EDF used under-readings to calculate my 1st Oct 2022 bill statement.

kevin2u

Without prejudice.
I just want to raise awareness that I had to speak to EDF regarding under-readings used to calculate my latest bill, which included the new 1st October 2022 increased charges. I had received an email from EDF on the 29th of Sept informing me that I did NOT need to send them my meter readings because I have smart (smet2) meters they would do the job for me. Well, I still sent the readings via the EDF web site on the 1st of October 2022. I had also taken photos of the meters at the end of the evening on the 30th of Sept and first thing in the morning on the 1st of October. Yesterday I received my latest bill statement only to find that EDF had used lower meter readings to that I had given, which would have resulted in me paying the increased price for the energy I had used before the 1st of October. Their response to my concern was feeble and blamed the smart meters/internet then blamed the over input demand on consumers entering their readings. The EDF employee was understanding and did adjust the meter reading figures to those I had given and was generating another bill statement.
This doesn't change the fact that EDF did not meet the terms of their email statement and they didn't use the readings I had given, and they had 14 days to do that before they sent me the bill statement. This resulted in me having to pursue them to resolve, which they did. However, my concern is if this has happened to me (a low user) then how many others?
Secondly. I suggest consumers send in meter readings and do not accept the smart meters are going to give an accurate reading on a specified date and when you get your bill statement cross check your reading figures to ensure they match those on the statement.
 
I also had to challenge them about the large amount of credit I had, which they responded that it was going to be needed for the winter months, so basically, they have built up a large sum of my money for me to pay for energy that I hadn't yet used or might not use. I requested for EDF to reduce my payments to reduce some of the credit and in fairness the EDF employee was very understanding and helpful and reduced the payments. Trust now out the door and I just don't need the hassle.

SlinkyWeevil

This happened to me two or three years ago when I was with EDF. They refused to honour my actual readings, even though I had photographs and were insisting on using their lower estimated readings so that they could bill me at the higher rate on the new tariff. In the end I raised a formal complaint with them which they disputed and it went through to ombudsman and they ended up being forced to send me £50 compensation and refunding me the difference on the account, which in total was only a couple of pounds. On principle though I wouldn’t let it slide because they are going to be making millions if they are overcharging everyone buy a pound or two.

molerat

There are a couple of us on here who have mentioned the same happening.  I raised a complaint and they re-billed using my reading.  I suspect the vast majority will not complain so make it worthwhile for them.

What_time_is_it

EDF messed up my final bill, replaced it with a new one, but used estimates for the March 31st readings rather than the ones I gave to them. It works out about £50 more expensive now.

Trying to get this resolved, but I don't understand why they have disregarded the earlier readings which were on previous bills? I now have no access to these previous bills and I don't have photos of the meters, so it comes down to my word against theirs.
Is it worth me pursuing this?

I hate EDF customer service. 

ariarnia

did i read this exact post on a different thread or am i going dolally? 

glad to read you got it sorted by talking to customer services. i know several people say they've had problems with edf the past few months. i think octopus are often recommended for people looking to move (and it's not like theres much difference in tariffs at the moment so things like customer service are the only real reasons to move) 

EssexHebridean

I posted on another thread confirming that similar happened to me in spite of having given the readings both on the special website they set up for the purpose, and again by telephone on the afternoon pf the 30th Sept.  I asked them about this in twitter messages first, but on looking at the account on the website I saw that my correct readings were shown, so I assumed it would just right itself and a  new bill would be issued. After a week though when nothing had changed, I checked back again and found that in fact the readings showing in the "last reading" section on the website had in fact reverted back to the estimated ones that they had taken upon themselves to use instead.  I made a formal complaint (to which I've still had no response) raising that issue, and several other things. As if by magic I got a contact back to the twitter message aplogising, reassuring me that "the error" was now corrected and that a new bill would be raised - indeed, the new bill appeared the following day.  For me, as a proportion of my annual use, the under reading was substantial - and indeed in order to arrive at it they had actually had to disregard a reading that they accepted from me earlier in the year, too. 

And @ariarnia - no, I thought the same when I read the OP's post too - in fact, I have a feeling that may well have been the thread I mentioned my situation on previously! 

[Deleted User]

ariarnia said:

did i read this exact post on a different thread or am i going dolally? 

glad to read you got it sorted by talking to customer services. i know several people say they've had problems with edf the past few months. i think octopus are often recommended for people looking to move (and it's not like theres much difference in tariffs at the moment so things like customer service are the only real reasons to move) 

No, you read exactly the same elsewhere.  Pretty common with new posters who come on here angry, and with those who think writing “Without Prejudice” as a first line somehow gives them legal coverage.

ariarnia

thanks both. i don't mind duplicate posts but it's good to know i've not completely lost it