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

Dave_save

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. 

Well, I don't want to have sympathy for EDF having to take on the task of SoLR. After all, it IS their job. 

You ask again what I want. I want them to tell ALL of their ex UP customers the plan agreed with the administrators. The bills that will be produced, the periods generally covered, and by whom. I would accept them telling me it will take some time. I want to also know in which bill will any credit be applied. After 8 weeks I would at least have expected that. It sounds to me as if EDF haven't got a clue about the process. Do they even have a dialogue with the administrators?

The Q and A pages don't contain that information, but they should. In fact there was an error on those pages telling us all the whole process should take 3 weeks!! Obviously an error, which EDF corrected when I pointed it out. So is the info there really of much use, apart from giving us a running percentage of customers "starting the transfer journey"? What on earth does that even mean?

If you're still confused about what I expect please ask again. 

Curiousgirl1

The plan that will have been agreed with the administrator is that EDF took over 18 Sept. you will be billed on UP prices from then until your account is closed which I think you’ve said you are starting on EDF systems on 18 Nov. Therefore your final bill with UP will show EDF prices from 19 Sept to 17 Nov. The credit you have built up will pay for your charges for this period & whatever the balance is whether still in credit or in debit will be transferred over to your new EDF account. 

It’s all standard practise and will be happening for the 2m or so customers who’s supplier has gone bust & transferred to a SoLR

Thrugelmir

Dave_save said:

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. 

If you're still confused about what I expect please ask again. 

In the bigger scheme of things why make yourself unhappy and mentally strained over something over which you've no control. In Madagascar it hasn't rained for 4 years. People are starving to death. Entirely dependent on relief supplies. Puts first world issues into perspective. 

Curiousgirl1

Doc_N said:

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.

The ombudsman is there to rule on a complaint where the customer and energy company cannot agree a suitable resolution. 

EDF are not refusing to refund you, they merely need you to wait until they can produce a final bill for you to see exactly how much needs to be refunded. 

In your case it may take a bit longer as you have changed your supplier mid SoLR process so not as straight forward. 

The cost per case to the energy company is £334, not £500 but I’m please we can agree that civility is the way forward 😀

Doc_N

Curiousgirl1 said:

Doc_N said:

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.

The ombudsman is there to rule on a complaint where the customer and energy company cannot agree a suitable resolution. 

EDF are not refusing to refund you, they merely need you to wait until they can produce a final bill for you to see exactly how much needs to be refunded. 

In your case it may take a bit longer as you have changed your supplier mid SoLR process so not as straight forward. 

The cost per case to the energy company is £334, not £500 but I’m please we can agree that civility is the way forward 😀

I appreciate that you see yourself as some kind of crusader for EDF, and perhaps other energy companies too, but I'm still puzzled as to why you're so upset at the idea of customers challenging energy companies when they get things wrong - particularly when you have no idea whatsoever of the individual circumstances of individual cases.

The Energy Ombudsman is indeed there to rule on a complaint where there's a disagreement between customer and company.  You'll know that a 'deadlock' letter is required for the complaint to be taken on by the EO.  I have a deadlock letter, and the case is being referred to the EO accordingly.  I have no intention of going into personal details here, but this goes beyond mere delay, though delay in itself is a perfectly acceptable reason for a complaint.

EDF was appointed almost two months ago by Ofgem, and Ofgem's statement then in respect of the repayment of credit balances was that 'The review process may take a several weeks as EDF needs to receive and review records from Utility Point.'

Those several weeks have now passed, but EDF have still only processed a tiny fraction of accounts - that in itself is a good reason to involve the Energy Ombudsman. 

By the way, the reason I've been referring to a fee of around £500 is that the £334 you mention is a long time out of date - it was the fee in 2009/10.  Since then costs and claims have risen, and quite recently the Ombudsman said that it would have to increase charges still further to cover the cost of the fees lost from companies that had collapsed.  So my £500 is probably a considerable underestimate.

It's pressure from consumers and the Ombudsman that keeps huge French energy companies like EDF from ripping off customers more than they do already (though the price cap will be redressing some of that now) and if they don't want the cost of complaints it's simple - get your act together and provide the service you're being paid by Ofgem (and ultimately all energy consumers) to provide.

bristolleedsfan

Doc_N said:

Curiousgirl1 said:

Doc_N said:

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.

The ombudsman is there to rule on a complaint where the customer and energy company cannot agree a suitable resolution. 

