EDF mistakes at account closure - should I keep calling them, or sit tight and wait it out?

What_time_is_it

Since I switched from EDF last month they have made a few mistakes with my final bill. It's been because of them using an estimated final read for gas rather than the actual read I gave my new supplier. I have called them each time to point out the mistake and they have reissued the final bill 3 times now. The first version of the final bill had a massive overestimate for gas. The second bill had a relatively small overestimate for gas. But the third, and current version of my final bill has no gas on it at all! It basically says that I used no gas with them at all since I joined them and they are trying to refund me for the gas I've (used and) paid for! As a result it shows as a credit due to me of about £400! In reality, I owe them about £300.

Frankly, I'm sick of ringing them. And each time I ring it seems to make the problem worse!

Do I call them again to try and resolve this? Or do I just sit tight now and wait for them to realise their mistake?

[Deleted User]

Hi,

good you've done you own calculations.

If you should get a refund, keep it safe, don't spend it, and allow time for any correction.

What_time_is_it

The annoying thing is that once EDF calculate a new bill, I cannot access any other previous bills in their online account portal thing. Basically, I can only see the current bill and no previous ones! 

molerat

Their bills are in PDF format so download and save each one they produce.

What_time_is_it

molerat said:

Their bills are in PDF format so download and save each one they produce.

But they have cancelled all the old bills and issues a new bill that covers the whole time I was with them from day 1.
I don't think I can access the older pdfs any more.

victor2

What_time_is_it said:

molerat said:

Their bills are in PDF format so download and save each one they produce.

But they have cancelled all the old bills and issues a new bill that covers the whole time I was with them from day 1.
I don't think I can access the older pdfs any more.

Look in your downloads and see if the previous PDFs are there. They might be.

From now on, always download any statements or bills (for anything) you see in your online account(s), so that you keep a local copy and are not reliant upon getting back into your account.

Ultrasonic

What_time_is_it said:

molerat said:

Their bills are in PDF format so download and save each one they produce.

But they have cancelled all the old bills and issues a new bill that covers the whole time I was with them from day 1.
I don't think I can access the older pdfs any more.

You probably can't, but for the future save a copy of the PDF bill each time one is issued. Also save what you have right now.

You could try registering a formal complaint to try to encourage them to get their act together, possibly suggesting a little financial compensation may be appropriate due to the extra hassle/stress they're creating for you. If it were me I'd probably wait till at least October due to energy companies being crazy busy right now implementing the new government support scheme.

[Deleted User]

Remember the supplier has 6 years to amend its Final Bill before any claim for payment becomes statute barred.

What_time_is_it

[Deleted User] said:

Remember the supplier has 6 years to amend its Final Bill before any claim for payment becomes statute barred.

6 years!!
The reason I'm thinking I'll probably just sit tight for a bit now is that if they send me the £400 credit, the onus will then be on them to chase me for their mistake.

MWT

What_time_is_it said:

Frankly, I'm sick of ringing them. And each time I ring it seems to make the problem worse!

Do I call them again to try and resolve this? Or do I just sit tight now and wait for them to realise their mistake?

Annoying as it is, there isn't really any justification for deciding to stop ringing the first time a mistake is in your favour instead of theirs...

You know what you should do, up to you what you actually do...

There is only one correct bill, personally I wouldn't stop until we got there.

What_time_is_it

MWT said:

What_time_is_it said:

Frankly, I'm sick of ringing them. And each time I ring it seems to make the problem worse!

Do I call them again to try and resolve this? Or do I just sit tight now and wait for them to realise their mistake?

Annoying as it is, there isn't really any justification for deciding to stop ringing the first time a mistake is in your favour instead of theirs...

You know what you should do, up to you what you actually do...

There is only one correct bill, personally I wouldn't stop until we got there.

But I have spent hours and hours on this already. And some of the people I've spoken to have been very rude to me too.
Why should I spend any more time on this? I've explained to them carefully and patiently what the situation is. I have given them our final gas meter readings many times now. Our new supplier has the correct readings and it's all working fine with them.
Why on earth should it be on me to fix this now? They have all the information they need.

It's like if a supermarket were insisting on giving me more change than I was due. I'd point it out, explain that it was incorrect. and tell them what the correct amount should be. But, if I did this 2 or 3 times and they were still trying to force a fiver into my hand and taking up my time, I would eventually walk away and leave it with them to sort out.