EDF Exit Fees Help required

barafear799

Dear MSErs.

Hope you can advise.

I have been an EDF customer for more than 8 years - I have no desire to change supplier.

During that time, I have switched tariffs to avoid going onto SV tariff and paying through the nose.

I have often changed tariff (where allowed as an existing customer) through third parties such as MSE Cheap Energy club and more recently MoneySupermarket.

And this latest experience is the reason for this thread today.

Sequence of events:

I was on a tariff with EDF due to end at the end of Sept.
There were exit fees payable if leaving tariff, with a 90 day allowance - i.e. if I left after 1st July, no fees payable.

I had been looking around for any new tariffs - in the past EDF low-cost tariffs were few and far between - anyway - I noticed a new one being offered by a few third parties, including the aforementioned MoneySupermarket.

I noticed this in early June - obviously, I didn't want to pay the exit fees. So I entered into a live chat on EDF website - and asked about the fees.
They copied and pasted the standard response - i.e. unless leaving within the last 90 days, fees would be payable.
I was then given the advice that I could choose the date of the switch - i.e. I could state I'd like the switch to happen at the end of Sept (or in fact anytime after 1st July).
In terms of the two tariffs, the overall cost to me was virtually the same (but obviously about 25% cheaper than the SV tariff I would be auto switched to).
I was told I would be able to make this change in "My Account" or at some stage during the switching process I would be given the opportunity to state this was what I want.

Anyway - I "made the switch" (or in my eyes, I started the ball rolling) on 13 June. Obviously with the express intention of taking the advice and requesting that the new tariff not start until after 1st July. Not being an expert in this area, I was also unclear as to what the "actual switch date" is .....is it this date I started the process or is it the date that I get confirmation the switch is finalised? So in the back of my mind, I felt if it took more than 18 days to complete the switch I might be ok and not need to mess about with changing the date.

I got a confirmation email from MSM confirming a couple of important things in my mind:

What happens next?

In the next 24 hours, your application is sent to EDF.
Within the next 2 weeks, I'll receive a welcome pack from EDF confirming my application and outlining my 14 day cooling off period. If you want to cancel your application, contact EDF within this time period.
Within 6 weeks, EDF will get in touch asking for a meter reading. After this you can relax as the switch to your new tariff should be complete.

I had no correspondence from either MSM or EDF for the next three weeks. No welcome pack. No "outlining of the cooling off period".

On at least two occasions, I contacted EDF via live chat and asked them what was happening (as my account still showed me on the old tariff) - both times they confirmed they had no record of receiving anything from MSM.

Eventually, almost a month (12 July) after the original application, I got an email from EDF saying the switch was complete.

This confirmed my transfer and that the new tariff starts on 14 June. If nothing else, a grammatical error for an email sent on the 12 July (started maybe?)

Head to "MyAccount" to check out your updated details, new DD etc.

And then a "What happens next?" section.

You now have a 14 day cooling off period, from the day after you signed up, to cancel your contract and stay on your previous tariff.

Clearly, the day after I signed up was 14 June, and it was now 12 July.

So, since this date, I have complained to EDF. I even had to request an SAR report to get copies of the live chats - but I'm hitting a brick wall, claiming that as I did the switch through a third party, the option to "choose my own switch date" is not applicable.

I'll continue this in another post

barafear799

Just digging out the copies of the live chats.

So direct copy/paste of my questions and EDF adviser's response:

Me: Exit Fees (initial subject matter so adviser knows the gist of chat)

EDF: I see that your current tariff Easy Online Exclusive xxxx has an exit fees of £30 per fuel for early cancellation of tariff.


EDF:
You need to pay your tariff's exit fee if you cancel your tariff with more than three months to go on your contract - even if you're cancelling it to move onto another EDF Energy tariff.

You don't have to pay the exit fee if your tariff is due to end within the next three months, or if you cancel within the 14-day cooling off period when you first sign up.
Not all tariffs have an exit fee. Dual fuel tariffs have one exit fee for electricity and one for gas.

