Zog has gone 😢

Mobtr

Robin9 said:

Mobtr said:

Robin9 said:

Why not -  it's a free country

True, just seems a very antiquated and long winded way of doing things

Having wasted a lot of time and failing miserably with Chat on other issues - a couple of minutes and a postage stamp is better use of my time.  I just want a  resolution of this mess so I can move forward

There is still no online presence for the bill I received earlier this week. As @jrawle (and others) have said "What a mess"

A dedicated email address would have saved a lot of Chat, complaint and billing time. EDF has created a lot of work for itself with it's repeated gaps in info and failure to inform.

It's been about 15 weeks ,and 35 hours week for a team of 2 would have cracked this

So just email the complaints team direct, lot easier 

jazzy

I also received the additional bill for the 4th December - 15th December period, even though I received and paid my final bill due to a house move a few months ago. Strange thing this latest bill stated "This is not a request for payment. You do not need to take any action at this time."

Robin9

EDF has just adjusted my DD - downwards from £60 to £45.  There was no review due till July.  I was just in credit of £40 and anticipating spend post cap of £100+

EDF do continue to entertain.

goatfaced

I haven't been billed for 4-15th yet but zog closed on a higher estimate than EDF started with, so fingers crossed they will charge me for negative 7 units 

General_query

Hi, I am soooo confused.

I was a Zog Energy customer and taken over by EDF Energy in early December. I was £75.93 in credit when leaving Zog.

I am currently paying EDF Energy £21 a month by DD on 18th of each month.

They have finally added my credit to their system.

However like others I too have had a "This is not a request for payment. You do not need to take any action at this time" bill dated 28th Feb for £12.85 for 04 December 2021 - 15 December 2021 (12 days), at different rates.

I've also had a letter saying my bill will increase in April 2022 from £240 a year to £362 a year for my electric with them and to increase my monthly direct debit amount myself.

Below is my latest bill downloaded from their site for 22nd March. Do I ignore this £12.85 charge letter, and I don't know what the £2.38 'price rebate' credit is for?!?!






If anyone thinks this is right, I'll stop worrying (except for the price increase we are all facing )

Thanks.

General_query

And this > 

Gerry1

@General_query I think we've probably all received a silly letter like this.  EDF seem to have a billing system that's seriously outdated at the best of times, and it just can't cope with the complexities of the SoLR process.  Presumably that's why they're moving to the Kraken platform, although not for a while and with luck I'll have switched by then.

They seem to be getting there, but painfully slowly.  At least I have received my Zog credit, so in the fullness of time perhaps they'll honour their promise to refund the overcharging at Cash / Cheque rates.

Best to wait for the next bill or two and see whether it all comes out in the wash.  Who knows, they might even update their 'Welcome to Zog customers' web page...

molerat

It is being discussed several times on here.  The bill, and the bill adjustment shown on that bill, is for the period from 4th to 15th Dec and is included in the earlier bill.  The price rebate is most likely for adjusting the pay on receipt of bill tariff to DD. EDF are making a complete dog's dinner of this but if you can see your account balance, either on the website or the app, it will be correct (ish as I have been over credited for the tariff difference) for the total of energy consumed up to that bill at DD rates and payments made including Zog credit.  And there is no point calling up to discuss it as the call centre staff have less of a clue what is going on than the customers.

[Deleted User]

molerat said:

It is being discussed several times on here.  The bill, and the bill adjustment shown on that bill, is for the period from 4th to 15th Dec and is included in the earlier bill.  The price rebate is most likely for adjusting the pay on receipt of bill tariff to DD. EDF are making a complete dog's dinner of this but if you can see your account balance, either on the website or the app, it will be correct (ish as I have been over credited for the tariff difference) for the total of energy consumed up to that bill at DD rates and payments made including Zog credit.  And there is no point calling up to discuss it as the call centre staff have less of a clue what is going on than the customers.

EDF is a supplier that just keeps on giving. I currently have an ongoing complaint with The EO re EDF’s failed attempts to provide me with a correct Final Bill. When I queried the lack of a charge for the period 4th to the 14th December, I was told by a Complaints Manager that EDF could not charge any customer for this period as it was pre the COSGain Date. When I suggested that someone needed to read the Ofgem SoLR Guidance, they responded with a written statement a couple of days later that the charge had been waived. 

Clearly, internal communication is not good within EDF. The statement that I received from EDF on Saturday for the period 4th to 14th December has now been added to The Energy Ombudsman’s evidence pile. 

Umiamz

[Deleted User] said:

molerat said:

It is being discussed several times on here.  The bill, and the bill adjustment shown on that bill, is for the period from 4th to 15th Dec and is included in the earlier bill.  The price rebate is most likely for adjusting the pay on receipt of bill tariff to DD. EDF are making a complete dog's dinner of this but if you can see your account balance, either on the website or the app, it will be correct (ish as I have been over credited for the tariff difference) for the total of energy consumed up to that bill at DD rates and payments made including Zog credit.  And there is no point calling up to discuss it as the call centre staff have less of a clue what is going on than the customers.

EDF is a supplier that just keeps on giving. I currently have an ongoing complaint with The EO re EDF’s failed attempts to provide me with a correct Final Bill. When I queried the lack of a charge for the period 4th to the 14th December, I was told by a Complaints Manager that EDF could not charge any customer for this period as it was pre the COSGain Date. When I suggested that someone needed to read the Ofgem SoLR Guidance, they responded with a written statement a couple of days later that the charge had been waived. 

Clearly, internal communication is not good within EDF. The statement that I received from EDF on Saturday for the period 4th to 14th December has now been added to The Energy Ombudsman’s evidence pile. 

Having also switched away from EDF, I haven't heard a peep about the period 4th to 14th December. I've also had my Zog credit sent as a cheque. I'm wondering whether I'll ever hear about it now.