Zog has gone 😢

Mobtr

janusdesign said:

Mobtr said:

Just go into the change tariff bit on your app, it should tell you what’s available there. 

I uninstalled it - will never need to use it and I don't like keeping unnecessary crap installed on the mobile.

besides i'm not interested in changing tariff, I just want to know what i'm being charged on my current tariff.

Well you just want to know the prices, click on budget direct debit & try that. The prices are same as dd whole amount 

QrizB

janusdesign said:

... I just want to know what i'm being charged on my current tariff.

The current capped rates are at the "October 21" link in my signature.

Shedman

Mobtr said:

Shedman said:

QrizB said:

Shedman said:

QrizB said:

superbigal said:

I have not had a final bill/statement from Zog and now their login is dead.
Not had any bill or statement from EDF yet either.
Is this the norm ?

* Although my February bill was allegedly generated on the 27th but isn't visible on my account yet!

Its comforting to see they continue to not to surprise and actually for once meet the timings in their own statements  "your bill is usually ready within 24 hours, but it can take up to 5 working days" 😅

I won't hold my breath waiting for mine allegedly generated on March 1st then.

Still no sign of my bill from Feb 27th. I chased with CS on Monday who said it would be generated within 24h (spoiler: it wasn't) and again todaty. Today's CS agent said they'd generate a new bill dated today. I'm not sure how they'll do that as they didn't ask for a meter reading and I don't know if that will replace the one from the 27th or whether it will just cover the last 11 days ...

EDF continues to plumb new depths. If there was anywehere to move to (and if they'd sorted out my Zog credit) I'd move.

I went on chat yesterday to ask where my bill was that was supposedly generated on 1 March and to also complain that on variable whole monthly DD they should, according to their own Help section, raise a bill monthly.   I got some bullsh*t about it not being an exact 30 day or monthly cycle and that there was some band covering about 3 weeks within which each bill would be produced and that my next one would be on 17th March. 

I said that wasn't in accordance with what EDF say themselves and that I wanted it raised as a complaint, so they did so but when they sent me the reference and summary they had also closed it saying they'd explained it...wonderful aren't they. Debating whether to raise a complaint about their complaint closure and them having not addressed the issue.  

Anyway I requested another bill and it was generated yesterday and detail available today (up to 9 March) and amazingly its right.  Still nothing for 5-14 Dec yet though.

So what did you want as a resolution to your complaint?

Simply for someone higher up than a CS chat agent to confirm that going forward they would raise bills in a timely manner in accordance with their DD FAQs, i.e. monthly as per below, rather than the customer to have to keep chasing for a bill as I have had to do for the only bills I have had so far and in addition get a proper explanation as to why they state a bill has been generated (evidenced by the account balance having changed) and then not actually producing it (and its clearly not just a one off as QrisB has had a similar indication and no bill produced).  

In other words do what they say they will do.  And not just close off a complaint without discussion.  Not much to ask surely.

Extract from FAQ 

What is Direct Debit with exact payments and how does it work?

1. You choose to pay by Direct Debit with exact payments and pick an energy plan (tariff).
2. If you give us your meter readings regularly, you'll get a bill each month. The bill will show exactly how much you need to pay for the energy you've used.

(Of course I suppose it is feasible that "get a bill each month" could be interpreted as an extreme example say a bill being produced on 1st of month 1 and then 31st of month 2 and so they are producing a bill each month but I doubt that is the intent and if it is they should make it clear in the FAQ)

Robin9

Mobtr said:

Robin9 said:

Mobtr said:

TonySimon said:

All I know is PfP energy closed in September.  The Credit has only just been credited by British Gas.  Neon Reef closed November.  I am still waiting on this credit.  Zog closed in December and I am still waiting.  Therefore I can't see what EDF is doing wrong particularly, given my experience so far.

They’re doing nothing wrong. People just like to moan because they think they should be prioritised above all others & think failed energy companies pass on millions in credits that they just sit on to earn interest. 

They may not be doing anything wrong but they do seem to dragging their heels.  What can be so difficult in absorbing 11,700 customers in 3 months ?  They probably handle that number of new and old customers every day. 

But that’s just Zog, they have also taken over other companies customers as well. Why should Zog customers take priority? SoLR transfers are a lot more complicated than just a standard change of supplier. 

I know they don't have just Zog to contend with ; I was also SoLR'd to them after GNE went under. Although that was slow it did happen and we knew the timetable and it happened. 

EDF's communication is poor with differing info on the App and Web - odd notices appearing but no info as to why eg the April 1st tariffs all of which just generate questions.  Like most others I have a bill to early Jan (exc Dec5-14) but no idea when I might get another.  My Zog credit is small but there are others on this forum who are '00s in credit.

Most of us have been transferred having got used to monthly statements only to find EDF's archaic 6 monthly. That was always bad for some people who were blindly paying a "all you can eat" DD -  now they will get some very big bills.  All for the want of EDF tweaking their billing software to monthly.

For a firm with 5 million customers I naively expected better.

[Deleted User]

Robin9 said:

 All for the want of EDF tweaking their billing software to monthly.

EDF has recently entered into an agreement with Octopus Energy to use its billing platform which was produced by its subsidiary Kraken Technologies.

janusdesign

Mobtr said:

Well you just want to know the prices, click on budget direct debit & try that. The prices are same as dd whole amount 

perhaps you missed it where I said that every payment option and method was giving the same result as shown on the screenshot.

QrizB said:

janusdesign said:

... I just want to know what i'm being charged on my current tariff.

The current capped rates are at the "October 21" link in my signature.

many thanks for the link - those numbers look familiar and are what I remember the tariff being before the ridiculous decision to show April pricing in February.

molerat

I was with EDF a few years back and their billing was excellent, submit a reading at no less than 28 days from last and your account balance changed instantly with a bill popping up a day or so later just like EonNext does now.  How have they managed to go backwards to the 90s with the advances in computer technology ?

janusdesign

[Deleted User] said:

EDF has recently entered into an agreement with Octopus Energy to use its billing platform which was produced by its subsidiary Kraken Technologies.

... but the migration doesn't begin until 2023 - so not an immediate solution for those of us who would liked to be billed at some point before then!

Foxy16

Spent 45mins on the phone to EDF's CS yesterday, trying to sort out problems with my account and being overcharged after transfer from Zog, billing is so confusing, so far bill received for 15th Dec. to 3rd Jan, being taken by DD 15th March, 2 days later bill for 4th Jan to 1st Feb, being taken by DD 17th March that one includes the amount from the previous bill, so what I have to watch is that they don't take payment twice, could not get CS to understand this. Explained about the overpayment due to cash/cheque, as no option to set up DD at first, he could not understand this, but he credited my account for the amount overpaid, and as a gesture of goodwill, to thank me for my time and patience, he upped this to the nearest £, a whopping 0.11p!!!

So anyone who have got larger amounts you were lucky.  No sign of Feb. bill yet, not happy at all.

*zippy*

If I move from EDF next month does it complicate or delay me getting my zog credit back please? I have £250 to come back, electric is with So Energy so would rather have both with them. Thank you x