EDF Exit Fees Help required

barafear799

I keep getting emails from them with an "update" on my complaint. They clearly seem to have this copy and paste attitude to everything they do......live chat and now emails.
So they just reiterated that exit fees are valid because I changed tariff outside the 90 days allowed.
Also that I couldn't change my "date" because I used a third party.

But this is the crux of my argument. Nowhere in the live chat that I included in my first couple of posts was this made crystal clear or even intimated. But it's fairly clear that that was the advice I relied upon before taking the decision to change tariff.

They have now increased their goodwill gesture to £25.

This still leaves me £45 out of pocket.

I have to wait 8 weeks to progress my complaint to Ofgem (that's about another 3 weeks).

I know MSERs sometimes do give real opinions rather than pander to posters. So am I being unreasonable in pursuing this complaint?

The_Fat_Controller

As you switched through a third-party, the exit fees are payable as you are not able to select a date that way unless you have it agreed by both parties.

I have just re-contracted direct with EDF on a new tariff as they offered a £50 sweetener, on their own website there was an option to switch instantly OR at the end of my current deal.

Before they offered the "£50 to stay deal", I did notice that once into my final 90 days of my current tariff, the exit fees HAD disappeared when I was looking at alternative tariffs on their own website.

However, using comparison sites there was always a warning that my tariff still had exit fees !

barafear799

Thanks for response FC.

However, my point, as has always been the case, is that this "select your own date" is not transparent - you either know about it or don't. And the fact it's available thru EDF but not via third party is also not obvious.
Hence the reason I used their live chat advice service.
And this info was not explicitly stated - or in my eyes, even implied.

This is my only gripe. It's clear I knew the rest of the stuff (i.e. currently, I was not within the 90 days, and I knew the tariff I was on had exit fees) - but if I received advice which stated I could go ahead and change and then "choose my date" at a later date - then that is what I did (or intended to do until they didn't give me that last option!!)

I do feel like I'm going round in circles.