Zog has gone 😢

Foxy16

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Shedman

Foxy16 said:

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Indeed we have...£50 in my case.

Foxy16

Shedman said:

Foxy16 said:

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Indeed we have...£50 in my case.

How did you get that, as I have not been offered anything.

movingon

Foxy16 said:

Shedman said:

Foxy16 said:

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Indeed we have...£50 in my case.

How did you get that, as I have not been offered anything.

I can't even get anyone to listen to me, never mind compensation. I eventually got on chat to ask several questions and the advisor took an hour to repeat back to me, after long pauses, exactly what I had already told him. I got no-where. I have sent several emails and all they do is repeat the same information to me as if I am an idiot ( You were SoLR from Zog; you pay by DD; there is a price rise in April)  I have been even told  that this extra random payment we are all experiencing is due to the April price rises and incorrect billing from Zog !!!!!!!!!!!!!!!!) 

My account is a mess. The service is rubbish. They send emails, but do not respond when I reply. I tried a conversation with them. They dont seem to understand or be able to see what I can see on My Account screen. There does not seem to be a proper complaint procedure. 

So i would love to know what steps did you take to resolve your complaint, regardless of the compo offered?

Northern_Wanderer

movingon said:

I can't even get anyone to listen to me, never mind compensation. I eventually got on chat to ask several questions and the advisor took an hour to repeat back to me, after long pauses, exactly what I had already told him. I got no-where. I have sent several emails and all they do is repeat the same information to me as if I am an idiot ( You were SoLR from Zog; you pay by DD; there is a price rise in April)  I have been even told  that this extra random payment we are all experiencing is due to the April price rises and incorrect billing from Zog !!!!!!!!!!!!!!!!) 

My account is a mess. The service is rubbish. They send emails, but do not respond when I reply. I tried a conversation with them. They dont seem to understand or be able to see what I can see on My Account screen. There does not seem to be a proper complaint procedure. 

So i would love to know what steps did you take to resolve your complaint, regardless of the compo offered?

I was told three different reasons to my query, all of which were absolute tosh, this is why I call the chat agents "Human Droid Agents" I spent 50 minutes on chat and got less amused by the minute waiting long for each reply, each answer worse than the last for the same issue, it was like pulling teeth. I asked for a manger, none available, said I wanted to make a complaint, I could either email or call and they gave me the contact details. I called a UK person and who was very apologetic and dealt with my issue in 5 minutes. She was also going to have the transcript reviewed and followed up on as these agents from India or wherever are utterly useless IMO. I will PM you the phone number.

Shedman

Foxy16 said:

Shedman said:

Foxy16 said:

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Indeed we have...£50 in my case.

How did you get that, as I have not been offered anything.

Went on chat, raised issues about

1) the tariff showing at the wrong rate with no indication of when it was effective from,
2) that they hadn't credited back the difference between DD and no DD rate
3) that they hadn't raised monthly bills despite being on variable DD

Wasn't expecting any compo as just wanted the issues sorted but straightaway they said they would raise it as a complaint, then offered me £50 and asked if I was happy for complaint to be closed (which I was).  This was a few weeks ago and they have clearly credited the DD rate difference for most if not all and corrected the tariff info to show it being effective from April 1 so I suspect they won't dish out compo so readily now.

movingon

Shedman said:

Foxy16 said:

Shedman said:

Foxy16 said:

Several posters on this thread have received a compensation credit, when they have complained to EDF about billing problems.

Indeed we have...£50 in my case.

How did you get that, as I have not been offered anything.

Went on chat, raised issues about

1) the tariff showing at the wrong rate with no indication of when it was effective from,
2) that they hadn't credited back the difference between DD and no DD rate
3) that they hadn't raised monthly bills despite being on variable DD

Wasn't expecting any compo as just wanted the issues sorted but straightaway they said they would raise it as a complaint, then offered me £50 and asked if I was happy for complaint to be closed (which I was).  This was a few weeks ago and they have clearly credited the DD rate difference for most if not all and corrected the tariff info to show it being effective from April 1 so I suspect they won't dish out compo so readily now.

Blimey, a Chat person who actually dealt with your issues effectively:
A Rare and Wonderful thing

brewerdave

Just received a bill for the initial period of 4th to 15th December in the post charged at the cash/cheque rates - equals the "bill adjustment" on the first bill. Now just need a bit of paper showing how they calculated the 2nd "bill adjustment".
EDIT - Think they have overcharged for the number of days standing charge - looking at both bills ,I appear to have been charged for 22 days from 4th to 24th rather than 21 days.

Robin9

Paper Bill date 1st March for that Dec 4 -15 period.

No sign of it on My Bills and Payments

FishInGlass

Slowly making sense of everything despite the lack of information from EDF.

My account was credited with £58.24 on the 16th March which was the correct amount in credit on the Zog account as of the 4th Dec.

On the 19th March I get another random credit of £2.85.

Today I get a paper bill for the 4th to the 15th December charged at cash/cheque (so duplicating the 15th as I already have one from this date to the 3rd Feb after requesting one on webchat). This information has yet to appear on my online account.

My estimate is the difference owed for the days charged a cash/cheque rate is £2.47 plus a standing charge for the extra day of 31p. Only 7p out  from the mysterious credit

I also complained in February about not being charged the direct debit rate when billed then and received a £2 credit.

Hopefully this is the end of the matter.

Ideally I would like to move this account somewhere else but Shell who have my SOLRd Pure Planet account refuse to take me at present.