EDF still no final bill from utility point .

Curiousgirl1

t0rt0ise said:

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.

So that’s still not EDF’s fault, it’s Ofgems. However not getting the call back is their fault and I believe happens quite often 

smileguy

When I try to log into utility point website I get the website is now closed 🤷‍♂️

EssexHebridean

smileguy said:

When I try to log into utility point website I get the website is now closed 🤷‍♂️

The link to the portal has been posted into the thread a couple of times - try back a page or two. It worked for me yesterday. 

Thrugelmir

Curiousgirl1 said:

t0rt0ise said:

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.

So that’s still not EDF’s fault, it’s Ofgems. However not getting the call back is their fault and I believe happens quite often 

Would you prefer that staff spent their time productively or non productively?  There are only so many hours in a working day.  The hours I wasted when my phone would ring and the person on the other end would say have you read the email I've just sent you. In the end I started to simply say "No".  People soon got the message. 

Curiousgirl1

Thrugelmir said:

Curiousgirl1 said:

t0rt0ise said:

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.

So that’s still not EDF’s fault, it’s Ofgems. However not getting the call back is their fault and I believe happens quite often 

Would you prefer that staff spent their time productively or non productively?  There are only so many hours in a working day.  The hours I wasted when my phone would ring and the person on the other end would say have you read the email I've just sent you. In the end I started to simply say "No".  People soon got the message. 

Sorry, I’m not sure what you’re getting at 

smileguy

Hi Thrugelmir do you work for EDF then ?If I’m told I’m getting a call back from EDF I expect to get one . If the customer service carries on like this I will just take my business elsewhere.The problem is staff are working from home since COVID and customer service standards have dropped in my opinion.

Curiousgirl1

smileguy said:

Hi Thrugelmir do you work for EDF then ?If I’m told I’m getting a call back from EDF I expect to get one . If the customer service carries on like this I will just take my business elsewhere.The problem is staff are working from home since COVID and customer service standards have dropped in my opinion.

They also have call centres abroad with advisors who tell you what you want to hear then do nothing 

Thrugelmir

smileguy said:

Hi Thrugelmir do you work for EDF then ?If I’m told I’m getting a call back from EDF I expect to get one . If the customer service carries on like this I will just take my business elsewhere.The problem is staff are working from home since COVID and customer service standards have dropped in my opinion.

Hi @smileguy . Perhaps the problem is cultural. No reason that people employed by EDF are any different to any other organisation. When everybody is complaining. Who is actually working?  

Doc_N

Not the fault of the call centre staff, wherever they're based - entirely the fault of EDF for being such a totally !!!!!! company that it can't effectively manage and empower its staff. 

Even the Executive Team utterly fail to take effective action.  This is a company to add to your lists of 'never ever again'.

Curiousgirl1

Doc_N said:

Not the fault of the call centre staff, wherever they're based - entirely the fault of EDF for being such a totally !!!!!! company that it can't effectively manage and empower its staff. 

Even the Executive Team utterly fail to take effective action.  This is a company to add to your lists of 'never ever again'.

Well we all know your feelings about EDF because they didn’t prioritise you for your refund above all other ex UP customers however reading other threads about SoLR companies, Octopus, Eon, BG, I don’t think they’re any different to anyone else.