EDF and not accepting readings for 31/3/22 prior to new price cap

yazzieb

Hi,

Back on 31/3/22 I took photos of meter readings and was unable to submit them online to EDF. I even took screen shots of EDF's website crashing. I have shared this with EDF and they say that they are unable to apply the readings; I have to accept what they estimated, which is considerably less that the meter readings I provided them!

I am waiting for them to provide me with a final letter so that I can take the matter forward with the Ombudsman.

Has anyone else encountered this and how did you resolve the issue?

Gerry1

Yes, this happened to me.  The amount wasn't large but it was a matter of principle.

It obviously happened to a lot of people because they opened up a special web page which was supposed to backdate the reading accordingly, but it had only a very short life which wasn't helpful.  Irritatingly, having used the special page it didn't backdate the reading, I still had to complain to get it fixed.

EDF's customer service and billing were both so dreadful that I dumped them and switched to Octopus, who are far better.

pochase

When did you submit the meter reading?

Was it shortly after the 31st or only recently?

Carrera74

I struggled to upload via the app but managed to use the online form eventually.  I also took screenshots of the errors on the app and the submission page on the online form, just in case.  I repeated my readings via the app a few days later when it had calmed down.  

I have fixed to a new rate a few weeks ago and realised the day after they hadn't asked for a new reading and potentially will be charging me at a higher rate so took a reading and submitted it and followed up on whatsapp chat.  It seems EDF have a bad reputation at customer service. I haven't experienced it but it has made me twitchy hence repeating my actions and screenshotting everything!

Surely if you have evidence that you have taken the readings and there were issues submitting they should accept your reading.  It's a pain you have to complain to get anywhere though

inspectorperez

Is this really the age we are living in now where a supplier is unable to generate a correct bill?

I also experienced difficulties with EDF in respect of 2 properties, but persistence paid off in the end and I was able to submit readings for both.

There is a principle I recall known as "undue enrichment" which is what EDF appear to be guilty of here and I would persevere through all available avenues to receive a correct bill as well as compensation for the inconvenience you are experiencing.

Mobtr

yazzieb said:

Hi,

Back on 31/3/22 I took photos of meter readings and was unable to submit them online to EDF. I even took screen shots of EDF's website crashing. I have shared this with EDF and they say that they are unable to apply the readings; I have to accept what they estimated, which is considerably less that the meter readings I provided them!

I am waiting for them to provide me with a final letter so that I can take the matter forward with the Ombudsman.

Has anyone else encountered this and how did you resolve the issue?

Why don’t you just ring the complaints team? They should be able to update it for you 

yazzieb

Mobtr said:

yazzieb said:

Hi,

Back on 31/3/22 I took photos of meter readings and was unable to submit them online to EDF. I even took screen shots of EDF's website crashing. I have shared this with EDF and they say that they are unable to apply the readings; I have to accept what they estimated, which is considerably less that the meter readings I provided them!

I am waiting for them to provide me with a final letter so that I can take the matter forward with the Ombudsman.

Has anyone else encountered this and how did you resolve the issue?

Why don’t you just ring the complaints team? They should be able to update it for you 

I tried 3 times via phone, once via the online chat and via email as well. It's all fallen on deaf ears. I was told via email that it is not possible. I find this strange, as I am sure that I can calculate it manually! I guess there is no-one smart at EDF who has a basic GCSE in maths...unless they have been told by management not to do so. 

It beggars belief that they would rather waste time, effort and money in repeated complaints rather than doing what is fair.

Many thanks for the others who have responded as it's good to know that I am not the only one experiencing this issue. I have also written to Ofgem asking how they are working with the suppliers to ensure that this does not happen in Oct and every three months after. Doubt I will get a response, but good to have issued the email to show that if customers can think ahead why can't the regulator? 

Mobtr

yazzieb said:

Mobtr said:

yazzieb said:

Hi,

Back on 31/3/22 I took photos of meter readings and was unable to submit them online to EDF. I even took screen shots of EDF's website crashing. I have shared this with EDF and they say that they are unable to apply the readings; I have to accept what they estimated, which is considerably less that the meter readings I provided them!

I am waiting for them to provide me with a final letter so that I can take the matter forward with the Ombudsman.

Has anyone else encountered this and how did you resolve the issue?

Why don’t you just ring the complaints team? They should be able to update it for you 

I tried 3 times via phone, once via the online chat and via email as well. It's all fallen on deaf ears. I was told via email that it is not possible. I find this strange, as I am sure that I can calculate it manually! I guess there is no-one smart at EDF who has a basic GCSE in maths...unless they have been told by management not to do so. 

It beggars belief that they would rather waste time, effort and money in repeated complaints rather than doing what is fair.

Many thanks for the others who have responded as it's good to know that I am not the only one experiencing this issue. I have also written to Ofgem asking how they are working with the suppliers to ensure that this does not happen in Oct and every three months after. Doubt I will get a response, but good to have issued the email to show that if customers can think ahead why can't the regulator? 

Ring 0333 200 5101, get you straight through to complaints, tell them you have contacted the ombudsman & they’ll fix it for you 

Mobtr

yazzieb said:

Hi,

Back on 31/3/22 I took photos of meter readings and was unable to submit them online to EDF. I even took screen shots of EDF's website crashing. I have shared this with EDF and they say that they are unable to apply the readings; I have to accept what they estimated, which is considerably less that the meter readings I provided them!

I am waiting for them to provide me with a final letter so that I can take the matter forward with the Ombudsman.

Has anyone else encountered this and how did you resolve the issue?

Did you ring them & did you get it corrected? 

yazzieb

Hi Mobtr - thanks for sharing the EDF complaints contact number. I have contacted them and a helpful individual by the name of Stephen assisted me to resolve the issue. Once again, thanks for assisting me with the information. I still not sure why a regular operator could not assist.