MSE News: Former GNE customers left in limbo as EDF warns it will take until May to transfer them

MSE_Petar

Over 250,000 customers of the defunct gas and electricity supplier Green Network Energy (GNE) are still waiting for EDF Energy to set up their accounts two months after it was appointed as their new supplier, MoneySavingExpert.com can reveal. EDF's warned it'll take until the end of May to finish transferring all customers – here's the latest on what's happening and your rights.

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'Former GNE customers left in limbo as EDF warns it will take until May to complete transfers'

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rooster47

I have already cancelled my GNE ddm. Why? I have no axe to grind with EDF, as a former customer I had no complaints whatsoever.

OFGEM, whose role in transfers seems to be one of  'pass the parcel' asap, with few conditions, to a n other energy supplier, and an administrator who has no accountability to OFGEM for a speedy transfer process of customers to that new energy supplier. Its in these organizations I have NO confidence.

Yes, I realize I have an energy bill accumulating but that. for me, is a more preferable situation while administrators 'faff' about prior to forwarding customers data to the new energy supplier.

Remember there are 2 victims in GNE's failure, GNE customers and in this case EDF who can do nothing without the customer databank

Robin9

Other than any credit or debit in the GNE account in what way is the transfer any different to me as GNE customer transferring to Edf's Welcome 5 tariff ?

Moneyer

I'm one of those who cancelled my GNE direct debit before the advice not to (I had a big credit balance so didn't see any reason to keep increasing it).

I've now got a welcome email saying that my EDF account is set up and that I should be able to set up a direct debit in their online system. I can log into the system but it shows that I'm on a non-direct-debit tariff, with no way to add direct debit details and no option to change the tariff. The advice from their online chat people is just to wait for a welcome letter: they didn't quite seem able to grasp that I already had one. But maybe a more detailed one is to follow.

I don't mind being billed late, but I don't want to be charged at a much higher non-direct-debit tariff for an extended period when they won't let me set up the direct debit....?!

Mgaer

Just been looking at my banking Direct Debits and the one for GNE is no longer there, it hasn't been replaced by an EDF Direct Debit.

I have not been contacted by EDF so I have no idea what is going on.

Any ideas please.

woodentie

I was eligible for the Warm Homes Discount for this winter from GNE, being a customer of theirs in July 2020. I subsequently changed supplier, before they went bust, but understood GNE were still liable for the payment to me. Now it seems I'm maybe, 'left in the cold'!?

Dellgrad12

Mgaer said:

Just been looking at my banking Direct Debits and the one for GNE is no longer there, it hasn't been replaced by an EDF Direct Debit.

I have not been contacted by EDF so I have no idea what is going on.

Any ideas please.

This means your transfer to EDF is in progress and they have set up a new direct debit to replace the GNE one. This should be for the same amount as your GNE one and you should hear from EDF soon with full details.

LokieK3

Sorry to hear some have not been kept up to date or are unhappy for various reasons I hope they get sorted; Ours has gone as smooth as silk, EDF have been excellant in keepig us informed, I rang the helpline with a query and that too was really good service by EDF, they ran through how things would pan out and the fact that they pledged that we would not pay more than our then curent GNE rates... Everything they said back then has been done, we are now on the EDF V3 tarrif and new account is up & running no issues, we are more than happy, so Im sure they will eventually do as they said they would for all.

Nit

woodentie said:

I was eligible for the Warm Homes Discount for this winter from GNE, being a customer of theirs in July 2020. I subsequently changed supplier, before they went bust, but understood GNE were still liable for the payment to me. Now it seems I'm maybe, 'left in the cold'!?

I'm in the same boat. Is there anyone we can contact for help?

Magdalene

we are in-charge of my in-laws bills, as she is very vulnerable and elderly.
2 months before Green Energy collapsed, they suddenly put up the monthly bill to nearly half again. i struggled to speak to anyone. when i did they said it was to meet the excessive use, which was not accurate. in-law was stressing how she could manage. i was unable to access any relevant information about money owed by or to her online from GNE.
EDF took over and continued to take the same payment!!!.
i called the number which was a Asian call centre. the woman kept repeating the same statement; no help. i asked to speak to manager/supervisor, she refused. when i persisted, she came back saying the supervisor said the same as her.
i used their online chat, they told me they could not do anything till i was transferred. i called another online complaint dept. the man was rude, totally distant, arrogant, and showed no interest in the issues, to the point of asking me what could be done. i told him, he sounded uncomfortable.
i have since received several emails and a phone call from EDF, which included an apology. emails confirming almost completion of the transfer and immediate amendment of DD payment.

I'M VERY DISAPPOINTED WITH OFGEM. THEY ARE SUPPOSED TO BE THE OVERSIGHT - SPEAK FOR THOSE OF WHO CANT. whilst they ignore the worries of those who could not afford the fees, it also prevented them moving to another provider, thus, held to ransom, when not their fault, is appalling.

Robin9

@Magdalene     The usual reason why DD's get changed is that after a long period of not having had meter reads a meter reader has called and the system now has accurate information and a big catch up may happen

Are you able to read her meters and give Edf meter reads ?   Is she on their priority list ?

Have you access to the online account ?