Zog has gone 😢

Robin9

Has anyone else having difficulty in getting Edf to correct the Dec 5 -15 bill where they have used cash/cheque rates instead of keeping the promise that if you paid by DD then they would rebill ?

brewerdave

Robin9 said:

Has anyone else having difficulty in getting Edf to correct the Dec 5 -15 bill where they have used cash/cheque rates instead of keeping the promise that if you paid by DD then they would rebill ?

Have you not had a mystery credit applied to your account ? I have had a payment of £5.93 with no explanation when I calculated that the cash/chq vs DD correction should be ~ £4 for the period from 5th to 23rd (in my case)

Robin9

I'm exchanging emails with CustomerComplaints daily - they keep quoting what I am paying post April 1st

As I sent to Edf -

The rates on the "This is Not a Request for Payment"  were 4.059p/KWh and 29.31 p/day    and these were included in the bill of March 1st..Total inc VAT £36.77

The DD rates are 3.854 and 24.87

Next step is to request a deadlock letter - all for about £4  

brewerdave

@Robin9 - so if you log in to the web page under "Bills and Payments"  you haven't got a mystery "credit added" around the  19th March ??

Robin9

Aah -  is that what the mystery credit is ?      Hidden on my bill of April 4th  as "Price Rebate"   Why then aren't Complaints tell me that. ?

Edf don't make it easy do they.

brewerdave

Robin9 said:

Aah -  is that what the mystery credit is ?      Hidden on my bill of April 4th  as "Price Rebate"   Why then aren't Complaints tell me that. ?

Edf don't make it easy do they.

When I went on chat the agent didn't know what it was either ! I'm just assuming that it's the credit for the difference ALTHO' I can't see how they have calculated it - I've tried many different fag packet calculations but none of them add up to as much as the credit on the account.

Robin9

From CustomerComplaints this morning

"The rebate applied to your account as the prices changed a day early in error that's why the added the amount of rebate in your favour, "

Gerry1

EDF is still one big  muddle.  I had an unexplained credit of £10.46 added on 19 March so I'll have to go and do the sums when I have a moment.  Probably covers the overcharge but it's inexcusable not to explain it and show the calculation.

As the website was always falling over on 31 March when everyone was submitting readings, my reading ended up being dated 1 April with an estimate applied for 31 March.  I used EDF's special form to get the reading backdated to 31 March but predictably nothing happened.  A complaint by phone on 12 April resulted in a £5 goodwill payment allegedly being applied (they also gave a reference number) which would have covered the overcharge, but equally predictably it still hasn't been applied.

It's amazing how the really big boys (EDF and BG) are so totally incompetent with really basic things, and the errors are seldom in the customer's favour.  I wonder whether they outsourced their IT the same way that many other companies did (think British Airways who now seem to have monthly meltdowns) only to find out out that the savings were mythical but the damage caused by the massive loss of experience and goodwill has actually cost them far more.

Robin9

Gerry1 said:

EDF is still one big  muddle.  I had an unexplained credit of £10.46 added on 19 March so I'll have to go and do the sums when I have a moment.  Probably covers the overcharge but it's inexcusable not to explain it and show the calculation.

Customer Complaints didn't even explain it to me when I queried the difference in rates between cash/cheque and DD. How on earth it's calculated - I don't think Edf know. My credit was £8.40 and the Dec 5-15 was £36.77 - 770 KWh.  By my reckoning 770 x (4.059 - 3.854) =\\£1.58 ; standing charge 11 days x (29.31-24.87) = £0.49  add VAT = ££2.17

CustomerComplaints have refused a goodwill payment but given me the option if I want to escalate. 

Shedman

Does it really matter how they've calculated it if by your calcs they given you too much as it would appear, from my own experience and from most other comments on here, is generally the case.  I know they ought to be able to provide the breakdown and it would be a nice to have but not one of their worst 'crimes' in this whole fiasco.