Zog has gone 😢

polarcubhugz

janusdesign said:

polarcubhugz said:

I too was frustrated at not having an account balance (on website). I have also had no bills.
I have now found it - under tariff details.
Why under tariff details, rather than payments and bills - who the hell knows!

for me, the balance shows on both the homepage and the payment & bills page... though i'm theoretically on a whole amount direct debit, and I think the site is different depending on which DD setting you're on.

anyway, it's now 5 working days after my meter reading... and err nothing... no first bill generated, no support agents available and no Zog credit (though from other posts, it sounds like that might be imminent) - i'd really like to see a generated bill this month before the April changes... i'll try them again tomorrow.

I'm on Budget DD. The only place I could find my account balance was under tariff details.

Must admit, I think the billing policy of EDF of only every 6 months is awful, and I can understand why some people get into arrears. I'm thankful that I keep a spreadsheet and have accurate knowledge of how much energy I have used.

It's been since the 4th of March I've had a message under 'bills and payments' to say '... final bill will be ready in 24 hours but it can take up to 5 working days...'
I make it 8 working days so far, but I've been here with EDF before as I was also a GNE customer who was transferred to EDF.

newsagent

Just checked my balance and have got my £180 odd owing from Zog today. 

nrmsmith

I’ve had my Zog credit applied to my gas account and it matches the final bill/statement from Zog.  

However the total of this credit plus the 3 x DD taken by EDF since Jan22 doesn’t match the total credit balance of my account as shown in the iPhone EDF app - it is short by £45 odd.  Now this matches about what I expect for the Dec5th - Dec14th period.  So I assume (and hope ) that that bill will appear on the account shortly?  Certainly not showing yet.

molerat

nrmsmith said:

I’ve had my Zog credit applied to my gas account and it matches the final bill/statement from Zog.  

However the total of this credit plus the 3 x DD taken by EDF since Jan22 doesn’t match the total credit balance of my account as shown in the iPhone EDF app - it is short by £45 odd.  Now this matches about what I expect for the Dec5th - Dec14th period.  So I assume (and hope ) that that bill will appear on the account shortly?  Certainly not showing yet.

I suspect your idea of "shortly" and EDF's may vary by a considerable number of days / weeks

Robin9

No idea what EDF are playing at -  in addition to my regular DD of £60  there is a second now showing on Bills and Payments of £36.77 a few days before. Perhaps it's the Dec 5 -14 bit or just a random amount.

Spoke to Chat -  "  Thank you for your time. There was a credit balance of £83.23, then a credit balance was also transferred to us £61.20 which added the credit as £144.43 after the latest bill got generated today which was £178.46 the last credit £144.43 has been adjust and remaining £34.03 to pay"

But why is the DD £36.77 not £34.03 ?

Chat - try a refresh.  

Still £36.77

Try a new tab

Still £36.77

No sign of a bill on Bills and Statements

jobdone1

Finally mine is all done without the bill for 04th to 15th December I can't confirm units are correct however it seems accurate. I'm now £40.99p in credit with billing up to march. I must say EDF love sending out letters demanding money I had three. I held firm 💪💪

jrawle

Same story here as for many people. My Zog credit has been added today, exactly the amount from my final bill. However, yesterday there was a mysterious debit or around £19. Whereas the credit is itemised under "past activity", there is no explanation for the debit.

From my own calculation, the additional debit is the missing period (units + standing charge) between my final Zog bill and the first EDF bill, charged at the EDF cash rate. However, EDF have so far not bothered to explain this, and somehow I don't see them honouring their promise to refund the difference between the cash and DD rates.

Gerry1

Same here, there's an credit that exactly matches my Zog credit, but no explanation.

If their billing system is so clunky that it can't provide such info, you might reasonably expect an email or update on the 'Welcome Zog Customers' web page, but Customer Service and EDF seem to be mutually exclusive.

Wonder whether they'll take my Variable DD at the end of the month?

molerat

Just had an e-mail that my bill is ready to view.  Go to my account and it shows bill from 15 Dec to 2 Jan, click on "download bill" and get an error message.  Figures on account don't make any sense whatsoever.  The app shows a bill amount of +£158.78, yes a positive amount !  The web page shows a bill of -£158.78 and states "Your bill shows that you are £158,78 in credit"

edit: bill available on app so e-mailed to myself to digest, it makes a Symbio bill look straightforward, a few credit and debit entries and 2 different tariff rates.

edit: bill is for 15 Dec to 2 Jan but has included Feb and Mar DD payments and Zog refund, certainly going to strain my grey cells

edit: the £40.07 that had disappeared from my balance has turned up as a £38.16 (=£40.07 inc VAT) bill adjustment on this with no explanation

Adviceuk3

My credit has finally appeared only took them 12 weeks to do. Mine was a hefty 500 quid and I wanted to ensure I got it back along with the monthly payments I have been making. Just questioning to myself now should I force them to do a bill so I know where I am with things. Six monthly bills is bad but the main thing is I've got my credit at long last.