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Zog has gone 😢

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  • Robin9
    Robin9 Posts: 12,796 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Shedman said:
    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.
    If it's symptomatic of their IT systems then yes it does matter.
    Never pay on an estimated bill. Always read and understand your bill
  • brewerdave
    brewerdave Posts: 8,721 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Shedman said:
    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.
    Personally I think the risk is ,that if they reverse it , you can't argue if you didn't know what it was for in the first place !!
  • QrizB
    QrizB Posts: 18,303 Forumite
    10,000 Posts Fourth Anniversary Photogenic Name Dropper
    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.
    If they did, I wouldn't be leaving them in 10 days time! (Switching my gas to Octopus, who already have my electricity.)

    N. Hampshire, he/him. Octopus Intelligent Go elec & Tracker gas / Vodafone BB / iD mobile. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 34 MWh generated, long-term average 2.6 Os.
    Not exactly back from my break, but dipping in and out of the forum.
    Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Best kettle!
  • Robin9
    Robin9 Posts: 12,796 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    edited 20 April 2022 at 9:25AM
    In addition to being an ex Zog I am also ex GNE and the latter is on a Sept 2024 fix.

    I had been hopeful that at long last EDF were getting ZOG customers sorted. CustomerRelations were adamant they hade nothing wrong, refusing my request for a goodwill payment, but I could escalate my concerns.

    So I did -  just kept to the lack of info, confusing credits etc.6 monthly billing

    Tuesday started with a £25 credit 

    Then an email would i like to transfer to Whole Monthly Variable-   OK by me

    You've guessed -  they've transferred my Elec fix !!!!!!!!!!!!!!!!

    Back to CustomerRelations


    PS I am in credit and my DD exceeds the cost

    In May I am now apparently to have two DD of differing amounts (both greater than my existing)  on different days plus a bill




    Never pay on an estimated bill. Always read and understand your bill
  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Still no update on the 'Welcome to customers joining us from Zog Energy' page since 1 March.
    It's almost 20 weeks since EDF were appointed SoLR.  Zog seems to have been well run, final bills were generated promptly and there were only 11,700 Zog customers, so it's hard to understand why EDF still haven't confirmed that all have now been refunded.
    EDF's website crashed on 31 March which meant that March readings were dated as April, resulting in customers being overcharged.  They published a special online form to allow customers to resubmit the readings so that they could be backdated, but my bill still hasn't been corrected.  I chased them over a week ago and they promised a £5 goodwill payment instead, even giving a reference number for this, but it still hasn't materialised.
    Seems the mighty EDF just can't get anything right, can't wait to leave them.
  • jimjames
    jimjames Posts: 18,686 Forumite
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    EDF have taken the wrong DD again and yet again I've had it refunded by the bank. Complaint team have been emailing me so they are looking into it but despite that they hadn't got the DD amended in the 2 weeks since it was taken incorrectly. Now waiting to see if they cancel the DD completely as they've threatened via an online banner message.
    Remember the saying: if it looks too good to be true it almost certainly is.
  • Gerry1 said:
    Still no update on the 'Welcome to customers joining us from Zog Energy' page since 1 March.
    What update are you expecting?

    Personally, I have received my ZOG Credit, had bills to cover the period between 4th and 31st December, and received the promised price rebate.

    Nothing left for them to do.
  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    If it's all done and dusted, I'd have expected EDF's website to have reflected that rather than still saying that they'll get A Round Tuit and that people must still be patient.
    Note that they say 'Check back here for further updates on what's happening.'.
  • Robin9 said:

    PS I am in credit and my DD exceeds the cost

    In May I am now apparently to have two DD of differing amounts (both greater than my existing)  on different days plus a bill
    I submitted my readings for 31st March using the form on the 1st April, no correction ever received. I requested a bill a few days later, no bill arrived, it got stuck and had to be released manually, I requested to go on monthly whole amount DD at this point. EDF estimated my reading for 31st March and overcharged me on some units at the new prices to the 2nd April. I called EDF thinking it might be better than a Human Droid Agent, but no better, they had no idea what the issue was but said they would pass it to an offline billing team and I should expect a new bill and credit within 48 hrs, no bill or credit ever received.

    They then used another fictitious estimate and produced another bill, I assume because I was going on monthly whole amount. I then had two direct debit amounts showing for the two different bills, plus a £48 DD which I subsequently found out is what they will take if you do not provide a meter reading by a certain date. I was asked to provide another reading but no bill was produced for that, although the forthcoming £48 DD amount disappeared.

    A few weeks later, still no credit or amended bill so I phoned the complaints line. The advisor has cancelled the two bills and will rebill me upto 31st March to keep things clean and tidy, plus has wiped a small amount off my account as a goodwill gesture so I am at a zero balance. I asked her to clarify my billing date so I can submit a monthly reading and get an accurate bill and never an estimate.

    I can see a zero balance but await the new bill. I really hope that everything runs smoothly from now on. Time will tell.

    NB
    I asked Eon Next if they would take on my gas supply but they said they aren't taking on new customers right now.

    Can someone advise which companies are taking on customers for gas right now?


  • Gerry1
    Gerry1 Posts: 10,848 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    The Octopus website dissuades new customers but asks you to phone them if you really want to switch, so perhaps that might be an escape route.
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