ME:
Do the fees apply if I switch to another EDF tariff?


EDF:
Yes, you need to pay your tariff's exit fee if you cancel your tariff with more than three months to go on your contract - even if you're cancelling it to move onto another EDF Energy tariff.

However, you can choose a tariff to start from when your current tariff eneds.

ME:
Ok

ME:
So, if I switch to a new tariff, I can ask for it to start on 1st Oct.

EDF:
Yes, you will be getting that option on MyAccount or you can also change your tariff in July without any exit fees.

ME:
Ok, thanks for help


EDF:
You are most welcome.

So at no stage was it pointed out that different rules applied if I switched via a third party. Neither was it asked of me.

Not only was that advice incorrect, but seemingly the adviser's comment about £60 exit fees was also incorrect - as I have been charged £70.

I have complained via live chat and latterly by email - but every time I keep getting knocked back. They've looked into the case and the exit fees were applied correctly.

They have recently offered me £10 credit as a goodwill gesture.

I wonder if that is to cover the £10 I seemingly have been overcharged (if indeed the exit fees are correct).

Obviously, I have rejected such a miserly offer.

I was looking for some more copy/paste of the live chats - but they really were a load of jibberish - EDF have a live chat BOT who then transfers to a real person - but given the same old standard responses and not listening to my "valid" complaints, I'm not sure I was really transferred at all :rotfl:

Anyway - that's about it at the moment.

Would appreciate any advice.

Cheers.

AndyPK

Their exits fees are usually 35 per fuel.

They customers services ppl aren’t sure. Telling me it’s 15 today.

barafear799

Hi,

Anyone else have any experience or comments to help out please?

Cheers.
B

Dee72

The switching window normally opens 49 days before the expiry date of your tariff, not 90 days. This is an Ofgem regulation.

You need to refer to the term and conditions of the specific tariff you originally signed up to to establish if early exit fees apply, and if so, under what conditions.

AndyPK

I'm not sure what help you want.

Yes EDF do charge exit fee's (if fixed) to move to another one of their tariffs. It is typically £35 per fuel.
Within 49 days of it ending, you are not charged

PennineAcute

If I have read correctly, you changed tariff through a price comparison site, you were charged exit fees and not given the opportunity to provide switching date, as per the web chat conversation.

If so, I feel that you would have to prove you did not have the opportunity. The three months which was quoted did seem wrong to me, but have found this on EDF's website, so they must give you longer than the standard 49 days.

However, it is down to you to prove that you were not given the opportunity. If you can prove, make a formal complaint. If you cannot, then, I feel, there is not much you can do.

Technology is great, until it goes wrong. EDF seem adamant that it has not.

Fortyfoot

EDF is Energy from France! They have messed us about.

I have just done a comparison and I can save quite a lot of money if I move, so I will do that when my current plan expires.
image uploading site

Fortyfoot

PennineAcute

Not saying do not go with Utilita. Just do a bit of reading up before you do. Their FB page is an interesting read.

barafear799

Yes, I know 49 days is the standard, but EDF do offer 90.
The "proof" that I intend to rely on is the advice I was given on the live chat, as I provided copies of in my orig post (or follow up).
To me it seems quite clear why I took the action I did - It was clear I wanted to avoid paying the exit fee, I was quite well aware that on the date I was asking this question I would be liable - but I went ahead because I was told I would be able to "switch" and then "choose my own date for when I actually wanted the switch to start"
That is the only evidence I am relying on.

I just wanted others' opinions as to whether I am "reading it the way I want to read it" and a far more obvious reading of the advice is the way that EDF are portraying matters.....i.e. I was "reminded" of the standard t&c and any "advice thereafter" (re: changing the dates) is disregarded - or even if it is important, that advice is only relevant if I had done a switch via the EDF website!!

It all seems fairly straightforward in my eyes....but then I may be a bit biased.

Cheers.

AndyPK

I have certainly manged to get the switch over date agreed when I have phoned them up in the past.