Zog has gone 😢

QrizB

brewerdave said:

Tried Chat again this a.m to raise the cash vs DD overcharging issue but it's still clogged up - autochatbot can't answer but won't connect to human being !!

When I had a problem last week (my missing bill) I told the chatbot I had a "billing complaint" and it put me through to a human pretty quickly. Have you tried that?

brewerdave

QrizB said:

brewerdave said:

Tried Chat again this a.m to raise the cash vs DD overcharging issue but it's still clogged up - autochatbot can't answer but won't connect to human being !!

When I had a problem last week (my missing bill) I told the chatbot I had a "billing complaint" and it put me through to a human pretty quickly. Have you tried that?

Think that was the route I tried but it gets to a point when it tries to connect to human, says none available ,please use Whatsapp or text ,then defaults back to the start of the auto chat. I suspect they are up to their eyes in queries about the increased DD levels all the customers are being faced with in a couple of weeks time. I'll have another go early next week.

Verdigris

I've just asked Shell if they want to take over my gas account. They aren't officially taking on anyone at the moment but, if they do take mine, at least I'll only have one supplier to deal with when I move. It will also force EDF to sort my account out.

janusd

QrizB said:

When I had a problem last week (my missing bill) I told the chatbot I had a "billing complaint" and it put me through to a human pretty quickly. Have you tried that?

I was skeptical of this, but when I tried it, it worked! of course, there might have been an agent available anyway, but i'll remember this for the future.

good news: i've had a bill from EDF - hurrah, I thought this day would never arrive!

bad news: as others mentioned, it's wrong as it's charging cash rates for pre dec-15 usage.

during a chat with an agent, he said the difference between the two unit rates would amount to £2.05, so offered me a £2 goodwill credit... for the sake of disputing 5p, I accepted it.... of course, it only occurred to me an hour later, that he should have included the standing charge difference too, but that would only have been 62p by my reckoning.

jrawle

janusdesign said:

bad news: as others mentioned, it's wrong as it's charging cash rates for pre dec-15 usage.

during a chat with an agent, he said the difference between the two unit rates would amount to £2.05, so offered me a £2 goodwill credit... for the sake of disputing 5p, I accepted it.... of course, it only occurred to me an hour later, that he should have included the standing charge difference too, but that would only have been 62p by my reckoning.

That makes it even worse, as the fact they have given you a goodwill payment suggests they have no intention of fixing this for everyone in the future as originally promised. While a couple of quid might not seem a lot, if they do this for all 11,000 Zog customers, they are making £20k or more. This is money that is ultimately coming from all UK energy consumers as part of the precept used to fund the SOLR process, yet the money is going into EDF's pocket instead of to ex-Zog customers as it should!

StartledJesus

My argument when someone says ‘well, it’s hardly worth bothering with’ is that the bill issuer obviously thinks it is. Otherwise, they would not either deliberately calculate it incorrectly, or fail to repay it when it is disputed, or if they do, it is grudgingly. 

Moreover, at the moment, we cannot even check that the ‘rogue’ debit is for what we think it is, as they haven’t shown the workings. We can surmise, but we don’t know. 

Robin9

A credit of £8.40 has appeared this morning 

EDF does keep you guessing

QrizB

Robin9 said:

A credit of £8.40 has appeared this morning 

EDF does keep you guessing

A mystery £5-and-pence credit on my account, too.
EDF, the gift that keeps on giving

nrmsmith

£4.60 extra credit added to my gas account this morning which I assume to be the refund for 3 wks overcharged gas at cash rate instead of D/D.

I guess they thought just doing it unbidden was cheaper than having a plague of angry customers descending on their support lines!!

Anyway, apart from not having been charged for gas since 24th Dec(!) I am happy that my gas account is now set up and the transfer complete. Since I have a spreadsheet to track my own consumption I am not too worried about that for now.  In any case the boiler is off now for the foreseeable future.

Robin9

nrmsmith said:

I guess they thought just doing it unbidden was cheaper than having a plague of angry customers descending on their support lines!!

But what is it for ?  This really is a failure of communication exercise isn't it - with the consequences of overloaded chat lines and customer services who must be fed up of changing ground rules - no wonder different operators give different answers. 

One comprehensive email would provide a lot of answers.