Zog has gone 😢

Verdigris

*zippy* said:

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

Not really. You'll just get your credit by cheque instead of credited to your account. You never know, EDF might finalise the accounts by then (or pigs might fly)!

Mobtr

Shedman said:

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)

Get back in touch & ask for your complaint to be reopened. Ring the complaints team direct

janusd

*zippy* said:

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

have you checked with So that they would accept the switch ? are you thinking of moving to the So Flex tariff ??

Gerry1

Shedman said:

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).

+1 to that.

EDF can't even get the basics right: customer submits a monthly meter reading, bill calculated and issued.  Other companies can do this within minutes, including some of the smaller ones, so why can't the massive EDF?  Similarly, little Zog produced a final bill very promptly, so months later why hasn't EDF refunded my £271 credit?

Fortunately I'm not financially embarrassed by the overdue refund, but this delay could cause some people big problems.

*zippy*

janusdesign said:

*zippy* said:

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

have you checked with So that they would accept the switch ? are you thinking of moving to the So Flex tariff ??

No I've not checked yet, someone did say to me they'd called them as moving house while currently with them and they weren't very positive on the phone. I'll call them now. Thanks

janusd

i'm sure I asked them months ago and they said No - i'm in the same boat as you, so will be interested to hear how you get on with them.

*zippy*

janusdesign said:

i'm sure I asked them months ago and they said No - i'm in the same boat as you, so will be interested to hear how you get on with them.

They offered me a one or two year fix, can't change to them with a variable x

kev2009

*zippy* said:

janusdesign said:

i'm sure I asked them months ago and they said No - i'm in the same boat as you, so will be interested to hear how you get on with them.

They offered me a one or two year fix, can't change to them with a variable x

Hi @*zippy* what were the rates as I've also got Elec with so energy so considering move gas to them too if I can but wouldn't be dual tariff as Elec is fixed till next year.

Thanks

Kev

*zippy*

kev2009 said:

*zippy* said:

janusdesign said:

i'm sure I asked them months ago and they said No - i'm in the same boat as you, so will be interested to hear how you get on with them.

They offered me a one or two year fix, can't change to them with a variable x

Hi @*zippy* what were the rates as I've also got Elec with so energy so considering move gas to them too if I can but wouldn't be dual tariff as Elec is fixed till next year.

Thanks

Kev

Yes my Electric is fixed as well. She went to discuss it with someone and then said it was high, but they could offer a 1 or 2 year fix, both very similar.
2 year fix was 26.11 a day and 12.8 kWh (£20 early exit fee)

QrizB

*zippy* said:

Yes my Electric is fixed as well. She went to discuss it with someone and then said it was high, but they could offer a 1 or 2 year fix, both very similar.
2 year fix was 26.11 a day and 12.8 kWh (£20 early exit fee)

12.8p/kWh sounds very wrong, are you sure about that?