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

poppellerant

Regardless of whatever progress they claim, I still haven't had a single email from either Utility Point or EDF.

Detail_Merchant

poppellerant said:

Regardless of whatever progress they claim, I still haven't had a single email from either Utility Point or EDF.

That must be annoying. Were you getting monthly "Meter read reminder" and "Your Utility Point Statement" emails from Utility Point prior to 18th September?
Fairly obvious, but just in case, I assume you've checked your spam folder?

I've received 4 emails in total since 18th September, 1 from UP and 3 from EDF:

• 2021-09-21 EDF <no-replyemail@edfenergy.com> "Utility Point has stopped trading — what happens next"
• 2021-09-23 Utility Point <marketing@utilitypoint.co.uk> "Important customer update"
• 2021-10-21 EDF <no-replyemail@edfenergy.com> "We're here for you <Firstname> <Lastname>"
• 2021-11-12 EDF <no-replyemail@edfenergy.com> "You’re in safe hands <Firstname> <Lastname>"
  

I don't think I've progressed very far as none of the EDF emails have had any kind of account number, and the last one said "we've started to set up Utility Point customers on our system. Please bear with us as this will take a number of weeks."

But it seems strange that you haven't received similar, not even the "in administration" directly from UP.
Not sure if phoning them will achieve much, but there are details for both UP and EDF on https://www.edfenergy.com/content/welcoming-utility-point-customers

• Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. The team are ready to take your calls from 21 October. You can call them on 0345 557 7878, Monday to Friday, between 9.00am and 6.30pm. 

• If you can't find the information you need on this FAQ page, text us on 07481 341 928 or WhatsApp us on 07480 802 942. Or you can call us on 0333 009 7120 (our lines are open Monday to Friday, between 9am and 5pm).

Good luck.

Dave_save

Understandably there's quite a lot of guessing going on about EDF's billing intentions. To date I haven't received anything from EDF re the future billing and who will present them. It would have been quite easy to do so.

EssexHebridean

Dave_save said:

Understandably there's quite a lot of guessing going on about EDF's billing intentions. To date I haven't received anything from EDF re the future billing and who will present them. It would have been quite easy to do so.

I’m not too sure what more you’re expecting on this? The process is that we get set up with accounts with EDF, they will then take over the billing once the account is in place. In the meantime the continued DD’s mean people shouldn’t be running into deficit, and the credit building - currently theoretically with UP but will transfer to EDF - will set off against the longer than usual period without a bill between UP going pop and EDF getting everyone set up. 

Doc_N

EssexHebridean said:

Dave_save said:

Understandably there's quite a lot of guessing going on about EDF's billing intentions. To date I haven't received anything from EDF re the future billing and who will present them. It would have been quite easy to do so.

I’m not too sure what more you’re expecting on this? The process is that we get set up with accounts with EDF, they will then take over the billing once the account is in place. In the meantime the continued DD’s mean people shouldn’t be running into deficit, and the credit building - currently theoretically with UP but will transfer to EDF - will set off against the longer than usual period without a bill between UP going pop and EDF getting everyone set up. 

We know all this - the key issue though is the fact that it's now two months since EDF took over from Utility Point, and very large numbers of people are still waiting for credits to be repaid. Sometimes large sums.  This has been badly handled by EDF, whatever you might think.

QrizB

Doc_N said:

EssexHebridean said:

I’m not too sure what more you’re expecting on this? The process is that we get set up with accounts with EDF, they will then take over the billing once the account is in place. In the meantime the continued DD’s mean people shouldn’t be running into deficit, and the credit building - currently theoretically with UP but will transfer to EDF - will set off against the longer than usual period without a bill between UP going pop and EDF getting everyone set up. 

We know all this - the key issue though is the fact that it's now two months since EDF took over from Utility Point, and very large numbers of people are still waiting for credits to be repaid. Sometimes large sums.  This has been badly handled by EDF, whatever you might think.

Is there another SoLR that has done a significantly better job? I see similar complaints in threads here about Shell, Octopus, E.ON Next and BG, so do you think they're all inept or is it possible that it's more complicated than you think?

CRISPIANNE3

Just in the last few hours received my Welcome letter. Signed up for online access. Shows dd details in place. Also states switch in progress and takes 4 weeks. So everything moving in the right direction. 

Doc_N

QrizB said:

Doc_N said:

EssexHebridean said:

I’m not too sure what more you’re expecting on this? The process is that we get set up with accounts with EDF, they will then take over the billing once the account is in place. In the meantime the continued DD’s mean people shouldn’t be running into deficit, and the credit building - currently theoretically with UP but will transfer to EDF - will set off against the longer than usual period without a bill between UP going pop and EDF getting everyone set up. 

We know all this - the key issue though is the fact that it's now two months since EDF took over from Utility Point, and very large numbers of people are still waiting for credits to be repaid. Sometimes large sums.  This has been badly handled by EDF, whatever you might think.

Is there another SoLR that has done a significantly better job? I see similar complaints in threads here about Shell, Octopus, E.ON Next and BG, so do you think they're all inept or is it possible that it's more complicated than you think?

It's no more complicated than any other migration of customers. Everything depends on the resource put into it.  Enough resource - job done in a reasonable time.  Not enough - delays.  It really is that simple.  And if EDF think they can get away with it, then like any other company they will.  That's what consumer pressure (and MSE for that matter) is all about.

QrizB

Doc_N said:

It's no more complicated than any other migration of customers.

Other than the fact that the previous supplier has gone bust, that business is in the hands of administrators, and the new supplier (not the old one) is responsible for closing out the old supplier's accounts and dealing with any credit balances ...

Curiousgirl1

Doc_N said:

It's no more complicated than any other migration of customers. Everything depends on the resource put into it.  Enough resource - job done in a reasonable time.  Not enough - delays.  It really is that simple.  And if EDF think they can get away with it, then like any other company they will.  That's what consumer pressure (and MSE for that matter) is all about.

So where do they get all this extra resource from? Do they take more people on who would need to be trained which would take weeks & then once it’s all done finish them again? Or do they use existing staff who would also need to be trained on SoLR processes & reduce the resources in other departments which will have an impact on existing EDF customers just do you don’t have to wait for your credit?