EDF false transfer requests - multiple since 01/04 2022

JohnCunningplan

I have received 4 separate emails from EDF stating they are sorry I'm leaving - I have never made any attempt ot change supplier - I'm on the Refresh online Jun22 tarrif. I had three of these notifications on 1/04, 5/04, 12/04 and after lengthy email exchanges with support people I thought it had been sorted and could see that the transfer had been blocked on the EDF site. Now I have another one on 09/05/22 and checking my account I have been transferred and charged an exit fee as well. I managed to speak to an actual person today and they say it will be sorted but I am wondering if anyone else has got into this probme and did they manage to get it sorted out. I have had no communications with any other supplier.
According to EDF the mistake may be because a neighbour who was swithching out put the wrong address in - maybe - but how then did the transfer block which was in place after my discussions with them in April become removed.
Tearing my hair out!
John

Mstty

Sadly this appears to be the norm for EDF.

Keep a paper trail and log of calls and times and anything in writing and be prepared to repeat yourself lots of times.

Make sure you open a complaint with them.

JohnCunningplan

Thanks for that - how do I go about opening a complaint?

JohnCunningplan

OK I have eventually found the complaints email on their site - which for anyone else who may need it is ComplaintResolution@edfenergy.com
J

Mstty

Was just going to post that👍

morhen

I seem to get one a month at the moment.  No idea why I am getting them, as I haven't requested to change!  Each time I get the email I end up on the phone, and told some speel about maybe a mistake due to someone local putting in the wrong address...

JohnCunningplan

Thanks I didn't think I would be the only 1. After the first 3 I got a block put on the transfer after lengthy emaim vonverstaions with EDF. Now a month later I find my leccy has been transfereed to who knows where and my gas is now in transfer in progress status. If you don't already log into your EDF account regularly and check your account status

Swipe

What a complete nightmare. There should really be an extra verification step from your existing provider to prevent this nonsense. Don't you need to put payment details in to complete the switch? In that case isn't your neighbour now paying for it?

[Deleted User]

Erroneous transfers have long been an issue for the industry. I am not sure that EDF is at blame here as all transfers are managed by the gaining supplier. EDF is doing the right thing by sending you 'I am sorry that you are leaving' email. If any transfers have taken place, then contact EDF and ask them to take action under the Erroneous Transfer Code. You will get automatic compensation and you will continue to pay EDF as if you hadn't left.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

pochase

[Deleted User] said:

Erroneous transfers have long been an issue for the industry. I am not sure that EDF is at blame here as all transfers are managed by the gaining supplier. EDF is doing the right thing by sending you 'I am sorry that you are leaving' email. If any transfers have taken place, then contact EDF and ask them to take action under the Erroneous Transfer Code. You will get automatic compensation and you will continue to pay EDF as if you hadn't left.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

From what I read you will only get a compensation if this is not resolved within 20 days.

Problem with the whole scenario is the question how often does that problem really happen? If you put measures into place that will avoid this problem it will make the process of switching suppliers more complicated, for example if you have to send in a copy of your council bill.

So does this happen often enough to justify the inconvenience for users and additional administration for suppliers? 

[Deleted User]

pochase said:

Dolor said:

Erroneous transfers have long been an issue for the industry. I am not sure that EDF is at blame here as all transfers are managed by the gaining supplier. EDF is doing the right thing by sending you 'I am sorry that you are leaving' email. If any transfers have taken place, then contact EDF and ask them to take action under the Erroneous Transfer Code. You will get automatic compensation and you will continue to pay EDF as if you hadn't left.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/youve-been-switched-to-a-new-energy-supplier-without-your-agreement/

From what I read you will only get a compensation if this is not resolved within 20 days.

Problem with the whole scenario is the question how often does that problem really happen? If you put measures into place that will avoid this problem it will make the process of switching suppliers more complicated, for example if you have to send in a copy of your council bill.

So does this happen often enough to justify the inconvenience for users and additional administration for suppliers? 

That is not how I read it:

You'll automatically get £30 in compensation from the new supplier. They should pay this within 10 workings days of the date they agree a mistake was made. They'll either send you a cheque or pay directly into your bank account if they have your bank details.

It clearly is an issue as Ofgem turned what was a voluntary code between a number of suppliers to a Standard Licence Condition. 

I am not advocating the need for any switching procedure changes. It should be a pretty simple process for any supplier to put a block on all future switching events as it would do, for example, if there was a significant unpaid debt.