GNE to EDF - meter reading dispute (Help Please)

Curiousgirl1

If you can’t see where it’s been cancelled, compare your balance on your December bill to your final bill, that should give an indication the changes have been cancelled. 

MWT

Also check the previous bill bill to make sure they did actually use your meter readings for the charges.

It should be clear that the closing reading on that bill is the same as the opening reading on the final invoice...

If not then there should be a difference in the balance as suggested above.

Fairzo

Thanks to @Curiousgirl1 and @MWT . I may have been particularly dim here, and I generally pride myself on being on the ball with these things. Below is screenshot of front page of closing statement. There is reference to "Offset Bill" of £494.57. This was the total charge on the December bill so I assume what's happened is that the December charges have been credited back and the charges recalculated from the previous bill in September. 

I'd been so focused on the readings being the product of a random number generator that I'd completely overlooked that 🙄.

Still think that not getting the dispute to a conclusion is unacceptable.

QrizB

Fairzo said:

Thanks to @Curiousgirl1 and @MWT . I may have been particularly dim here, and I generally pride myself on being on the ball with these things. Below is screenshot of front page of closing statement. There is reference to "Offset Bill" of £494.57. This was the total charge on the December bill so I assume what's happened is that the December charges have been credited back and the charges recalculated from the previous bill in September.

So the good news is that you've been credited back for the unbilled units.

The bad news, of course, is that you now need to pay for them to EDF. Have you submitted some recent actual meter readings to them. so that their current bill is based on reality?

Still think that not getting the dispute to a conclusion is unacceptable.

Unfortunately there's nothing to be done about that now.

Fairzo

@QrizB
I've submitted meter readings at every opportunity but unfortunately EDF want them infrequently and only bill every six months on a Budget DD account. I don't particularly want to change to monthly DD (pay actual bill) as we're a high winter usage household (NSH).

I've now had the bill through for energy use from last March and that's incorrect for the tariff rates used from March to August so the hassle continues.

I'm still inclined to pursue the unresolved readings dispute via a complaint as someone somewhere has messed up. If I hadn't have asked EDF what was happening then goodness knows how long it would have gone on.

Curiousgirl1

What’s the problem with the tariff on your bill. Thought EDF were keeping the GNE prices until 30 Sept? 

You could raise a complaint but probably the best you’ll get is an apology. Like I said earlier, charged it before transferring to EDF  systems or after doesn’t make any difference to what you need to pay, prices should be the same. 

Fairzo

Curiousgirl1 said:

What’s the problem with the tariff on your bill. Thought EDF were keeping the GNE prices until 30 Sept? 

You could raise a complaint but probably the best you’ll get is an apology. Like I said earlier, charged it before transferring to EDF  systems or after doesn’t make any difference to what you need to pay, prices should be the same. 

There was a problem with setting up the direct debit. It wasn't transferred and I couldn't get it done online, apparently because of the ongoing readings dispute. I was assured (Twitter DM message) that all charges would be at the direct debit rate but the bill that I've received has charges for March to August at what I assume is cash / cheque rate. Anyway, higher than DD.

I finally got a direct debit set up in mid-August when I signed up to a new fix (the fixed rates commenced at the end of the GNE rates) so charges from mid-August to end September are ok.

MWT

Fairzo said:

I'm still inclined to pursue the unresolved readings dispute via a complaint as someone somewhere has messed up. If I hadn't have asked EDF what was happening then goodness knows how long it would have gone on.

As far as this part goes, the most you might get is a token gesture of say £30 from EDF for a customer service failure.

Generally speaking though, the Ombudsman will not consider complaints involving failed suppliers as they can only deal with those still operating under an energy supply licence.

Fairzo

MWT said:

Fairzo said:

I'm still inclined to pursue the unresolved readings dispute via a complaint as someone somewhere has messed up. If I hadn't have asked EDF what was happening then goodness knows how long it would have gone on.

As far as this part goes, the most you might get is a token gesture of say £30 from EDF for a customer service failure.

Generally speaking though, the Ombudsman will not consider complaints involving failed suppliers as they can only deal with those still operating under an energy supply licence.

I'm happy with a token gesture. Having received a letter from EDF in April saying the readings were disputed and I didn't need to do anything and also subsequent messages saying the dispute was unresolved, followed by tumbleweed, I'm not going to let it drop without kicking up a bit of a fuss. 

Curiousgirl1

Fairzo said:

Curiousgirl1 said:

What’s the problem with the tariff on your bill. Thought EDF were keeping the GNE prices until 30 Sept? 

You could raise a complaint but probably the best you’ll get is an apology. Like I said earlier, charged it before transferring to EDF  systems or after doesn’t make any difference to what you need to pay, prices should be the same. 

There was a problem with setting up the direct debit. It wasn't transferred and I couldn't get it done online, apparently because of the ongoing readings dispute. I was assured (Twitter DM message) that all charges would be at the direct debit rate but the bill that I've received has charges for March to August at what I assume is cash / cheque rate. Anyway, higher than DD.

I finally got a direct debit set up in mid-August when I signed up to a new fix (the fixed rates commenced at the end of the GNE rates) so charges from mid-August to end September are ok.

Is there no credit adjustment for the difference in your prices on the bill? They wouldn’t be able to charge you the d/d prices if you didn’t have a d/d set up so will show as the higher tariff rate on your bill until the d/d was in place. 

What they can do is a credit adjustment for the difference. If there’s nothing showing on the bill ring the complaints team direct & they should be able to sort it out for you. Could also mention the the dispute saga and should get £30 or so by way of an apology