Zog has gone 😢

Curiousgirl1

Gerry1 said:

smashinglynaive said:

Got a bill today after setting up the DD and have been charged at the cash rates.  No idea if/when they're going to backdate it as they claimed they would?

I had the same problem.  Spent a whole hour on Chat to an agent who was either totally untrained or was being deliberately unhelpful  Started by not even reading the clear complaint I'd submitted to the automated Chat bot (or perhaps he couldn't see it) and then told me that I was with British Gas.  That's true, but only for electricity: why on earth didn't he check the EDF database rather than the national database?

He then posted all sorts of irrelevant boilerplate, such as explaining that DD was cheaper than cash (yup, I know, that's why I'm complaining) and then telling me that I was on DD Monthly Whole Payment (yup, I know, that's what I specified but not what I'm getting).  All desperately slow and would have been much easier by email or phone (but it takes forever to reach a real person).

Eventually he updated the account.  Almost immediately the balance changed, but the new bill was not available for three days.  When it was available it only showed the DD rates taking effect from after the Chat, the cash rates still apply from the start date to the Chat date.

The 'EDF Welcomes Zog' page does say that if you register for DD by 31 January 22 that they will backdate the DD rates to the  start of the contract, so perhaps I'll just have to wait until the end of January.

EDF are a hopelessly incompetent company.  Can't wait to leave them, but I'm probably stuck with them until things settle down.

They will only be able to give you the direct debit tariff price from the date the direct debit is set up. You’ll probably get a credit for the difference later. Sounds like you spoke to the off shore team, don’t think they’re the best. English not first language so tend to work from a script. Long gone are the days when EDF prided themselves on everything done in the UK. 

Fairzo

In my experience (GNE to EDF) Twitter Direct Message is the best way of making contact.

Sterlingtimes

Sterlingtimes said:

I will pay £89 per month which is probably a little low. I cannot reverse calculate how my debit balance is £64.10. I am not sure whether it is based on meter readings or upon an apportionment of the monthly direct debit amount.

My bill today is based upon my readings on 15th December and 28th December. Will EDF backdate later to 4th December or is this the settled position?

Poundwize

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

Fairzo

Poundwize said:

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

I went through similar transferring from Green Network Energy. However, because I'd been "asking nicely" to set up a DD it was agreed that the DD rates would be backdated to the date of transfer. See if you can get something similar, I found Twitter DM was the quickest and most efficient way of making contact with someone sensible.

QrizB

Poundwize said:

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

How does any of that follow? Per:

https://www.edfenergy.com/welcoming-zog-energy-customers

Please set up your Direct Debit on or before 31 January 2022 and you're guaranteed the cheaper rate that Direct Debit customers benefit from. If you set up your Direct Debit before 31 January 2022, we'll assess your account and credit you back any monies owed.

Poundwize

Fairzo said:

Poundwize said:

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

I went through similar transferring from Green Network Energy. However, because I'd been "asking nicely" to set up a DD it was agreed that the DD rates would be backdated to the date of transfer. See if you can get something similar, I found Twitter DM was the quickest and most efficient way of making contact with someone sensible.

That’s I’ll try Twitter as the conversation I had was with someone in the Philippines I think. She did try to set it up but said the system wouldn’t allow it at the end. 

[Deleted User]

Zog managed to extract a smart meter reading on the day of the transfer; validate the reading and pass it on to my old supplier the same day. The Final Bill arrived a day later.

EDF wrote to me to tell me that no switch reading would be required; the transfer went through on the 15th, but My Account states that the switch is still in progress as I FAILED to provide an opening reading. After a protracted exchange of texts, EDF has now admitted that it has a smart meter reading but setting up My Account is delayed by industry procedures. I have suggested that they need to delete 'industry' and insert 'internal'. 

Umiamz

Poundwize said:

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

Why on earth would it be illegal? You have until the end of January to set up a DD and the difference between the DD tariff and cash/cheque tariff will be backdated as they've already clearly stated.

Robin9

Poundwize said:

Tried to setup a direct debit today but was told not possible as account is still transferring. Of course it’s in their best interests to delay it for as long as possible, can’t believe this is legal. 

It may well be in your best interest to delay setting up the DD for as long as possible - the money is in your bank earning interest.