they will start processing a refund.

My question is, if I complain to EDF about how long it has taken for them to sort out a simple billing issue, is they any chance of a compensation payment? Not looking for anything big, just a few quid for all the unnecessary to and fro with them. Banks are usually quite good in this regard, anyone have a similar experience with energy cos?

Thanks in advance,

K

Cardew

If we all got compensation for poor service from Utility companies it would double the National debt!

You might get a small 'goodwill' payment from EDF if you complain enough, but as an ex-customer they will not be too bothered.

muhandis

Thanks for your reply.

Goodwill, that's the word I was looking for.

Yes, all I'm after is a small goodwill payment to make up for the bother I've been through. I'll go ahead and type up a quick complaint to them now. As Martin always says, there's no harm in trying!

Regards,

K

PS: I don't get the reference to the national debt. I was under the impression that EDF and most other utility firms like British Gas, etc are all private firms?

Cardew wrote: »

If we all got compensation for poor service from Utility companies it would double the National debt!

You might get a small 'goodwill' payment from EDF if you complain enough, but as an ex-customer they will not be too bothered.

JJ_Egan

True but if they give you £20 compo then that will push prices up not EDF wages down .Nor will Directors or CS be pushed out of the door .

muhandis

Exactly, was a bit thrown off by the reference to'National Debt' haha.

Let's see what EDF say

matelodave

why does everyone feel that thye are entitled to compensation or a goodwill payment.

It's just plain greed in my opinion and ends up increasing costs for everyone else.

muhandis

I can't speak for 'everyone' but in my opinion I'm entitled to a goodwill payment because they've not closed my account even though it's been 2.5 months since the switch, they've not refunded my credit balance and to top it all they've taken payments from my bank account when they aren't even supplying me any sort of service! If you want to call that 'greed', be my guest

Obviously, we'll have to agree to disagree.

matelodave wrote: »

why does everyone feel that thye are entitled to compensation or a goodwill payment.

It's just plain greed in my opinion and ends up increasing costs for everyone else.

trickytree1963

muhandis wrote: »

I can't speak for 'everyone' but in my opinion I'm entitled to a goodwill payment because they've not closed my account even though it's been 2.5 months since the switch, they've not refunded my credit balance and to top it all they've taken payments from my bank account when they aren't even supplying me any sort of service! If you want to call that 'greed', be my guest

Obviously, we'll have to agree to disagree.

Are you aware of the Direct Debit Guarantee?

muhandis

trickytree1963 wrote: »

Are you aware of the Direct Debit Guarantee?

I wasn't aware of the DD guarantee. Have looked it up now, very interesting, thank you. Will definitely make use of it in the future. For this instance, I'll wait for EDF to act.

muhandis

A belated update, they finally managed to get their act together a few months ago (a whole 5 months after I left them!) Had to lodge a formal complaint to get the wheels turning, they also credited my account with a small 'goodwill' payment in the end

Thanks for the replies!

Lesson learnt is that ask them once and if they mess it up, make a formal complaint!

Don't know what it is with transferring gas accounts, I'm having the same problem getting Economy Energy to close my old account after a home move!