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

Curiousgirl1

They possibly have the balance details but the credit needs to be used to pay for electricity that has been used until the account is set up on EDF’s system. What ever is left will then be transferred. 

They’re not going to transfer the balance you have now as there is energy to be paid for 

Dave_save

Curiousgirl1 said:

They possibly have the balance details but the credit needs to be used to pay for electricity that has been used until the account is set up on EDF’s system. What ever is left will then be transferred. 

They’re not going to transfer the balance you have now as there is energy to be paid for 

I don't expect to have the balance transferred. What I expect is for EDF to let me know the plan for billing during the transfer. You're guessing as we all are. Why can't EDF do the job expected by its customers and share the transfer plan they've agreed with the administrators?

The current complaint I have with EDF is based purely around its failure to provide meaningful updates. So far their response has been woeful. 

Curiousgirl1

What about the FAQ’s, there’s information on there. What else exactly do you want to know? EDF are transferring 220,000 accounts, you can’t possibly expect them to give everyone a personalised update can you? You’ve been told your credit is safe & that it will take time to get everything completed. Can’t see what your problem is. 

Doc_N

Curiousgirl1 said:

What about the FAQ’s, there’s information on there. What else exactly do you want to know? EDF are transferring 220,000 accounts, you can’t possibly expect them to give everyone a personalised update can you? You’ve been told your credit is safe & that it will take time to get everything completed. Can’t see what your problem is. 

You seem strangely supportive of these inordinate and unexplained delays on the part of EDF. Why? Do you have some connection with them?

This is a consumer website, some of us are trying to get refunds of several hundreds of pounds, and EDF are doing very little about getting the job done in a reasonable time.  Why would they - it's hardly in their interests to put any resource into it, is it?

You have your views and others have theirs.  

Curiousgirl1

No affiliation with EDF but I did work in the industry for about 20 years so tend to know how things work. Unlike a lot of people on here who think that a supply can be transferred from a failed supplier to a SoLR in a matter of days. 

TonySimon

I'm in a similar situation with PFP going to British Gas and Symbio to E-on Next.  The process is taking its time so EDF don't appear to be any worse than these 2 new suppliers I am dealing with.  These are difficult times though - for everybody.

EssexHebridean

There is a difference between being supportive of the time it is taking, and accepting of it. Ultimately, they’ve set out what will happen, plus information about what happens during a SoLR transfer is freely available online also, including on here where people are very helpful about explaining what to expect. It feels as though a handful of folk feel that they shouldn’t have to wait in line with the rest of us, they should get special treatment, and are prepared to stamp their feet and make a noise to get that special treatment. Ultimately all this will do is mean the whole process takes even more time to complete. 🤷🏻‍♀️

Curiousgirl1

In my experience, the ones that shout the loudest wait the longest as they get the backs up of those who are dealing with them. Being patient & civil gets you a lot further. 

Doc_N

Curiousgirl1 said:

In my experience, the ones that shout the loudest wait the longest as they get the backs up of those who are dealing with them. Being patient & civil gets you a lot further. 

Being civil is always essential. Without it, nothing is achieved. Being patient when a company is acting reasonably is also reasonable.

However, in this case we have a company (EDF - Électricité de France) which didn’t even bother to send out to its new customers details of the tariff they were on for a matter of weeks. It had all the email addresses, but just used them to ask customers not to switch, instead of sending out tariff details.

Patience has its limits, and some companies, like EDF, will exploit those who are prepared just to sit back and do nothing about credits amounting, as in my case, to hundreds of pounds. This isn’t just a trivial amount. To some it will be a matter of eating or not eating.

Ombudsmen are there to be used when companies refuse to pay money that’s due, and referring cases to an Ombudsman isn’t a matter of shouting loudest. It’s a basic consumer right, and if more people used it EDF would be far more likely to get their act together because of the financial hit at £500 per case.

EssexHebridean

Doc_N said:

Curiousgirl1 said:

In my experience, the ones that shout the loudest wait the longest as they get the backs up of those who are dealing with them. Being patient & civil gets you a lot further. 

Being civil is always essential. Without it, nothing is achieved. Being patient when a company is acting reasonably is also reasonable.

However, in this case we have a company (EDF - Électricité de France) which didn’t even bother to send out to its new customers details of the tariff they were on for a matter of weeks. It had all the email addresses, but just used them to ask customers not to switch, instead of sending out tariff details.

Patience has its limits, and some companies, like EDF, will exploit those who are prepared just to sit back and do nothing about credits amounting, as in my case, to hundreds of pounds. This isn’t just a trivial amount. To some it will be a matter of eating or not eating.

Ombudsmen are there to be used when companies refuse to pay money that’s due, and referring cases to an Ombudsman isn’t a matter of shouting loudest. It’s a basic consumer right, and if more people used it EDF would be far more likely to get their act together because of the financial hit at £500 per case.

Three days from when EDF were appointed as the Utility Point customer’s SoLR. In fact only 2 working days, there was a weekend in there. That was when I received the first email from them confirming that they were now my supplier, and that my prices would be matched to their standard variable tariff. They’d not given the new auto customer tariff a name at that stage (it’s not ow the Welcome variable I believe) but it’s categorically untrue to say that they didn’t contact anyone with tariff details for weeks. 

As for it being the difference between eating, and not, that will only be the case for new EDF SoLR customers if someone was planning to cancel their energy DD in favour of buying food. My DD is going out exactly as per my budget - EDF are not taking extra, in fact at the moment it is still going to UP. and will be applied against my future EDF billing.  I appreciate that the situation is more complex for anyone who was mid-switch at the time UP went under, and that is unfortunate and yes, could be problematic, but that is going to be a pretty tiny number of people, and realistically even if a standard switch had gone to plan they could at this stage still be waiting for a credit refund anyway - anything up to 8 weeks is hardly unusual.