EDF - Issues with bill/meter reading

[Deleted User]

Wondering if you could provide some advise on next steps.
I am currently in a fixed rate tariff until March next year which I signed up for in the early part of 2019.
When I was moved to this tariff, I was told via online chat that this tariff was cheaper than the previous tariff was on. When I switched there was a negative balance of around £50 in which I was told isn't an issue as my future direct debit payments would equal out over the 12 months. Since then my direct debit has increased 200%. 

I have raised this issue via email and given the current situation with COVID-19 I have been quite relaxed about it all. However, I am getting conflicting responses. I have been told that my usage doesn't appear to have increased dramatically to the previous 12 months (which I agree with as we haven't had any significant changes). So I am struggling to understand how my monthly payment is now 200% more than it was when I started the tariff and why I have a debit balance of nearly £350 pound.

The response this morning reads:
"I have checked your account details and found that the usage and the bill updated on the account is actual and correct" - ok standard response
" I hope you are aware as your usage has increased over the past few years and also the prices have so the monthly payment wouldn’t cover what he is using hence the increase" - the usage contradicts what I was told and I am not sure how prices can increase when I am on a fixed tariff. 

I have asked several times for a deadlock letter to be ignored for sometime then get emails similar to above. 
Am I able to take this to the ombudsman without a deadlock letter?

Robin9

The opening question - are your bills based on the actual readings you have provided or the guestimated ones from EDF ?

[Deleted User]

Robin9 said:

The opening question - are your bills based on the actual readings you have provided or the guestimated ones from EDF ?

They are based on the readings I give. They request them six monthly (they used to ask for them monthly), and I try and do them every month if I can.
I don't mind paying for what I've used (obviously), and if it's just me being a bit silly when coming to reading my bills then fine i'll hold my hands up. But the increases seem excessive and I have been told that when my account was reviewed that my usage is only marginally different to the previous 12 months. 

Giving the benefit of the doubt, I suspect it is a communication issue on their part combined with my silliness around reading the bills and the increased are probably justified, however I am getting no help from them and feel the ombudsman is the only route to get some help. 

Robin9

Could you post your readings starting in March 2019 please?
Do you also have your annual readings for previous years - EDF are saying your consumption has been rising - is that correct?

[Deleted User]

Thank you.
One correction, it appears I signed up for this tariff in late 2018 not 2019, so not sure if this has any impact. 

It doesn't appear that I can see all my readings on the EDF portal like I would expect unfortunately (and stupidly I don't have my own record). But just going through my bills these are my readings (plus rough dates of the readings based on their bills):

Electric
07 Dec 18 - 06 Feb 19 latest reading 31509
07 Feb 19 - 24 Apr 19 latest reading 32156
25 Apr 19 - 15 Oct 19  latest reading 33599
16 Oct 19 - 13 Apr 20 latest reading 35583

Gas
07 Dec 18 - 06 Feb 19 latest reading 5636
07 Feb 19 - 24 Apr 19 latest reading 5882
25 Apr 19 - 15 Oct 19 latest reading 6047
16 Oct 19 - 13 Apr 20 latest reading 6740

EDF haven't always provided me with annual summaries here is the only one i have ever received:
Gas - 16 Dec 2016 to 15 Dec 2017 = 8,506 kWh
Electric - 16 Dec 2016 to 15 Dec 2017 = 2,476 kWh
Robin9 said:

Could you post your readings starting in March 2019 please?
Do you also have your annual readings for previous years - EDF are saying your consumption has been rising - is that correct?

EDF have suggested that my consumption has risen in their latest email this morning however prior to that they had said that consumption was around the same level it was for the previous 12 months so I am getting mixed messages.

As I say, if I am using it then fine, but it just seems a big jump. 
The other thing of course is that they could have made an error with previous bills and now trying to rectify it?

Matthaus73

Im no expert but at first glance it looks like your gas usage from Oct 19 - April 20 is high.  If thats in m3 that works out at around 7750 kwh for 6 months compared with your previous  annual usage of 8500 kwh per year.
Was ur heating set higher this year ?

