EDF have admitted their mistake

renegadefm

We had a pay as you go smart meter fitted in December, and almost straight away me and my partner noticed we we're having to top up more often than when we had a prepayment meter, so alarm bells we're ringing so we contacted EDF, and they said we have had to change your tarrif due the one we we're on doesnt work with smart meters, but we have put you on the best tarrif, so led us to believe nothing can be done. But I refused to let this go.

Rang them again numourous times and now finally they have admitted the mistake was that the much cheaper tarrif I was on wasent supposed to end until September 2020 in contract terms and that I should have waited until then to book a smart meter. But it EDF that kept emailing me to book it.

So now they have basically agreed to refund us on a quarterly basis the difference in expenditure up until September, and we have to review a different tarrif then, because apparently we are on the best possible tarrif for a smart meter, so it cant be changed until September. Hope all that made sense. And for the record I regret ever agreeing to a smart meter, its caused us nothing but grief.

If we didnt push this with EDF we would have been stuck on an extortionate tarrif and no refund. Seems like smart meters are not that smart after all.

Swipe

renegadefm wrote: »

So now they have basically agreed to refund us on a quarterly basis the difference in expenditure up until September...

I hope you have that in writing. I wouldn't trust anything that's promised over the phone.

renegadefm

Swipe, thanks for that, I did think that too, but I have been given a special case number. So hopefully I'm ok.

I just thought I'd put this out there for others to see because how many customers have they done this too, because most people wont twig on straight away.

Its only because we noticed having to top up much more often that we knew something was wrong.

I actually feel ripped off and conned that much I might take it to Watchdog. But the only silver lining I guess is they have now agreed to refund and difference. Quite how they are going to work that out is anyone's guess.

renegadefm

The frustrating thing aswell is when I asked to simply change back to a prepayment meter they said they cant do that, but I'm thinking why ever not? Its cheaper than using more money and having to get it refunded back.

Its almost as if we are using more electric but we know we are not. But anyway EDF has admitted it now, its cause my day unit rate before was 17. 15 pence per kWh. Night rate 6.2 kWh
But now 21.20 kWh Night rate 11.40 kWh
So a massive difference hence why the usage not just seemed more, it was more.

How do we get this message out there to the masses?

MWT

renegadefm wrote: »

If we didnt push this with EDF we would have been stuck on an extortionate tarrif and no refund. Seems like smart meters are not that smart after all.

The meter is smart enough, but you can't say the same for some of the suppliers...


I would strongly suggest that you use the time you have between now and your tariff ending to go hunting for the best deals around for PAYG tariffs.


Obviously it would be cheaper if you were not using PAYG, but since you are, and from your other posts you seem to want to stay on that, so do have a look around as it shouldn't be hard to get a cheaper tariff elsewhere.

renegadefm

MWT, the problem I have with shopping around at the moment is we only put the winter credit on yesterday. Plus EDF said they would refund any difference from the day the smart meter went in up until September which was when my original tarrif was due to expire.
So I'm led to believe I cant change providers until September. Would I be right in assuming that based on what I have explained?

D_M_E

It's one thing gthem promising something in a phone call but another when it comes to actually doing what they promised.

You need to get their committment in writing or get a recording of what was said so that they cannot renege on their agreement.

Personally, I for one cannot understand why they have refused to put your contracted tariff on your meter instead of the fudge which they are offeringt.

renegadefm

D_M_E. I honestly dont know why my original tarrif wouldn't work with the smart meter. I am starting to feel conned because they we're pressuring me to have a smart meter which I found odd, why we're they being so pushy, like a dodgy sales man style pushy. Kept saying when am I going to book my smart meter instillation.

Then they changed my tarrif without even telling me to a much more expencive one. About 4 pence per kWh more. Which per kWh is a lot over time.

I only happen to notice the tarrif change when I logged onto my account to do a top up.

When I asked why the old tarrif wont work with smart meters they couldn't tell me, but now admit the mistake and have given me a case reference number, and has said I will get refunded usage difference. But what I am weiry about is how on earth can they work out usage or expence difference if its electric I havent used yet between now and September. I am confused. com

Swipe

renegadefm wrote: »

But what I am weiry about is how on earth can they work out usage or expence difference if its electric I havent used yet between now and September. I am confused. com

You'll have to wait until September for your difference to be refunded. As stated, you really should get something in writing as, come September, don't be surprised if they deny all knowledge or your agreement. I'd be more inclined to get rid of the pre-payment meter and/or switch suppliers ASAP.

renegadefm

Swipe, I dont have the prepayment meter anymore. Its an in home pay as you go meter.
But whats confusing me is they said Friday that they will date the refund from 12th December which was tarrif change date until end of September on a quarterly refund. So I am assuming I should get my first refund middle of March. Then 2nd refund June, and so on.

Swipe

renegadefm wrote: »

Swipe, I dont have the prepayment meter anymore. Its an in home pay as you go meter.
But whats confusing me is they said Friday that they will date the refund from 12th December which was tarrif change date until end of September on a quarterly refund. So I am assuming I should get my first refund middle of March. Then 2nd refund June, and so on.

That's ok then, not so bad. Pre-payment/PAYG smart meter, just different terms for the same thing. Not sure why anyone would willingly choose that expensive option over a credit meter/smart meter though.