Energy suppliers in admin. Credit balances

homestraight

Hi all

My partner has a buy to let which he rents out with bills included. 
He switched from utility point in Aug 21 to pfp energy. 
Both have since entered administration. 
He had a significant credit balance with both. 
British Gas have just refunded the credit due from pfp.

He's had no contact from EDF about UP.
Having chased this up,  edf say its nothing to do with them as he moved to pfp and then BG and he should chase them up. 

That doesn't seem right but he will make some calls tomorrow. 

I was curious so thought that I'd ask the MSE hive mind.

My view is surely the responsibility for U.P. credit balance sits with EDF? Would it really even pass to pfp and BG?
EDF say they dont have responsibility as he wasn't a UP customer from when EDF 'took over' via Ofgem.
I get that but who is responsible for the remaining credit he is owed? 

Thanks guys

QrizB

EDF Customer Services have quite a poor reputation on this forum and now you know why. EDF are responsible for UP credit balances and EDF's own website says, in its most recent update dated 1st April:

Good news - we have now created accounts for all customers that did not join EDF who are owed a credit balance as shown on their final closing account statement from Utility Point. We are currently issuing these credit refunds via cheques in the post, this will take some time - please bear with us - there's nothing you need to do.

I would take that last sentence - "there's nothing you need to do" - with a pinch of salt, but at the same time finding an EDF CS rep who understands the SoLR process is a pot luck process.
A written (email or postal) contact is more likely to get a useful response than telephone or webchat is.

homestraight

QrizB said:

EDF Customer Services have quite a poor reputation on this forum and now you know why. EDF are responsible for UP credit balances and EDF's own website says, in its most recent update dated 1st April:

Good news - we have now created accounts for all customers that did not join EDF who are owed a credit balance as shown on their final closing account statement from Utility Point. We are currently issuing these credit refunds via cheques in the post, this will take some time - please bear with us - there's nothing you need to do.

I would take that last sentence - "there's nothing you need to do" - with a pinch of salt, but at the same time finding an EDF CS rep who understands the SoLR process is a pot luck process.
A written (email or postal) contact is more likely to get a useful response than telephone or webchat is.

Thank you very much! That's really helpful. 
We even quoted that to the CS rep and were still told its not EDF!

They were quite rude and abrupt. I was surprised but perhaps I shouldn't be from what you say. 

We'll get something in writing to them. 

Thanks again

homestraight

Thought I'd provide an update in case it's useful to others. 
Have spoken with EDF, Ofgem and British Gas. 

Turns out that they all agree that it IS British Gas who are responsible for the credit balance which should pass via PfP to BG.
That's at odds to what's written online in some sources but I'm glad they all agree. 

The credit balance hasn't yet passed through but I've been asked to wait a few more months by BG. They have flagged my account to follow it up too.

I'll give credit to EDF Customer service that they were correct but their approach and manner left a lot to be desired. Especially in contrast to BG who were very pleasant and showed a 'can do' helpful approach. 

Thanks
Hs

MWT

homestraight said:

Thought I'd provide an update in case it's useful to others. 
Have spoken with EDF, Ofgem and British Gas. 

Turns out that they all agree that it IS British Gas who are responsible for the credit balance which should pass via PfP to BG.
That's at odds to what's written online in some sources but I'm glad they all agree. 

Good luck with that then as I'd still say they are wrong as there is no circumstance under a normal switch which would have resulted in Utility Point transferring a customer balance to PfP, it would only ever have been returned to the customer, so there is nothing to be passed via PfP to BG...

homestraight

MWT said:

homestraight said:

Thought I'd provide an update in case it's useful to others. 
Have spoken with EDF, Ofgem and British Gas. 

Turns out that they all agree that it IS British Gas who are responsible for the credit balance which should pass via PfP to BG.
That's at odds to what's written online in some sources but I'm glad they all agree. 

Good luck with that then as I'd still say they are wrong as there is no circumstance under a normal switch which would have resulted in Utility Point transferring a customer balance to PfP, it would only ever have been returned to the customer, so there is nothing to be passed via PfP to BG...

Agree. This was exactly the logic we used but it was the BG rep who convinced us there could be something in it. 
Will see what develops...

homestraight

Hi all

Here's a final update. 
We emailed edf back in April/May.
After numerous requests for more info/proof by them, despite having sent the same repeatedly,  the told me a refund should be forthcoming. 
We chased every few weeks and then got a reply saying there was no account or refund. 
They then didn't reply at all. 

We lodged a formal complaint but that didn't even get acknowledged. 
After chasing that we got a phone call from complaint resolution who told us they could see the refund sitting against a new account in the correct name since April but it hadn't been sent. 
They've now sent a cheque which we have  banked.

Now resolved. Hope its useful to someone else 

Thanks
Hs

ariarnia

thanks for the coming back to update. glad to hear it was a positive result (with some persistance)