Edf back billing

lemon45

Thanks for the advice.  
Do you know if the ombudsman will help my father as he is now living with me here in germany? I am looking after both my father and my mother as they are both elderly. 

MWT

As the matter relates to events in the UK I see no reason why the current physical location of your father would matter.

Do keep in mind though that you must complete the process in the correct order, you cannot just go straight to the Ombudsman.

This may help...

https://www.edfenergy.com/sites/default/files/making-a-complaint.pdf

lemon45

Thanks for the reply. My father has gone through the steps of complaining and has a case number. This reply from Edf was the final decision made by them and they are now awaiting his reply as to whether or not to accept the offer of paying the £700. This whole process has been taken about 2 months. My father would just like to know if it is a definate that the ombudsman will help him as he is now living in germany. He is worrying whether the fact that he lives in germany and if he doesn't accept the offer and wants to take it further, that he will definitely get help from the ombudsman. He has so much stress from this it is making him ill. I keep telling him not to worry but it doesn't help. 

wild666

The final reading on the meter would account for any and all gas and electric used up to the final readings. In short the final readings are a final and complete reading of the gas and electric and the company would know this. IMHO they are trying it on to get more money out of the user.

MWT

wild666 said:

The final reading on the meter would account for any and all gas and electric used up to the final readings. In short the final readings are a final and complete reading of the gas and electric and the company would know this. IMHO they are trying it on to get more money out of the user.

This one is a bit more complicated than that.

A large refund was processed to the customer in error, it is this error that they are trying to correct and they were within 12 months of the original error when they tried to correct it.

So they are not 'trying it on to get more money' they are just trying to recover money the user should never have been given in the first place...

lemon45

Hi, sorry to repeat again. could somebody tell me if the ombudsman will definitely help my father due to his physical location? I want to give a definate answer back to edf .

MWT

lemon45 said:

Hi, sorry to repeat again. could somebody tell me if the ombudsman will definitely help my father due to his physical location? I want to give a definate answer back to edf .

You just need to follow the EDF complaints procedure, you don't need to make specific reference to the ombudsman their process anticipates that you will end up there if it is unresolved, and yes, your fathers current location has no relevance to them, what matters is that he was a customer of a UK energy supplier receiving his supply as a domestic customer (or a micro-business).

You do have to go through the complaints process to get there though, you can't skip past that and go straight to the ombudsman service. 

lemon45

Thanks for your reply.  My father has gone through all the complaints procedure and would like to reply to edf about not accepting their offer.

Essmum

If you have already filed a complaint with Eon ask for a deadlock letter than you can go straight to the Ombudsman.
Where you're located doesnt really matter as all communication can be done by email.  

Cardew

Essmum said:

If you have already filed a complaint with Eon ask for a deadlock letter than you can go straight to the Ombudsman.
Where you're located doesnt really matter as all communication can be done by email.  

Asking Eon for a deadlock letter would cause confusion

It seems to me a straightforward case of EDF mistakenly giving the customer a refund, and the final bill is to correct that error.

To reduce the bill to £700 is a goodwill offer and IMO should be accepted.

What 'help' does he expect from the Ombudsman?