1000's of EDF customers overcharged for gas?

DdavidG

Checking my bills since I joined EDF I noticed they have been miscalculating my kwh gas usage. I have a meter which was replaced in 2018 and so the meter readings are given in cu.m. 

EDF have been multiplying my reading by a volume conversion factor of 2.83 which is used to convert cu.ft readings to cu.m readings, but my meter gives cu.m readings directly, so no volume factor needs to be applied, as confirmed by the government.uk website.

I have emailed them, written to them and spoken on the phone but none of the people I have spoken to seem able to understand their error. In fact they seem so utterly unaware of the possibility that they have made a mistake in this calculation that I wonder if this is a widespread problem affecting potentially 1000's of EDF customers. It is no surprise to note that EDF bills do not show any units for my meter readings, just the numbers.

I have been with EDF since may 2021, all my bills have the same erroneous calculation, so I reckon they owe me £1270.

EDF recently advised me to increase my direct debit so my annual dual fuel bill would be over £9000!

Robin9

I presume that you have checked the serial numbers of the meter itself and that which is given on the bill and the bill also say ft3 instead of m3

Don't bother with CS go to

ComplaintResolution@edfenergy.com


Let us know the outcome please

The_Fat_Controller

Is your title a statement of the facts or just your individual question ?

Maybe amend it to "I think EDF are overcharging me for my gas"

Mistakes do occasionally happen but assuming it is happening to thousands is a bit much to be honest.

Mobtr

It looks like EDF were given incorrect metering information when they took you over in May 21, it does happen but not that often. Do you have your old bills from your previous supplier, are they correct? 

Rather than email EDF, ring them on 0333 200 5101 you’ll get dealt with a lot quicker. I’m quite surprised it took you 18 months to realise your bills were incorrect though 

[Deleted User]

So what this thread actually is - “One EdF customer has wrong meter units”?

DdavidG

The post title is a question, but sorry if anyone feels it is inappropriate. It doesn't seem possible to change it.

The lack of understanding from EDF that this is even a possibility led me to think it may be affecting more customers than just me.

Robin9

Could you post an extract from your bills showing the unit consumption and the consequent kWh please?

[Deleted User]

DdavidG said:

The post title is a question, but sorry if anyone feels it is inappropriate. It doesn't seem possible to change it.

The lack of understanding from EDF that this is even a possibility led me to think it may be affecting more customers than just me.

You may be asking too much of some CS members. I find the simplest way to deal with issues of this nature is to use the written form of communication. Two photos showing the actual meter ( with the serial number showing) and the statement (again showing the meter serial number) should at least give CS a moment to think. The photo of the meter will be annotated M3 and the the statement will be annotated as FT3.

pochase

You are correct that you will not be the only customer with this problem, but it is also not limited to EDF or very common.

It usually happens when during a switch wrong information is given to the new supplier. 

We see a thread with a problem like yours every few weeks in the forum, so you are not alone, but it is also not wide spread.

Every OP that reported back here was successful in resolving the problem, even so it takes a bit of effort and usually cannot be done through the normal support.

EssexHebridean

I definitely wouldn't bother trying to call them - chances of you getting someone who is willing to even try to help with a vaguely complex issue is pretty slim in my experience. I'd use the "complaint resolution" email that Robin provided above if I were you. Don't expect it to get dealt with any time soon, but it will eventually get some form of response, and should eventually get your situation sorted out. 

CanNeverThinkOfAUsername

Very misleading thread title