What are my right with the following tariff change problem please

Iwanttobefree

Hi all, short version (honest)
Last year I had a gas supply put in , I spoke to EDF, they arranged for gas meter, that's setup on DD and all is fine, they said that when heating is installed, give them a ring and they will switch my electric from PAYG and E7 to DD and it takes about 24hrs as I'm on a smart meter. 

Fri 15th Jan I phoned them to say my central heating was finally being installed on Mon 18th providing no one gets Covid, they said to phone Tuesday when it's all up and running and it takes 24 hrs to switch my Electric smart meter from E7 PAYG to DD Standard tariff, and then I can choose whatever tariff I wanted online. 

Tues, I phone them, lady said it's best to do it in two stages, take me off PAYG first then 24 hrs later take me off E7, and sure enough, within 2 hrs I had an email welcoming me to a pay monthly tariff.

Wed I phoned to tell them that as far as my meter is concerned, it's still PAYG and can they take me off E7, they said don't worry, it takes a few days.  I asked what happens when the PAYG meter gets to zero balance, they said nothing, I won't be cut off.

Friday comes, the meter still thinks it's on PAYG, when I log in online to EDF,  it tells me I'm on "Standard Variable E7"
I phone them up, short version, I speak to loads of different people, even resort to talking to them on whatsapp, all tell me I'm not on E7 and I won't be cut off when the balance reaches zero, give it until Feb 1st and if meter hasn't corrected it's self, to ring them back.

So Monday arrives, balance on my meter reaches zero and as I suspected, I'm cut off. The PAYG account has been closed as I'm now on pay monthly, no way to top up.  
I phone up their complaints number, a lady took all my details and said I would receive a call within the hour to get me reconnected.  She also said she could clearly see I'm still on E7.

Most of the people on Friday and the lady I spoke to on Monday, I pointed out that instead of paying 20.83p a day standing charge and 16.54p kwh on their cheapest online tariff, I'm stuck paying their 29.09p standing charge and 21.09p kwh  as it' thinks I'm still on E7 and only gives me E7 tariffs to chose from when I try to change online.

Within the hour a lady phoned me up to say they have reactivated my PAYG account so  I can top it up and get my electric back (my new standard variable account has since completely disappeared, I said I wanted to be off it, she said they're working on it but don't know when.

Today I phoned them up again, got through to someone who sort of knew what was happening. He said there's a problem with my meter communicating with them which is why they haven't been able to take me off E7. He asked me if when I did the last few online top ups, I then had to manually type the code into the meter remote display to get the balance registered, I said yes. 

He said there is a problem with all smart meters in the country where blue tooth interferes with them communicating properly with the various suppliers, and it might be one of my neighbours Bluetooth etc, and said the smart meter company is doing an upgrade by the end of January to fix this.  But until them, there's nothing they can do as they can't communicate with my meter (and said loads of people are having this problem) 


I said about the rate I'm paying at the moment, costing me more a day than I should be paying because of their problem,  he said there was nothing he could do about it, I find that wrong?

I also asked how on earth they could send through an update if they can't communicate with the meter, he said they could still send updates, which of course makes zero sense.

At that point I'd had enough.

So, do I have any rights regarding me being stuck paying the higher rate at the moment?

Thanks

Cardew

You need to wait until the problem is sorted(by end of January??) and then estimate how much this situation has cost you in extra payment; from what you have stated it should be no more than a few pounds. Usually EDF will make a goodwill payment that will more than cover your losses.

If it is still not resolved after a couple of weeks, submit a formal complaint to EDF.