Trouble with EDF - getting a refund

SarahHam

I am trying to get a credit refund from EDF, am currently £1500 in credit with them, am paying £275 a month and my current energy costs are approx £100 pcm. I have spent about 3 hours on the phone to them over the last few days -  they stated they had refunded the full credit amount on Saturday - then yesterday I called to check (as didnt show in EDF account) and they said that they had not done that on Saturday.

After that, yesterday they stated they had again refunded the full amount, and it has this morning shown up in EDF account - they have refunded £375 (no idea where that came from). So have been on the phone to them again today to ask for the remaining amount to be refunded, they have said they can now refund a further £789 and that is it, they say they have now done that - am not sure I trust them. Have raised a complaint, is this normal behavior?

pochase

When did you get the last bill from EDF?

They are billing only every 6 months and all payments you make in the meantime are shown as credits. Not saying this is the case with you, but may who think they have huge credit just have not received a bill for quite a while.

Why did you agree to a £275 direct debit if you believe you only use £100. Is the £100 the average over the year or is it just now during warm weather?

SarahHam

Ah the last bill was Saturday 25th June, so is up to date. We were using more energy last year (inflatable hot tub) but that has gone now so consumption has dropped a lot. I wasn't actually aware that you could not agree to their suggested DD amount? (might sound a bit stupid )

pochase

Yes I know the feeling with a hot tub running 24/7, and that explains the huge credit.

The DD might be correct for your old energy use, but as it has changed you can ask them also to review it.

What might make even more sense for you is to change from the your fixed amount direct debit to their variable direct debit (Direct Debit with exact monthly payments).

Instead of paying a fixed amount and receiving a bill every 6 month, you give a meter reading every month, get a bill and they debit your account for what you owe.

1. How Direct Debit with exact monthly payments works | Direct Debit

   What is Direct Debit with exact payments and how does it work? This is one of the ways to pay for your energy. You might also know this payment option as 'Direct Debit whole amount monthly'. You choose to pay by Direct Debit with exact payments and pick an energy plan (tariff). If you give us your meter readings regularly, you'll get a bill each month. The bill will show exactly how much you need to pay for the energy you've used. As you pay by Direct Debit, it will be paid automatically.

As it is a direct debit you still get the discount direct debit rates and you don't have to fight to get your money back.

Only disadvantage is that while your bills in summer will be low, you need to budget for high bills in winter when the cost is higher due to heating. Don't  think that will be an issue for you as you paid twice of what was needed. 

Switching to this should even solve the problem how to get your money back as they will not keep your credit.

SarahHam

That's really helpful - thank you!

Robin9

ComplaintResolution@edfenergy.com

douggoo

I too am having issues with EDF.I recently received my 'annual statement. Thet had been taking £526 a month and am £2800 in credit. My bill for the summer months was under £400. They readily agreed with an immediate £100 reduction in my direct debit which they actioned. They also agreed to refund £2.5k to my bank account. Because it was over £1000 it needed authorisation from a manager and the agent sent a mail to the manager while I was on the phone. After a few days I went on line and asked how long it would take. The 'bot' said three to five days. After 9 days, I phoned to ask where my money is and was told, 'no it's 7-14 working days'. How long does it take for a manager to read an email, check an account and then authorise payment. Answer if you are EDF and there is an unexpected bank holiday, up to 19 days. 

douggoo

douggoo said:

I too am having issues with EDF.I recently received my 'annual statement. Thet had been taking £526 a month and am £2800 in credit. My bill for the summer months was under £400. They readily agreed with an immediate £100 reduction in my direct debit which they actioned. They also agreed to refund £2.5k to my bank account. Because it was over £1000 it needed authorisation from a manager and the agent sent a mail to the manager while I was on the phone. After a few days I went on line and asked how long it would take. The 'bot' said three to five days. After 9 days, I phoned to ask where my money is and was told, 'no it's 7-14 working days'. How long does it take for a manager to read an email, check an account and then authorise payment. Answer if you are EDF and there is an unexpected bank holiday, up to 19 days. 

Following the 14 working days, still nothing heard, so last night I emaied their complaints resolution and received an instant reply; They will get back to me within 15 days. There was an option to speak to them if I wanted it to happen sooner, so today i phoned and spoke to a very sympathetic lady who said she would pursue it on my behalf. A short while later, I received a message saying that she was on to it and it will be resolved by the 18th- a further 14 day delay. Not impressed.

EssexHebridean

In other words, no attempt to refund you have been made prior to today, presumably. 

Mobtr

douggoo said:

douggoo said:

I too am having issues with EDF.I recently received my 'annual statement. Thet had been taking £526 a month and am £2800 in credit. My bill for the summer months was under £400. They readily agreed with an immediate £100 reduction in my direct debit which they actioned. They also agreed to refund £2.5k to my bank account. Because it was over £1000 it needed authorisation from a manager and the agent sent a mail to the manager while I was on the phone. After a few days I went on line and asked how long it would take. The 'bot' said three to five days. After 9 days, I phoned to ask where my money is and was told, 'no it's 7-14 working days'. How long does it take for a manager to read an email, check an account and then authorise payment. Answer if you are EDF and there is an unexpected bank holiday, up to 19 days. 

Following the 14 working days, still nothing heard, so last night I emaied their complaints resolution and received an instant reply; They will get back to me within 15 days. There was an option to speak to them if I wanted it to happen sooner, so today i phoned and spoke to a very sympathetic lady who said she would pursue it on my behalf. A short while later, I received a message saying that she was on to it and it will be resolved by the 18th- a further 14 day delay. Not impressed.

I’ll hazard a guess it will be in your bank account by the end of the week 😉

douggoo

Nothing from them until the response to my complaint today. It will be good if they do get their fingers outbefore te weekend.