EDF ex-Zog switch to DD asap

JohnM5206

Received a bill today from 15/12/21 to 06/01/22. The direct debit account started 07/01/22. The consumption up to 06/01/22 was charged at the "Pay on receipt" higher rate, and no balancing reduction was on the bill. I have been assured in an online chat that the bill will be reissued and available shortly. I also had to copy and paste the email I received confirming that the refund would be made since the standard reply started talking about the credit balance with Zog being protected under OFGEM rules - not something I even mentioned. We shall see what appears in the account in near future

Shedman

I chatted to an agent on Tues and raised issue of the refund of difference between DD and non DD rates.  They said my bill would be credited in full and a new bill raised at the correct rates through to 15 Feb and that it would be visible on my account in next 24 hours.   Of course nothing has appeared so I went on chat again today and was told it was still being looked into.  So much for 24 hours.   

I also pointed out that as I am on the variable pay in full DD I should get a bill every month anyway so I shouldn't have to be chasing one ...to which they couldn't provide a sensible answer.  Absolutely shambles.  I'll see what appears after the weekend.

rags58

This is from EDF with weekly updates about Zog customers and the lower rates for direct debits set-up before 31/1/22

edfenergy.com/welcoming-zog-energy-customers 

scroll down and click on..".read more" ....EDF give weekly updates and continually mentions the lower rate direct debit for all zog customers.
"possibly refer chat advisors to the link if you do not have the original email "

Check back here for further updates on what's happening.

The_Green_Hornet

rags58 said:

This is from EDF with weekly updates about Zog customers and the lower rates for direct debits set-up before 31/1/22

edfenergy.com/welcoming-zog-energy-customers 

scroll down and click on..".read more" ....EDF give weekly updates and continually mentions the lower rate direct debit for all zog customers.
"possibly refer chat advisors to the link if you do not have the original email "

Check back here for further updates on what's happening.

It says that "if you set up your Direct Debit with us by 31 January 2022 as per our communications, then we'll calculate the appropriate monies and add this credit to your account".

What it omits to say is when the calculation will be done, or when the credit will be applied, and I very much doubt their customer advisors will know.

rags58

Green horne,...Agreed, but it also states that the lower d/debit charge will apply on all Zog accounts who meet the criteria. I received my 1st EDF bill earlier this week  and was charged at the higher rate. The advisor I spoke to knew nothing about the "special arrangements" for Zog customers who set-up d/d before the 31/1/22. The rep was adamant that without the email/proof she could not reduce the charge and that my bill was correct. It was a very unpleasant experience. I would be very sceptical that EDF have systems in place that identifies all ex Zog customers and award a credit to all who are overcharged at some later date. In my experience the only way to rectify errors or to seek clarification is to either email/chat and hope your query is resolved. 

Shedman

Well I had a call from EDF complaints dept this morning (was a bit dubious at first seeing as its a Saturday).  Seems the chat agent I spoke to yesterday re credit for difference between DD and non DD rates and the generation of a monthly bill (as well as their behaviour in putting the April 1 rates up on My Tariiff as if it were in place now) has put it forward as a complaint.  Anyway upshot seems to be they are giving me a £50 credit, although it wasn't clear if they are going to also refund the original bill and rebill at the DD rates although to be honest its only a couple of quid anyway so can live with that.  Fingers crossed but that'll be a result if it happens.

QrizB

Shedman said:

Well I had a call from EDF complaints dept this morning ... upshot seems to be they are giving me a £50 credit

Thanks for that. I'm due my next bill in a week or so; if there isn't any credit for the time before I set up my DD, I'll try calling CS too!

spot1034

rags58 said:

Green horne,...Agreed, but it also states that the lower d/debit charge will apply on all Zog accounts who meet the criteria. I received my 1st EDF bill earlier this week  and was charged at the higher rate. The advisor I spoke to knew nothing about the "special arrangements" for Zog customers who set-up d/d before the 31/1/22. The rep was adamant that without the email/proof she could not reduce the charge and that my bill was correct. It was a very unpleasant experience. I would be very sceptical that EDF have systems in place that identifies all ex Zog customers and award a credit to all who are overcharged at some later date. In my experience the only way to rectify errors or to seek clarification is to either email/chat and hope your query is resolved. 

I see no reason why they wouldn't have systems in place that allow them to identify ex-Zog customers.

To be fair, they say in the blurb on their 'welcome to Zog customers' page that they're going to do it. I would take this at face value, and whilst I wouldn't expect to wait forever, there is still some way to go in the completion of the transfer from Zog so maybe it's reasonable to allow a little longer. 

[Deleted User]

QrizB said:

Shedman said:

Well I had a call from EDF complaints dept this morning ... upshot seems to be they are giving me a £50 credit

Thanks for that. I'm due my next bill in a week or so; if there isn't any credit for the time before I set up my DD, I'll try calling CS too!

Best of luck with that. I am still struggling with the adjustment that EDF has made to my Final Bill (after 2 attempts). When I do a simple calculation of charges based on the correct tariff rate, I come up with a different figure from EDF. 

rags58

I have only been with EDF a few months. In that time they have billed me the wrong rates, charged me twice for overlapping units, changed my current tariff page to show rates that don't take effect till April.
If EDF cant get the basics right, I think its understandable why I have little faith in them having a system that identifies ex Zog customers and will credit them with any overcharge.