Still awaiting final bill from Green Network Energy

philgeorge1

Hi all, I'm curious to know if anyone else has heard from the administrators of Green Network Energy? When my deal came to an end in January I arranged a switch to Pure Planet (sigh) and on the 23rd January it all started going through. GNE then went bust on the 3rd February. My switch to PP completed successfully and I had emails from EDF to say they would be in touch in due course with final bills.

I followed up with EDF around April who stated that all GNE customers would have a final bill by July and I have still not had one. I called EDF this week who say they can only find reference to me from when I was a customer in 2016. They advised me to call the GNE number, but all of the options on the system were dead. I've called Citizens Advice today who advised contacting the administrators, both of whom look like they have left Deloitte and setup their own business, so I have emailed Deloitte directly and await a reply (although don't hold out much hope).

Has anyone else experienced similar or are still waiting for a final bill?

Inigo_Montoya

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

philgeorge1

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

Thanks Inigo, I've emailed the EDF complaints team so will see what they say.

Grumpy_chap

philgeorge1 said:

Thanks Inigo, I've emailed the EDF complaints team so will see what they say.

Is there actually a complaints team at EDF?

The only contact I managed to find is customer_correspondence@edfenergy.com who are as useful as a chocolate teapot.  Even emails headed FORMAL COMPLAINT get nothing meaningful back.

Inigo_Montoya

Grumpy_chap said:

philgeorge1 said:

Thanks Inigo, I've emailed the EDF complaints team so will see what they say.

Is there actually a complaints team at EDF?

The only contact I managed to find is customer_correspondence@edfenergy.com who are as useful as a chocolate teapot.  Even emails headed FORMAL COMPLAINT get nothing meaningful back.

ComplaintResolution@edfenergy.com - worked for me

A resolver complaint I created was completely ignored though

smugwalrus

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

I had to do the exact same with Scottish Power when I'd already switched away from Yorkshire Energy before they went under.   Managed to get a final bill from the few YE skeleton staff that remained; SP always said no record of me despite YE saying they'd sent my details and final bill to them.   Formal complaint, attached everything that I could and a cheque arrived within a week or two.   No acknowledgement to the complaint or action taken but with SP this seemed to do the trick and would be what I'd suggest too

philgeorge1

smugwalrus said:

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

I had to do the exact same with Scottish Power when I'd already switched away from Yorkshire Energy before they went under.   Managed to get a final bill from the few YE skeleton staff that remained; SP always said no record of me despite YE saying they'd sent my details and final bill to them.   Formal complaint, attached everything that I could and a cheque arrived within a week or two.   No acknowledgement to the complaint or action taken but with SP this seemed to do the trick and would be what I'd suggest too

Thanks, I've emailed EDF so will see what they say about it. I don't have anything to attach though, only a vague recollection that I was about £60 in credit with GNE. Fingers crossed.

Inigo_Montoya

philgeorge1 said:

smugwalrus said:

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

I had to do the exact same with Scottish Power when I'd already switched away from Yorkshire Energy before they went under.   Managed to get a final bill from the few YE skeleton staff that remained; SP always said no record of me despite YE saying they'd sent my details and final bill to them.   Formal complaint, attached everything that I could and a cheque arrived within a week or two.   No acknowledgement to the complaint or action taken but with SP this seemed to do the trick and would be what I'd suggest too

Thanks, I've emailed EDF so will see what they say about it. I don't have anything to attach though, only a vague recollection that I was about £60 in credit with GNE. Fingers crossed.

If you have no documentation at all its going to make things a lot more difficult if your details were not passed by the administrators to EDF which can happen

Do you have any GNE emails showing, for example, your account number ?

I assume you at least have bank statements you can provide showing the direct debit going out till last december/january ?

philgeorge1

Inigo_Montoya said:

philgeorge1 said:

smugwalrus said:

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

I had to do the exact same with Scottish Power when I'd already switched away from Yorkshire Energy before they went under.   Managed to get a final bill from the few YE skeleton staff that remained; SP always said no record of me despite YE saying they'd sent my details and final bill to them.   Formal complaint, attached everything that I could and a cheque arrived within a week or two.   No acknowledgement to the complaint or action taken but with SP this seemed to do the trick and would be what I'd suggest too

Thanks, I've emailed EDF so will see what they say about it. I don't have anything to attach though, only a vague recollection that I was about £60 in credit with GNE. Fingers crossed.

If you have no documentation at all its going to make things a lot more difficult if your details were not passed by the administrators to EDF which can happen

Do you have any GNE emails showing, for example, your account number ?

I assume you at least have bank statements you can provide showing the direct debit going out till last december/january ?

Sorry for the late reply, yes I have my old GNE account number and obviously bank statements as well. EDF have already replied and said I never transferred to them and so it isn't a matter for them, but who else would have produced my final bill? Which is what I have gone back to them with. 

bristolleedsfan

philgeorge1 said:

Inigo_Montoya said:

philgeorge1 said:

smugwalrus said:

Inigo_Montoya said:

EDF are responsible for sorting out your final bill as per Ofgem rules

start an EDF complaint & provide them with documentary evidence to show you are still due your final GNE bill 

I had to do the exact same with Scottish Power when I'd already switched away from Yorkshire Energy before they went under.   Managed to get a final bill from the few YE skeleton staff that remained; SP always said no record of me despite YE saying they'd sent my details and final bill to them.   Formal complaint, attached everything that I could and a cheque arrived within a week or two.   No acknowledgement to the complaint or action taken but with SP this seemed to do the trick and would be what I'd suggest too

Thanks, I've emailed EDF so will see what they say about it. I don't have anything to attach though, only a vague recollection that I was about £60 in credit with GNE. Fingers crossed.

If you have no documentation at all its going to make things a lot more difficult if your details were not passed by the administrators to EDF which can happen

Do you have any GNE emails showing, for example, your account number ?

I assume you at least have bank statements you can provide showing the direct debit going out till last december/january ?

but who else would have produced my final bill?

GNE in administration produced final bills, ( limited number of staff were kept on by administrators) freephone number for final bill enquiries which was working fine up until late august now seems to be faulty, does not transfer to various options

I started switch out to EDF before SOLR was announced, final GNE bill produced 2 July which I received 6 July, EDF claim account/final bill was not passed over to them by GNE until 15th October after chasing, I have now had credit refund paid direct to bank account

Grumpy_chap

I've never got a final bill from GNE and EDF simply "vanished" my credit balance with GNE when they ceased trading.

After much discussion, I have now written to EDF suggesting the only way to resolve is to take the transfer in readings (joining GNE) right up to the end of the price promise and then deduct everything that I did pay.  That should be simple, as I was only ever on one fixed tariff for that period.

Hopeful that EDF will see sense.