Utility Point => EDF - Progress with dates on EDF web-site (new?)

gt94sss2

Doc_N said:

gt94sss2 said:

I haven't read the grounds/history re: why @Doc_N is complaining but if EDF are charged by the Ombudsman about an SoLR related complaint, then there is a good chance that any fee will be recharged to Ofgem and added to the customer levy that all energy customers pay - EDF wouldn't suffer financially as a result.

Not the way it works. Ombudsman schemes are almost invariably funded by the companies included, and this one’s no exception. Each complaint involves a fee to the company complained about, and that funds the service. Here it’s around £500 per complaint.

I'm afraid you are wrong.

When it comes to the SoLR process, the firm can claim complaint costs from the regulator and its ultimately added to the levy that all customers pay.

See the below, which is from a Ofgem letter:

Doc_N

gt94sss2 said:

Doc_N said:

gt94sss2 said:

I haven't read the grounds/history re: why @Doc_N is complaining but if EDF are charged by the Ombudsman about an SoLR related complaint, then there is a good chance that any fee will be recharged to Ofgem and added to the customer levy that all energy customers pay - EDF wouldn't suffer financially as a result.

Not the way it works. Ombudsman schemes are almost invariably funded by the companies included, and this one’s no exception. Each complaint involves a fee to the company complained about, and that funds the service. Here it’s around £500 per complaint.

I'm afraid you are wrong.

When it comes to the SoLR process, the firm can claim complaint costs from the regulator and its ultimately added to the levy that all customers pay.

See the below, which is from a Ofgem letter:

If you read the whole letter (https://www.ofgem.gov.uk/sites/default/files/2021-10/20211026 Letter to suppliers on faster claims final.pdf) you'll see no reference whatever to Ombudsman complaints, and also the reference to 'reasonable additional, unrecoverable' costs incurred.

The word 'complaints' refers to ordinary complaint handling if a company has acted reasonably.  This will not cover Ombudsman costs, and it will cover no complaint costs at all if a company has acted unreasonably.

In my own case I can certainly evidence unreasonable behaviour (and yes, I do know the meaning of that word in a legal context).  I suspect also that the delays which are taking place, caused directly by EDF's failure to process information at a reasonable pace, will also be viewed as unreasonable by Ofgem. If they take that view, no complaint costs at all will be paid - these are simply claims, not entitlements.

Detail_Merchant

There's a new update on https://www.edfenergy.com/content/welcoming-utility-point-customers dated 12 November saying "Nearly 170,000 Utility Point accounts have started their transfer to EDF." Not a %age like earlier updates, but sounds like another step forward.

Doc_N

Detail_Merchant said:

There's a new update on https://www.edfenergy.com/content/welcoming-utility-point-customers dated 12 November saying "Nearly 170,000 Utility Point accounts have started their transfer to EDF." Not a %age like earlier updates, but sounds like another step forward.

They’re using weasel words there. What’s the definition of ‘started their transfer’, I wonder? The number of online complaints suggests it’s probably a meaningless, but impressive sounding, term.

Dave_save

Detail_Merchant said:

18% of Utility Point customers have started their transfer journey to EDF.

Slipping the word "journey" in there makes the whole saga sound like a coach ride around Italy. 

I seem to be one of the passengers who's aboard this mystery trip as I've received e mails giving me a start date for supply of 17th Nov for gas and requesting a current gas meter read. They say the electricity transfer will follow. The mails read as if I've switched to them. I've also been told my dd has been transferred to EDF and been given a monthly figure of £50 for gas alone. I've checked my bank app and it appears the UP dd has indeed been replaced by an EDF dd. In addition, my new online EDF account has been populated by my personal details and preferences transferred from UP. 

1. No mention of my £200 plus balance from UP
2. No mention of the lost gap between 18th Sept and 17th Nov

My guess is that EDF aren't yet able to get their hands on the UP balances and are just commencing new contracts based on income from the new dd's against limited customer details. 

EssexHebridean

Well you’re a step ahead of me then - I’ve had the “you’re in safe hands” email a few days back but nothing more than that yet. It’ll happen - I’ve been here before and it’s just a case of being patient. The credit will be transferred so it’s not like we’re risking getting into debt while the process takes it’s time. If the DD’s are being transferred over then that suggests that the credit balances will soon follow too, IMO. 

Curiousgirl1

Dave_save said:

Detail_Merchant said:

18% of Utility Point customers have started their transfer journey to EDF.

Slipping the word "journey" in there makes the whole saga sound like a coach ride around Italy. 

I seem to be one of the passengers who's aboard this mystery trip as I've received e mails giving me a start date for supply of 17th Nov for gas and requesting a current gas meter read. They say the electricity transfer will follow. The mails read as if I've switched to them. I've also been told my dd has been transferred to EDF and been given a monthly figure of £50 for gas alone. I've checked my bank app and it appears the UP dd has indeed been replaced by an EDF dd. In addition, my new online EDF account has been populated by my personal details and preferences transferred from UP. 

1. No mention of my £200 plus balance from UP
2. No mention of the lost gap between 18th Sept and 17th Nov

My guess is that EDF aren't yet able to get their hands on the UP balances and are just commencing new contracts based on income from the new dd's against limited customer details. 

If you’re going to be set up on EDF systems from 17 November, you will be getting a final bill from UP up to 16 November. This will show your usage based on UP tariffs until 18 September then EDF tariff to 16 November. 

The charges will be taken from your £200 credit & whatever is left will be transferred to your EDF account. 

The final bill will take a bit of time to be produced & the credit maybe a further couple of weeks to be transferred. 

These transfers from failed supplier to SoLR can take a long time to be fully sorted which a lot of people don’t realise. They think the new company are just dragging their feet but there is a lot more involved than just setting up a new account. 

CRISPIANNE3

Just checked my bank account and the dd in favour of UP has been cancelled and no dd from EDF to replace it. Payment was last claimed on 1 November 2021. 

Inigo_Montoya

my UP DD is still in place -  however I  have already left UP for another supplier 

Dave_save

"These transfers from failed supplier to SoLR can take a long time to be fully sorted which a lot of people don’t realise. They think the new company are just dragging their feet but there is a lot more involved than just setting up a new account." 

I don't expect miracles but it surprised me that EDF had obtained details from UP/administrators such as address, e mail, phone numbers, usage level, but didn't obtain anything about meter readings for 18th Sept or balance at that point.

It might not be EDF's fault that a 3rd party is withholding such information, but at the very least I expect EDF to provide updates on progress and details of the billing plan. In the past, I've been involved in two of these SoLR transfers, and in each case it was a smooth process with clear updates. EDF is by far the worst. After 8 weeks, most of us are still in the dark, and guessing.