EDF ex-Zog switch to DD asap

trumpeter_2

If you prefer direct debit and its slightly better price you need to switch from the cash tarrif ASAP.

EDF online chat has just informed me that EDF will NOT backdate customers to the Direct Debit tarrif from 4th December (as their ex-Zog customer FAQ promises). Perhaps they'll change their minds if enough people complain. I should add that EDF chat promised me a £10 credit as a 'goodwill gesture' which is about what I would have saved by backdating my tarrif. So this is not intended to be an anti-EDF post.

I hope this helps someone save a couple of bob!

booshya

trumpeter_2 said:

If you prefer direct debit and its slightly better price you need to switch from the cash tarrif ASAP.

EDF online chat has just informed me that EDF will NOT backdate customers to the Direct Debit tarrif from 4th December (as their ex-Zog customer FAQ promises). Perhaps they'll change their minds if enough people complain. I should add that EDF chat promised me a £10 credit as a 'goodwill gesture' which is about what I would have saved by backdating my tarrif. So this is not intended to be an anti-EDF post.

I hope this helps someone save a couple of bob!

I'm sure any ex-Zog customers here would have read the existing threads on Zog's demise and EDF becoming their SoLR.

They have probably also read the information from EDF.
https://www.edfenergy.com/welcoming-zog-energy-customers

I don't know why EDF felt it appropriate to give you £10 goodwill gesture, but good for you!
Perhaps we should all go on EDF chat and see how many others get a £10 goodwill gesture?

If I were you, I would raise a formal complaint about the poor advice you were provided on EDF chat. That should save you a couple more bob!

spot1034

I would suggest that the person you had this exchange with might not have seen the text of the information sent to customers. 

QrizB

spot1034 said:

I would suggest that the person you had this exchange might not have seen the text of the information sent to customers. 

This seems the most likely answer.

Verdigris

My DD's set up. I wouldn't mind a tenner, though.

Robin9

We just await Edf statement from Dec 4 to 15 which will answer the question

spot1034

I am assuming that they will wait until their deadline of Jan 31st has passed and then assess all accounts where a direct debit has been set up, refunding the difference between rates for any bills charged at non-DD rate for any period since the start of supply. If they don't do this I shall raise the issue with them, but I have no reason to think they won't do it.

trumpeter_2

spot1034 said:

I would suggest that the person you had this exchange with might not have seen the text of the information sent to customers. 

You would be wrong! I copied and pasted the text into the chat. And then the representative kept me waiting (very politely) for ten minutes or so.

trumpeter_2

spot1034 said:

I would suggest that the person you had this exchange might not have seen the text of the information sent to customers. 

This seems the most likely answer.

Likely but incorrect, I'm afraid.

trumpeter_2

spot1034 said:

I have no reason to think they won't do it.

... other than my warning that I just asked their chat to confirm they would do it and their chat said that they would not. Here's the chat transcript:

Archana M: You are already on Budget Direct Debit (Monthly) starting 08/01/2022

Neil : Budget Direct Debit should be backdated to 4 December

Neil : It says this in the EDF FAQ:

Neil : Please set up your Direct Debit on or before 31 January 2022 and you're guaranteed the cheaper rate 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

Neil : Perhaps just confirm this will happen?

Archana M: Bear with me.

Neil : Thank you :-)

Archana M: Sorry for the delay, I will be right back.

Archana M: Thank you for waiting! We could not set up your Direct Debit because we did not had your bank detaisl with us due to security reason hence, the account was set on default Cash/ Cheque (Monthly) from 08.12.2021 Your Budget Direct Debit (Monthly) has been set starting 08.01.2022 My aplogies I will not be able to backdate the unit rates however I will be happy to apply £10.00 on the account as goodwill gesture. Please let me know if that is okay with you.

Neil : That's probably about the amount of money concerned! So yes please, that will be fine. And thank you for the gesture :-)

spot1034

Sorry but I'm not convinced. As you have pointed out in that chat, they state in the information to all ex-Zog customers that the lower rate will be backdated. The rep seemed to think that you were asking for this to be done now and then found it couldn't be done for an individual account, so offered you a similar sum in compensation. I suspect they have permission to award nominal sums for minor problems that have occurred. Well done on getting it, but just because there is no mechanism for a rep to do it on a single account does not mean it will not be done as a bulk exercise, so to speak, on all accounts after the Jan 31st deadline has passed. There's probably a specific programme being written for their systems which the rep wouldn't have had access to.