EDF are not refusing to refund you, they merely need you to wait until they can produce a final bill for you to see exactly how much needs to be refunded. 

In your case it may take a bit longer as you have changed your supplier mid SoLR process so not as straight forward. 

The cost per case to the energy company is £334, not £500 but I’m please we can agree that civility is the way forward 😀

 and Ofgem's statement then in respect of the repayment of credit balances was that 'The review process may take a several weeks as EDF needs to receive and review records from Utility Point.'

Utility Point customers: Your questions on new supplier EDF | Ofgem

Accounts in debt or credit

I’m in credit with Utility Point. Will I get my money back?

"Wait for them to contact you with relevant instructions"

I’ve left Utility Point, but have a credit balance.  Will EDF pay me this money?

 "Wait for them to contact you with relevant instructions"

Dave_save

Thrugelmir said:

Dave_save said:

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. 

If you're still confused about what I expect please ask again. 

In the bigger scheme of things why make yourself unhappy and mentally strained over something over which you've no control. In Madagascar it hasn't rained for 4 years. People are starving to death. Entirely dependent on relief supplies. Puts first world issues into perspective. 

Better let Martin know he needs to close down the forums, as meaningful discussions by consumers are somewhat irrelevant. 

Doc_N

bristolleedsfan said:

Doc_N said:

Curiousgirl1 said:

Doc_N said:

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.

The ombudsman is there to rule on a complaint where the customer and energy company cannot agree a suitable resolution. 

EDF are not refusing to refund you, they merely need you to wait until they can produce a final bill for you to see exactly how much needs to be refunded. 

In your case it may take a bit longer as you have changed your supplier mid SoLR process so not as straight forward. 

The cost per case to the energy company is £334, not £500 but I’m please we can agree that civility is the way forward 😀

 and Ofgem's statement then in respect of the repayment of credit balances was that 'The review process may take a several weeks as EDF needs to receive and review records from Utility Point.'

Utility Point customers: Your questions on new supplier EDF | Ofgem

Accounts in debt or credit

I’m in credit with Utility Point. Will I get my money back?

"Wait for them to contact you with relevant instructions"

I’ve left Utility Point, but have a credit balance.  Will EDF pay me this money?

 "Wait for them to contact you with relevant instructions"

Their instructions were very clear - they needed a copy of the last bill from Utility Point plus a screenprint showing the latest balance.  Then they'd repay.

Once they had those, sudden change of mind - surprise, surprise, they wouldn't repay after all. 

Love all this defence of a €57.1bn company here, as against one small customer owed getting on for £1000 with the temerity to make an Ombudsman referral - Martin Lewis would be be proud of you!   

Companies love gullible customers that roll over and let them walk all over them.  That's where they make their biggest profits.

bristolleedsfan

Doc_N said:

bristolleedsfan said:

Doc_N said:

Curiousgirl1 said:

Doc_N said:

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.

The ombudsman is there to rule on a complaint where the customer and energy company cannot agree a suitable resolution. 

EDF are not refusing to refund you, they merely need you to wait until they can produce a final bill for you to see exactly how much needs to be refunded. 

In your case it may take a bit longer as you have changed your supplier mid SoLR process so not as straight forward. 

The cost per case to the energy company is £334, not £500 but I’m please we can agree that civility is the way forward 😀

 and Ofgem's statement then in respect of the repayment of credit balances was that 'The review process may take a several weeks as EDF needs to receive and review records from Utility Point.'

Utility Point customers: Your questions on new supplier EDF | Ofgem

Accounts in debt or credit

I’m in credit with Utility Point. Will I get my money back?

"Wait for them to contact you with relevant instructions"

I’ve left Utility Point, but have a credit balance.  Will EDF pay me this money?

 "Wait for them to contact you with relevant instructions"

 as against one small customer owed getting on for £1000 with the temerity to make an Ombudsman referral - Martin Lewis would be be proud of you!   

Begs the question why did you allow such a big credit balance to build up in the first place, how many months winter usage does that represent ????

CRISPIANNE3

I just checked my UP statement and notice now on the front page it now  says £102.72 in credit but the figure in the statement section shows £162.72.  I have been paying £30 a month so it seems to me the payments taken on the 1 Oct and 1 Nov are now separated. I know by speaking to UP yesterday they did advise the account was in the process of being transferred.  

Also the dd had been cancelled when it was set for UP but cannot see any EDF mandate to replace it as yet. It was cancelled either by UP or EDF on the 4 November.