Utility Point refund... still waiting

Mobtr

They are open from 8am

pochase

Problem is that you changed suppliers before EDF created an account for you, and it seems they have not received a final bill from UP.

If you also have no final bill from UP, how do you know how much your credit is? 

Without information from UP it will be hard for EDF to do anything, they cannot just refund you on your word that you are owed £467, when you cannot even show them a final bill that reflects this.

EDF will need to contact the administrators to get the final statement for your UP account. Hopefully contacting their resolver team will trigger the necessary steps.

macgyver

Thanks.
I have screen shots of Utility Point account showing my balance.
Just off the phone after speaking to them. Have lodged the complaint. She could not find my account. Has requested me to forward all emails from EDF which I have received for them to see if they can fish out some references and the screenshots from UP account. 

michaels

Almost seems like your switch was from UP to your new supplier and EDF, despite being the SOLR and getting your details, never set up an account for you.  As mentioned above, I thought until EDF had formally set up an account for us on their system and the UP balance transferred (which took months) we were effectively blocked from switching.

It is tricky now, EDF are the SOLR so should compensate you for the UP balance but if they never had you as a customer then it is not surprising their system never credited you the UP balance.  Presumably they are SOLR if you were with UP on the date they failed and had not yet started the switch but perhaps you fall into the same boat as people who were in the process of switching when their supplier failed - perhaps a google on this topic might give useful results?

Issue mentioned her:
Why you should NEVER switch immediately if your energy supplier goes bust - and the exact time you should | The Sun

Spies

I switched to Octopus during the SoLR process and still got my cheque a long while ago now, so I wouldn't say that's the reason.

DrHoss

My situation exactly matches that of the OP, and I've had the same responses from EDF representatives ie they know nothing, pass it on with a 10 day lead time for a response, but no response forthcoming. Very disappointing

pochase

Spies said:

I switched to Octopus during the SoLR process and still got my cheque a long while ago now, so I wouldn't say that's the reason.

Octopus is a bit special. They even refunded Avro customers who were in the process to join Avro, had paid Avro, but were not yet an Avro customer.

Ofgem decided this group is not protected by the SOLR process, and they will not reimburse Octopus for credit paid to thos ecustomers.

Octopus still decided to pay them, even so they will not get their money back.

macgyver

DrHoss said:

My situation exactly matches that of the OP, and I've had the same responses from EDF representatives ie they know nothing, pass it on with a 10 day lead time for a response, but no response forthcoming. Very disappointing

Call the number mentioned earlier in the thread and lodge a complaint. I have been promised the refund.... still waiting

macgyver

Update.
I have been getting updates to my complaint with them just extending the date. I got a mail as well which gave me an to go to umbudsman as my complaint is not resolved. 
Got another email today from EDF.

 

Complaint reference number 62xxxxx

Hi xxxxxx

I am checking your account regularly, but the final bill from Utility Point is still to be generated.

I received an update from the billing team who look after the transferred accounts, and they have advised on 24/10/2022 that they have the meter readings, and that a final bill will be issued as soon as it is complete.

I apologise again for the delay, and for any frustration caused.

I have moved the complaint fix date to 16/12/2022, and will continue to check for any progress.

Kind Regards

Xxxx
Complaint Resolution Team

I am not sure. Whether to wait another month or escalate to umbudsman.

EssexHebridean

I’d escalate personally. Otherwise I can see this just shifting a month at a time and ever actually getting resolved.