EDF Applying wrong gas/electricity tariffs

dgc188

Good morning all.....

I'm not sure where I stand with this, but last September (15th) I applied to change my tariff with EDF (previously taken on by EDF from GNE) to the "Total Service 3 Year Fix Sept 24" deal with - and I have a screenshot taken at the time of the tariffs offered - electricity at 19.70p/kWh and gas at 3.920p/kWh (inclusive of VAT), the deal effective 4 Oct 21. This was at 12.38. The sign-up was acknowledged at 12.36.

At 21.25 the same day, I received the contract - which I didn't read at the time, but simply expected it to show what I had signed up for; it turns out that it shows the higher of the rates (as shown below) when I did read it through after receipt of the first bill.

Come that first bill since, I find I have been charged 21.231p/kWh for electricity and 4.5339p/kWh for gas (again including VAT) which is a good bit higher than the figures I was quoted online and for which I signed up for. This represents an overpayment of around £52 on that bill.

I have contacted EDF by phone and was told I would receive a credit and a confirmation to this effect shortly, but three days later I have received nothing in writing.

Where do I stand if EDF do not agree to supply at the rates I signed up for for the whole of the "fix" contract?

Any advice would be most welcome. TIA.

emmajones1976

Silly question, but how are you paying them? Rates differ by payment method.

dgc188

Monthly Direct Debit - the same as I always have done. But (as an existing EDF customer) why quote me a set of figures - against which I ordered the deal on the page - and then charge me something different.

Aylesbury_Duck

Presumably the contract is the definitive document here. Their rates appeared to have changed in the 9 hours between you applying and then getting the contract through. Whatever rates you signed up to on the contract are surely the applicable ones, and you had 14 days in which to change your mind.  No harm in asking them to honour their quote but I suspect they're on solid ground here.

outtatune

I'd not fret about it taking more than 3 days. I expect someone needs to do some manual adjustments. In your shoes I'd give it 2 weeks before chasing them up.

sheramber

3 days is hardly long enough for them to issue anything in writing. It would be sent by second class post so that alone could take a week to deliver.