EDF Meter reads

EssexHebridean

SonOfPearl said:

dogfonos said:

SonOfPearl said:

I provided my readings to EDF on the 1st October using their new online form. But when I checked back a few days later they hadn't registered in my account. So I tried again, and it still didn't work. So today I had an online chat with one of their CS reps and gave them my readings. Hopefully that's sorted now. I'd urge anyone who thinks they have already given their readings online to check again, as the CS rep acknowledged that there is an ongoing "technical issue" regarding submission of meter reads.

Don't count on it.

From my post, 2nd October...

"I even gave my reading to customer services via "Chat" three days ago and was told it would be added to my account (I took a screenshot of the chat transcript). As of today, my EDF online account is still not showing the meter read I gave."

Checking my account, the readings seem to have registered now thank goodness! 

Mine still hasn't. Mind you, they've also still not bothered to respond to a WhatsApp enquiry from 48 hours ago either...remind me again why I want to switch my electric to them?! 

*edit - I have just gone to their new meter readings page to resubmit, and can see that there it DOES show the last billed reading correctly, so perhaps it's just taking some time to update to the app? 

dogfonos

Just checked my EDF online account and found the reading I submitted on 29th Sept 2022 has been accepted, hurrah!

EDF should have explained to customers attempting to submit a meter reading that meter readings may take up to a week to register on their account (although, of course, the delay in registering meter readings wasn't the only issue customers faced). Doing so would have saved time and trouble for EDF and many of it's customers. 'Reaching out' to disgruntled customers on Trustpilot, after the event, comes a poor second.

Hollybadger

Anyone had problems when switching gas account to EDF with Meter Serial Number being transferred from data base?

molerat

molerat said:

They have replied to my complaint.

They have totally ignored the actual complaint and simply raised a bill dated 1st Oct using the read I gave them for the 1st and kept the read for 30th at their lower figure charging me for those extra units at the higher price.  The major problem seems to be that it is a lack of understanding from the overseas CS.

Bill to 1st Oct cnx.  New bill raised to 30 Sep using my provided reading.

EssexHebridean

I've just raised a formal complaint as my account on their website has now had my customer reading removed from it to be replaced with the under-estimate, they have raised me a bill using the under-estimate (which is actually lower than the reading I gave them in August which they have also removed any reference to!) and to add to that they are also - in spite of us having more than enough credit on the account to cover the current bill - they are now trying to take a £45.xx DD from us in a week or so. (We'll still be £10 in credit even after the bill to end September!) We are now DD whole amount monthly, for avoidance of doubt. 

DD now cancelled and we'll see what they have to say about the complaint. 

One bit of advice to other EDF customers - keep screenshots of EVERYTHING for your own records - thankfully I had and so can prove they had the correct readings, and have chosen to ignore and now remove them. 

inspectorperez

EssexHebridean said:

I've just raised a formal complaint as my account on their website has now had my customer reading removed from it to be replaced with the under-estimate, they have raised me a bill using the under-estimate (which is actually lower than the reading I gave them in August which they have also removed any reference to!) and to add to that they are also - in spite of us having more than enough credit on the account to cover the current bill - they are now trying to take a £45.xx DD from us in a week or so. (We'll still be £10 in credit even after the bill to end September!) We are now DD whole amount monthly, for avoidance of doubt. 

DD now cancelled and we'll see what they have to say about the complaint. 

One bit of advice to other EDF customers - keep screenshots of EVERYTHING for your own records - thankfully I had and so can prove they had the correct readings, and have chosen to ignore and now remove them. 

Excellent piece of advice full stop when dealing with internet based service providers. Have used screenshots on a number of occasions as evidence with organisations in denial mode (airlines/pension providers/utility companies/currency exchange providers.......)! So far never had to resort to them with EDF mind, but always a first time for everything having read about your issue.

EssexHebridean

Update. I fired off a formal complaint yesterday - about the issue above, the apathy and poor customer service that lead to them basically not bothering to do anything about the switch I had arranged, and a couple of other things. As if by magic got a reply last night  to a Twitter DM from 4 days ago (funny that) saying the meter read was being corrected, a new (correct) bill was being raised, that they acknowledged that I had cancelled the proposed switch now.  This morning I do indeed have the revised (correct) bill -  although at the moment they are still claiming they are going to try to take the full amount of that bill by DD - so are still ignoring the account credit. By my calculations the £5.56 credit that will be left on our account when they have subtracted the amount for that bill will just - to within a £1 - be enough to clear the bill from 1st - 11th October, so I will sit tight and see what happens. They've been told by two different channels that the DD has been cancelled, and why, so they really have no excuse for still trying to take it - I'm guessing they will though!