Zog has gone 😢

janusdesign

so EDF tried to phone me on BH Monday (no day off for the Complaints department then lol), and followed it up with an email...

"I am very sorry the £8 credit you were promised on 22 March 2022 was not applied to your account. I have logged a complaint on your behalf to record your dissatisfaction, I will be your dedicated case handler and will ensure that your complaint is managed to a full resolution.

We did initially have an issue with our billing system where some incorrect charges were applied to Supplier of Last resort accounts. The affected accounts had automatic price adjustment credits applied to them to cover the difference in what they were charged and what they should have been charged. Your credit adjustments show on page 2 of your latest bill dated 8 April 2022. I appreciate this was not explained to you and would like to offer my sincere apologies for this.

As a gesture of goodwill for the inconvenience which has been caused, I have applied a credit £18 to your account today. This amount has been deducted from your account balance reducing your next payment to £38.36 which is due to be collected on 28 April 2022.

I understand the resolution to your complaint was to have £8 credit applied to your account. As we have taken all necessary actions and achieved this resolution your complaint has now been closed. However if there is anything else you require or feel I may have missed please let me know.

Following the closure of the complaint you will automatically receive a feedback card. I would be grateful if you could complete this with comments of how you feel I have managed and resolved your complaint.

Again, if you feel there is anything I have missed or that your complaint has not been fully resolved please get in touch using the details below, however based on what we have discussed previously I am confident I have provided a resolution to your complaint."

Robin9

Robin9 said:

...........

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


..............

They untangled this the next day and I actually got a "Sorry, my mistake". 

PS Well done Janus

QrizB

QrizB said:

Robin9 said:

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.)

I've now left EDF and am on supply with Octopus.

EDF have promptly generated a final bill for the first three weeks of April, using a reading I gave on my last day with them. This bill has used the old capped SVT rates (4p / 25p) not the new ones (7.5p / 27p). I'm not sure whether this was intentional or a mistake but I'm not complaining

Mobtr

QrizB said:

QrizB said:

Robin9 said:

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.)

I've now left EDF and am on supply with Octopus.

EDF have promptly generated a final bill for the first three weeks of April, using a reading I gave on my last day with them. This bill has used the old capped SVT rates (4p / 25p) not the new ones (7.5p / 27p). I'm not sure whether this was intentional or a mistake but I'm not complaining

If your change was instigated before 01/04 the prices will have been held until the change of supply is completed so will be right 

QrizB

Mobtr said:

QrizB said:

QrizB said:

Robin9 said:

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.)

I've now left EDF and am on supply with Octopus.

EDF have promptly generated a final bill for the first three weeks of April, using a reading I gave on my last day with them. This bill has used the old capped SVT rates (4p / 25p) not the new ones (7.5p / 27p). I'm not sure whether this was intentional or a mistake but I'm not complaining

If your change was instigated before 01/04 the prices will have been held until the change of supply is completed so will be right 

It was the 6th when I first asked Octopus to switch me, almost a week into the new period ...

janusdesign

EDF have seemingly missed taking a direct debit payment, so I hope someone more familiar with the bizarre EDF billing system can explain what I should do...

• i'm on whole monthly DD billing, and should have had a direct debit taken on 28th April (yesterday) for £56.36 (generated by a meter reading on the 4th April).
• on 25th April, I submitted another meter reading (not thinking it would generate a bill yet) - yes, it generated another bill and say that the direct debit would be taken on 12th May... the amount is £49.62 (it includes the above £56.36 bill, plus a £18 credit and a small use of gas since the 4th April meter reading).

so the situation is the 28th April DD wasn't taken and I can see the message below...

chatting to a support agent today, they tell me that my bank have deactivated the direct debit and I need to set it up again.... i've written a secure message to the bank to check, but I don't believe that they will have deactivated it (looks active from online banking and there were sufficient funds in there to handle any DD EDF could throw at me)...

ironically, to create a new DD, I would have to submit another meter reading.... and so the madness continues!

i've got no way of really knowing if EDF even tried to take the DD yesterday, or if these messages are some weird perversion of the EDF billing system not coping with that latest meter reading before the DD date.

for the record, the last DD payment was on the 4th April - so possibly on whole amount monthly billing, EDF can't take another DD in the same month?

I could read that second bill as superseding the first, but I didn't know whether EDF we're going to DD on 28th April and 12th May... it's just the unnecessary confusion of whether EDF didn't attempt to take it; whether they tried & failed, or if it's to be expected because of that second bill.

any ideas?

QrizB

EDF's online platform realy is useless.

As you'll see from previous messages I recently escaped EDF (hooray!) but did get one of those "missed DD" messages in early April. I'm pretty sure it was because they revised my payment within the 10-day DD notice period and so were unable to take it on the planned date.

I ignored the message and the next DD went through as expected without any problems.

FishInGlass

EDF sagas are longer than War and Peace!!

It seems like it is worth checking your account even if your are no longer a customer. I transferred my ex Zog account to Shell with a transfer date of the 20th April. Apart from a meter reading for Shell and a note from EDF saying they are awaiting the reading from Shell for my final bill I have had no info on progress. I logged on to EDF for the first time for a few days just to see if there was any new information available here. I now seem to have a new debit of £18.82 raised on the 27th April which ties in with the 4th to 15th Dec paper bill I received previously. All well and good apart from the fact that this has already been included in a bill from the 6th April, so they are trying to double charge me for this period. Another chat with Customer services beckons.

Update

45 minutes on webchat going round in circles. The op refused to admit that the 4th Dec to 15th paper bill, the lines on my current bill and the additional debit added on the 27th April are all for the same amount so I was being double charged. In fact he said EDF did not take over my account until the 15th Dec. I said if I didn't get a satisfactory resolution I was going to the Energy Ombudsman. Shortly after that the webchat errored out and when I go back I can see previous conversations but today's has mysteriously disappeared.

Northern_Wanderer

So, I changed to monthly billing whole amount on EDF. All seemed ok until.....I submitted my latest reading. Still no bill a full 6 business days after. Sigh. I thought things might have all been good by now after the initial switch issues......

Sterlingtimes

A week ago, I was asked to provide a reading by 24 June, then yesterday I was asked to provide a reading by 3 June. Today, I entered my reading and seconds later I had a message that my credit is £131.xx and that I will receive a bill within two days.

On 10 June, EDF is going to fit a gas smart meter to replace my gas smart meter. I am still not quite sure what they intend to do. Perhaps they will change both the electricity and the gas smart meters.