EDF Energy Payment

Robin9

folacks said:

EDF are simply all over the shop. My EDF account was credited with the 66£ on the 5th of october..I got my bill on the 6th of October and expected the 66£ to be deducted from the bill amount as I pay by whole amount DD. The bill was not.

I called them up. and after asking over and over again I was told that the 66£ wasn't deducted from my bill because it would be returned to my bank account after the DD came out? The DD came out on Monday and of course nothing has been credited to my bank account.

Just tried speaking to a customer service agent and suffice to say he was confused.

Will call again on Monday. Just want consistency!

Be patient  -  EDF say allow 4/5 working days after the DD has been credited to your EDF account.

Edit to add:  What does your online EDF a/c say ?

Mine had my usual DD on Oct 3;  credit/refund dated Oct 5. In my bank Oct 12

ariarnia

folacks said:

MattMattMattUK said:

folacks said:

EDF are simply all over the shop. My EDF account was credited with the 66£ on the 5th of october..I got my bill on the 6th of October and expected the 66£ to be deducted from the bill amount as I pay by whole amount DD. The bill was not.

I called them up. and after asking over and over again I was told that the 66£ wasn't deducted from my bill because it would be returned to my bank account after the DD came out? The DD came out on Monday and of course nothing has been credited to my bank account.

Just tried speaking to a customer service agent and suffice to say he was confused.

Will call again on Monday. Just want consistency!

It takes a while, it is not immediate. 

You seem to be wasting a huge amount of time calling EDF rather than just letting things run their course. Repeatedly phoning them will not change anything, phoning them again on Monday will not change anything. You can either tie yourself in knots and keep phoning them and they will process the £66 when they are ready, or you can leave them to it and they will process the £66 when they are ready.

You'll find that I'm calling to get clarity because they are not following their own policy as set out by them.

The service agent clearly gave me the wrong information when she said the DD would be paid into my bank account. 

Also think wanting to get clarity before the next month's "credit" is added is hardl wasting a huge amount of time.

Mistakes are made and usually those mistakes slide by because of people's inertia or the belief that the company will sort out its own mistake.

i agree that calling again isnt going to help and might even make things take longer depending on if everyone who is still waiting decides to do the same. this is all very new. energy companies have been asked to introduce new processes that there systems arent designed for and that probably involve a lot of checking and double checking before things actually clear. and its not like this is only a small number of accounts. everyone's account will need something doing to it. i wouldn't even be surprised if because most people pay by monthly dd they've  sorted that first and other payment methods might be taking a little longer to process. 

but whatever reason means the customer service people you are calling are doing there best working from a script thats likely changed a few tims over the last month. they can only tell you the latest they've been told and that might or might not be up to date. the information of how theyre handling it is on there website. when it happens is probably a bit of a guessing game as theres obviously some delays. but the person on the phone wont be able to do anything other than log that youve called (which they will have done with your earlier calls) so it wont actually do anything other than waste your time and rase your blood pressure. 

i dont think we are saying to do nothing but to wait until things have settled. this is still only the first payment. if you wait maybe 10 days after the second payment is due (which isnt really all that long now) then the worst kinks should be out of the system and if not then a formal complaint is probably the best thing to do.

[Deleted User]

folacks said:

folacks said:

[Deleted User] said:

folacks said:

EDF are simply all over the shop. My EDF account was credited with the 66£ on the 5th of october..I got my bill on the 6th of October and expected the 66£ to be deducted from the bill amount as I pay by whole amount DD. The bill was not.

I called them up. and after asking over and over again I was told that the 66£ wasn't deducted from my bill because it would be returned to my bank account after the DD came out? The DD came out on Monday and of course nothing has been credited to my bank account.

Just tried speaking to a customer service agent and suffice to say he was confused.

Will call again on Monday. Just want consistency!

If you pay by whole amount direct debit, the £66 might have been hidden away - we've seen this from EdF before.

Check the total of your electricity charges and then check the subtotal in the final calculation - you might find that they are £66 different.

Thank you, I had a similar thought when I received the bill but unfortunately this wasn't the case..Hence my initial call to them which led to more misinformation. Alas, let's see what Monday brings!

At sparkygrad, I looked again and follows your instructions of looking at the subtotal in the final calculation and you are RIGHT. I wish I could share the screenshot with you as even in that column the subtotal was 157.71 but underneath that there's another total that's not in bold that which is displayed as VAT @ 5% of 223.51.

That is actually a very ridiculous and unclear way to present the discount. You have to know what to look for to work it out. Even more worrying that TWO different customer agents couldn't get to this answer.

Yes, it's a completely mad way of doing it - we only found out because someone else on the forum had the same problem and managed to post some screenshots of their bill.

RichinFriends

Update: I received my £66 overnight, so 3 working days after I paid EDF by DD. 
Time feels slow waiting for an in-payment!

Thanks @foshank for your earlier comment. 

Good luck all. This forum and all contributions is a welcome help.

t0rt0ise

It seems that when paying whole amount monthly, otherwise known as monthly variable payment, they simply put the rebate on the account and it will get taken into account in the next bill. If the DD is taken around the time that the rebate is given it will be taken into account the following month. This is because the DD has already been triggered and then can't be changed.