Flt._Lt._Biggles

Deleted_User said:

Wondering if you could provide some advise on next steps.
I am currently in a fixed rate tariff until March next year which I signed up for in the early part of 2019.
When I was moved to this tariff, I was told via online chat that this tariff was cheaper than the previous tariff was on. When I switched there was a negative balance of around £50 in which I was told isn't an issue as my future direct debit payments would equal out over the 12 months. Since then my direct debit has increased 200%. 

I have raised this issue via email and given the current situation with COVID-19 I have been quite relaxed about it all. However, I am getting conflicting responses. I have been told that my usage doesn't appear to have increased dramatically to the previous 12 months (which I agree with as we haven't had any significant changes). So I am struggling to understand how my monthly payment is now 200% more than it was when I started the tariff and why I have a debit balance of nearly £350 pound.

The response this morning reads:
"I have checked your account details and found that the usage and the bill updated on the account is actual and correct" - ok standard response
" I hope you are aware as your usage has increased over the past few years and also the prices have so the monthly payment wouldn’t cover what he is using hence the increase" - the usage contradicts what I was told and I am not sure how prices can increase when I am on a fixed tariff. 

I have asked several times for a deadlock letter to be ignored for sometime then get emails similar to above. 
Am I able to take this to the ombudsman without a deadlock letter?

https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/

A supplier is under no obligation to issue you with a deadlock letter. A supplier is allowed up to 8 weeks to resolve any complaint you raise with them. A deadlock letter is simply a mechanism to allow you and the supplier to effectively shortcut the 8 week timeframe. It also acts as a message from the supplier to you as a polite way of saying 'stop contacting us about this, we've told you our final position'.

As it states in the supplier's complaint procedure "if it has been eight weeks since you first complained, you have the right to contact the Ombudsman Services: Energy"

[Deleted User]

Matthaus73 said:

Im no expert but at first glance it looks like your gas usage from Oct 19 - April 20 is high.  If thats in m3 that works out at around 7750 kwh for 6 months compared with your previous  annual usage of 8500 kwh per year.
Was ur heating set higher this year ?

Wow, so essentially according to the figures, (if I am reading your comment right) I've used the same in the period of Oct 1 to April 20 as I had done for the previous 12 months? That's a big jump isn't it? I haven't put heating up but we have had a few minor issues with the boiler recently. Could certain issues with a boiler cause a big usage increase like that?

RelievedSheff

Deleted_User said:

Matthaus73 said:

Im no expert but at first glance it looks like your gas usage from Oct 19 - April 20 is high.  If thats in m3 that works out at around 7750 kwh for 6 months compared with your previous  annual usage of 8500 kwh per year.
Was ur heating set higher this year ?

Wow, so essentially according to the figures, (if I am reading your comment right) I've used the same in the period of Oct 1 to April 20 as I had done for the previous 12 months? That's a big jump isn't it? I haven't put heating up but we have had a few minor issues with the boiler recently. Could certain issues with a boiler cause a big usage increase like that?

Yes.      

Robin9

You've have gone from a little below average to a bit over - electric anyway up 13%
Gas a bit more so.
Aby changes of lifestyle, more people at home, ………….. 
I don't think you've got an issue here -   but in the future read your meters far more often and switch to someone like octopus and zog who have monthly reads.

[Deleted User]

Robin9 said:

You've have gone from a little below average to a bit over - electric anyway up 13%
Gas a bit more so.
Aby changes of lifestyle, more people at home, ………….. 
I don't think you've got an issue here -   but in the future read your meters far more often and switch to someone like octopus and zog who have monthly reads.

Thank you. At least it's put my mind at ease a little bit. This is something EDF should have gone through with me so thank you. 
There have been no changes to lifestyle (granted there have in the last six weeks with COVID-19) but not in the period over Christmas etc. 

I suspect the issues I am having with the boiler may have contributed given the timing of it.

Thanks for your help.