Zog has gone 😢

Jaxer

The_Green_Hornet said:

GunJack said:

The_Green_Hornet said:

GunJack said:

...and EDF's poxy billing system shines again....

. random debit has appeared online for £20:86, in grey, but not with a minus sign in front of it, no explaination of what it's for, nothing... I fear I'm going to have to call them

If £20.86 matches the Bill Adjustment amount (plus VAT) on your 15 December 2021 - 31 December 2021 statement then it is the charges for the 04 December 2021 - 15 December 2021 period which you should have already received a paper statement for.

But yes I agree their billing system leaves a lot to be desired.

No, it matches nothing at all on either of the 2 bills I've had from them.... it is spookily close to what they should be charging for 4-15 Dec (my calc without the correct calorific value and VAT-inc) but not laid out on any form of bill anywhere.

This is what I have received.

Paper Bill 04 December - 15 December


Electronic Bill 15 December - 31 December


£17.32 + 5% VAT = £18.19

My bills and payments

The presentation/billing system is is terrible with the randomness of it all, but £17.32 x 1.05 (ie. VAT@5%) comes to the £18.19. If you look a little further down on your bill, you'll see a separate line entry for the VAT on this part of it alone (£0.87). I've about given up on trying to make sense of the random adjustments/entries and including "statement" totals in the bills section rather than having debits/credits shown to get to the running balance.

molerat

I have given up trying to make sense of their billing.  I have the bill in the post for 4 - 15 Dec, the adjustment on the 15th Dec > bill and the "Debit added" all being the same amount.  The only thing I take notice of is my account balance shown in the app which is spot on according to all the various legitimate transactions that have been made on my account - although the random credit applied (which seems to be the cash to DD adjustment) is in my favour by my calculations.

The_Green_Hornet

Jaxer said:

The_Green_Hornet said:

GunJack said:

The_Green_Hornet said:

GunJack said:

...and EDF's poxy billing system shines again....

. random debit has appeared online for £20:86, in grey, but not with a minus sign in front of it, no explaination of what it's for, nothing... I fear I'm going to have to call them

If £20.86 matches the Bill Adjustment amount (plus VAT) on your 15 December 2021 - 31 December 2021 statement then it is the charges for the 04 December 2021 - 15 December 2021 period which you should have already received a paper statement for.

But yes I agree their billing system leaves a lot to be desired.

No, it matches nothing at all on either of the 2 bills I've had from them.... it is spookily close to what they should be charging for 4-15 Dec (my calc without the correct calorific value and VAT-inc) but not laid out on any form of bill anywhere.

This is what I have received.

Paper Bill 04 December - 15 December


Electronic Bill 15 December - 31 December


£17.32 + 5% VAT = £18.19

My bills and payments

The presentation/billing system is is terrible with the randomness of it all, but £17.32 x 1.05 (ie. VAT@5%) comes to the £18.19. If you look a little further down on your bill, you'll see a separate line entry for the VAT on this part of it alone (£0.87). I've about given up on trying to make sense of the random adjustments/entries and including "statement" totals in the bills section rather than having debits/credits shown to get to the running balance.

Yes I know and that is why I included that calculation in my post.

tghe-retford

EDF has taken on my smart meter! Problem is, it was replaced by Zog with a dumb meter back in the summer of last year because of an issue spotted on the last gas service inspection that I'm required to have by the landlord. And I wonder why it says that they can't communicate with it on the smart meter page! And for even more fun, the electric meter that Symbio replaced with a SMETS2 can't communicate with EON Next - it still thinks its charging 11p per kWh (but I know it isn't). Beautiful.

Northern_Wanderer

StartledJesus said:

Do they answer the phone? Queueing time? 

They do answer the phone but it's really like being on chat. You explain the issue, then they disapear for a few minutes ( I think they are on chat to another customer or customers at same time), they come back with some lame excuse of what is going on, then then are off again for a few minutes more. The too-ing and fro-ing goes on for a while. Then they say they will pass the issue on to a back office team. So they can't actually "DO" anything. It's not really a conversation as such, really quite irritating.

In my case, I'm still waiting for the back-office to add my credit for over billing so I'll probably have to contact EDF again.

That's my experience anyway. The best resolution for me was when I called the complaints line. The issue was understood and dealt with immediately by a UK advisor. Sad that we should have to complain to get anything done.

tghe-retford

Northern_Wanderer said:

StartledJesus said:

Do they answer the phone? Queueing time? 

They do answer the phone but it's really like being on chat. You explain the issue, then they disapear for a few minutes ( I think they are on chat to another customer or customers at same time), they come back with some lame excuse of what is going on, then then are off again for a few minutes more. The too-ing and fro-ing goes on for a while. Then they say they will pass the issue on to a back office team. So they can't actually "DO" anything. It's not really a conversation as such, really quite irritating.

In my case, I'm still waiting for the back-office to add my credit for over billing so I'll probably have to contact EDF again.

That's my experience anyway. The best resolution for me was when I called the complaints line. The issue was understood and dealt with immediately by a UK advisor. Sad that we should have to complain to get anything done.

Oh I hope not. Beside the fact that their lines are only open when I am at work, doing both the chat and text option just leads me down a dead end. Is there any way to contact them (preferably by electronic means because it involves meter numbers which will be frustrating to read out over the phone) which won't involve an automated system that can't understand my query and where I can actually get my issue dealt with, please?

Gerry1

tghe-retford said:

Northern_Wanderer said:

StartledJesus said:

Do they answer the phone? Queueing time? 

They do answer the phone but it's really like being on chat. You explain the issue, then they disapear for a few minutes ( I think they are on chat to another customer or customers at same time), they come back with some lame excuse of what is going on, then then are off again for a few minutes more. The too-ing and fro-ing goes on for a while. Then they say they will pass the issue on to a back office team. So they can't actually "DO" anything. It's not really a conversation as such, really quite irritating.

In my case, I'm still waiting for the back-office to add my credit for over billing so I'll probably have to contact EDF again.

That's my experience anyway. The best resolution for me was when I called the complaints line. The issue was understood and dealt with immediately by a UK advisor. Sad that we should have to complain to get anything done.

Is there any way to contact them (preferably by electronic means because it involves meter numbers which will be frustrating to read out over the phone) which won't involve an automated system that can't understand my query and where I can actually get my issue dealt with, please?

https://www.britishgas.co.uk/help-and-support/complaints/gas-and-electricity

StartledJesus

@Gerry1 Do you have a similar complaints address link for EDF? 

Mobtr

StartledJesus said:

@Gerry1 Do you have a similar complaints address link for EDF? 

Go onto their website. It’s under help & support - making a complaint 

Robin9

ComplaintResolution@edfenergy.com

Actually had an email from them this morning !    Bill for Dec 5 -15 still wrong with the cash/cheque rates instead of DD