EDF still no final bill from utility point .

Curiousgirl1

MattMattMattUK said:

smileguy said:

Am I the only person having problems with EDF?.I’ve called then many times but they don’t seem to want to give me my final bill and credit.Last I was told by the end of January  should get my final bill. Considering utility point went under last September seems a long wait, @Ofgem needs to sort these companies out .was expecting a EDF representative to call me today but no one phoned shocking customer service.Has anyone got their accounts credited by EDF yet ?.

You are not having a problem with EDF, you are having a problem with Utility Point. The administrators of Utility Point are the ones responsible for generating the final bill, then confirming and balances with EDF who will then add them to people's accounts. It takes many months to unravel the final bills, especially with the high numbers of energy suppliers going into administration. There is nothing for Ofgem to "sort out" it has been made clear this process will take many months. Why would someone from EDF call you and why is it shocking that they are not calling you about something which is nothing to do with them until they are given the data from Utility Point's administrators, via Ofgem?

Don’t you be coming in here with your sensible posts. Do you not realise everything is EDF’s fault, those that jumped ship before transferring but were told not to, EDF’s fault, those that cancelled their d/d but were told not to & are now being charged cash cheque prices, EDF’s fault, those that haven’t had a final bill from the administrators or had credit refunded/transferred, EDF’s fault. Obviously UP & their administrators have been a paragon of virtue throughout this whole process & are completely blameless. 

smileguy

Hi MattMattMattuk.  

I’ve rang EDF a few times and have been told it will be sorted the end of January. The other day I rang and was told it should be sorted and the @EDF representative would call me back with information of my final bill but no call🤷‍♂️. How is that the fault of utility point the fact that a EDF representative couldn’t have the decency to do as they told me 🤷‍♂️.Every time I post on @martinSlewis website a forum person seems to defend poor customer service from  the companies, what’s that all about?. 🤷‍♂️.

bagand96

smileguy said:

Hi MattMattMattuk.  

I’ve rang EDF a few times and have been told it will be sorted the end of January. The other day I rang and was told it should be sorted and the @EDF representative would call me back with information of my final bill but no call🤷‍♂️. How is that the fault of utility point the fact that a EDF representative couldn’t have the decency to do as they told me 🤷‍♂️.Every time I post on @martinSlewis website a forum person seems to defend poor customer service from  the companies, what’s that all about?. 🤷‍♂️.

Nobody is defending EDF.  But EDF have no control in when UP will produce your final bill or pass credit information over.  No amount of complaining to EDF will change that.  They have to wait for UP who are under control of the administrators.

smileguy

Sorry but you do defend them all the time  what’s that all about?. A representative from @EDF said they would ring me the following day and they didn’t, so you are telling me that’s not the fault of  @EDF  but utility points fault ?.EDF have not informed me about the delays I’ve had to call them poor customer service in my opinion.

Gerry1

EDF are hopeless even with things that are 100% within their own control.  I was with Zog and sent EDF my DD details promptly, but like everyone else they put me on a more expensive Cash & Cheque tariff.  Eventually they changed me to the DD tariff but they still haven't refunded the overcharge.

Similarly, they can't even generate a bill promptly from a customer reading.  On 28 January they told me "We now have your meter reading(s) - your bill is usually ready within 24 hours, but it can take up to 5 working days.".  Surprise, surprise, I still haven't received a bill.

Zog and their administrators produced their final bill promptly, but EDF still haven't refunded me.  Based on EDf's incompetence described above, I'm not giving them the benefit of the doubt.  Zog were infinitely better, everything just worked like clockwork.

bagand96

Not sure if it will help there's probably no new information but this is the latest update on the EDF site:

“Update 26 January 2022

Great news! Over 200,000 customers are now in receipt of their final closing account statements and we're working hard to get any credit balances to you.

Please note EDF will not receive copies of your previous Utility Point bills, so if you'd like a copy, please log into your Utility Point account and download copies for your records.

• If you’ve received your final closing account statement and EDF is your supplier, then the balance on your statement will be transferred over to your EDF account. Please don’t worry if you do not see this on your EDF account yet, we’re working hard to get all accounts updated but this may take a few weeks.

• If you left to join another supplier (either before or after 18th September 2021) and have received your final closing account statement, any monies owed will be refunded to you via cheque. This will take some time, so please bear with us - there is nothing you need to do.
   

Final closing account statements continue to be issued by Utility Point in Administration each day, so if you've not received yours yet please do not worry. You'll receive your statement either by email (where you'll be directed to download a copy of your final closing account statement on Utility Point's online portal) or via post. We're working hard to get the remaining statements issued, please bear with us as this may take some time.

Utility Point in Administration’s phone lines are now open so you can speak to them about your Utility Point account. You can call them on 0345 557 7878, Monday to Friday, between 9.00 am and 5.30 pm”

smileguy

That’s incorrect information as the utility point website is closed now . EDF needs to update their website statements.

Detail_Merchant

smileguy said:

That’s incorrect information as the utility point website is closed now . EDF needs to update their website statements.

https://portal.utilitypoint.co.uk/Account/Login is still working

t0rt0ise

Curiousgirl1 said:

MattMattMattUK said:

smileguy said:

Am I the only person having problems with EDF?.I’ve called then many times but they don’t seem to want to give me my final bill and credit.Last I was told by the end of January  should get my final bill. Considering utility point went under last September seems a long wait, @Ofgem needs to sort these companies out .was expecting a EDF representative to call me today but no one phoned shocking customer service.Has anyone got their accounts credited by EDF yet ?.

You are not having a problem with EDF, you are having a problem with Utility Point. The administrators of Utility Point are the ones responsible for generating the final bill, then confirming and balances with EDF who will then add them to people's accounts. It takes many months to unravel the final bills, especially with the high numbers of energy suppliers going into administration. There is nothing for Ofgem to "sort out" it has been made clear this process will take many months. Why would someone from EDF call you and why is it shocking that they are not calling you about something which is nothing to do with them until they are given the data from Utility Point's administrators, via Ofgem?

Don’t you be coming in here with your sensible posts. Do you not realise everything is EDF’s fault, those that jumped ship before transferring but were told not to, EDF’s fault, those that cancelled their d/d but were told not to & are now being charged cash cheque prices, EDF’s fault, those that haven’t had a final bill from the administrators or had credit refunded/transferred, EDF’s fault. Obviously UP & their administrators have been a paragon of virtue throughout this whole process & are completely blameless. 

Most of what you say is correct except that Ofgem themselves said it was fine to cancel the DD. They should have said that it's fine but you may be charged more by the SoLR. Besides that if the customer is promised a call back, they should get one whether they have anything extra to say or not.

t0rt0ise

smileguy said:

That’s incorrect information as the utility point website is closed now . EDF needs to update their website statements.

The website is back up now. My final bill has appeared. They have estimated readings which was unnecessary but it's in my favour, owing extra to UP and less at EDFs higher rate, so it's fine for me. Owed £120 so that'll be welcome.