Electric cut off by EDF

POPPYOSCAR

MWT said:

POPPYOSCAR said:

Yes I saw it when I was there.

I will ask her. This is their first house and proving quite stressful for them!

Make sure she does check the IHD so see can see if it is fixed, or at least get some advance warning of impeding doom next time...

No not fixed yet. Apparently going to be some time today now but I bet it is not done.She still has electric by prepayment in the meantime.

What a mess.

When my daughter complained about her lost work for most of the day and her time spent on the phone trying to sort it out they offered her £25. What an insult.

How can it be legal to cut an electrical supply and without any prior notice
for someone who has a direct debit set up and money taken from it.

And how can it take so long to remotely amend a smart meter.

MWT

POPPYOSCAR said:

How can it be legal to cut an electrical supply and without any prior notice
for someone who has a direct debit set up and money taken from it.

And how can it take so long to remotely amend a smart meter.

The 'notice' would have been on the IHD, and turning off supply on a prepay meters when the money runs out is entirely legal, the problem is that it shouldn't still be a pre-pay meter...

Focus right now on getting that fixed, then once it is all as it should be raise a complaint with a reasonable request for compensation and take that to the Ombudsman if you need to...

POPPYOSCAR

I doubt they even look at the smart meter they were told it had all been sorted out the day after they moved in direct debit was set up and payment has been taken. That was a month ago. How could the electric run for that
Amount of time without being topped up ?

Yes they have said they want to complain but customer service said they will put in the complaint when the problem is sorted out. 

I think the attitude of customer service has also upset them no apology no attempt to get them electric as an emergency just saying there was nothing they could do other than send a form to the technical department and it would take several hours. It was only when they rang back later in the day arguing with them that they said they would send payment to the meter and even that was not done within the hour as they said it would be.

Anyway we will wait to see what happens today.

EssexHebridean

I wonder whether the first month's DD was allocated against the Prepayment account as a short term fix while things were sorted out - this would explain it having run for a while. 

However, it's also worth saying that it might be in their own interests to take a little more interest in what the smart meter has to say! 

POPPYOSCAR

Then they should have been told that was what would happen.

They are young he works 12 hour shifts including nights and she works full time from home and has two part time jobs three evenings and all day saturday. It is their first home and have been spending every moment stripping wallpaper and decorating as an elderly person used to live there.

They took the electric company at their word when told it had all been sorted out. Smart meters are also something I know little about as we do not have one and also no experience of prepayment.

But yes they will have learned from this experience that a lot of companies cannot be relied upon to operate as they should.

wild666

I would look up the CEO of the company and email him/her detailing what has gone on. Just type in CEO email addresses then search for EDF.

POPPYOSCAR

They keep telling her everyday that it will be done and it does not happen.

At least edf are topping up the meter but this is ridiculous.

Daughter has suggested they replace the meter as they do not seem to be able to change it remotely even though they did for the gas!

Oneye12

"I would look up the CEO of the company and email him/her detailing what has gone on. Just type in CEO email addresses then search for EDF."

the chief executive of EDF Energy, Simone Rossi, can be contacted on SRossi@edfenergy.com

I would follow the official complaints procedures for EDF, then copy Rossi in on it..