Deleted

ariarnia

Deleted_User said:

jrawle said:

Deleted_User said:

Twitter (and all social media) won't let a lot of people open an account.It's not a platform that's available to all.

Likewise not everyone has a smartphone so long phone calls from landline are prohibitively expensive.

I borrowed a phone and installed Whatsap to contact them that way, but they say it'll be at least 36 hours before they get back to me. The borrowed phone has been returned to it's owner.

I don't really understand the first comment. As far as I am aware, Twitter lets anyone open an account (unless you are Donald Trump). You can do so via any PC with a web browser.

Likewise, you can use the EDF live chat via their website from any PC with a web browser. You are presumably using such a device to access this forum, given that you don't have a smartphone.

The cost of a phone call depends on the package you have with your landline or mobile provider. It doesn't depend on the type of mobile phone you have.

I have a smartphone, but it's to access information on the move (public transport updates, maps, etc.) Otherwise I always use a proper PC. Why use a pokey small screen when you can use a 20" monitor? I have never used WhatsApp. However, I can tell you Twitter and EDF's live chat do not require a smartphone.

Paying 10% more for energy just because you don't want to spend a few minutes to set up a free method to contact EDF seems crazy to me. I'd have sympathy for someone without the skills to use a computer, but anyone accessing this forum should be able to contact EDF.

Can't comment on twitter - against forum rules.

I have used the live chat via my PC, but as I said - I failed to find the correct permutation that gives you access to a human. So it was no use. It simply won't put you through to anyone - other than via whatsapp. And that currently is a 36 hour wait for a reply.

I have a good, old fashioned landline where you pay line rental and the complete cost of all your calls. Many are in the same boat. So for some sitting on the phone for long enough to sort this out could cost more than the 10% extra on your energy bills! 

I'm merely pointing out that some of the suggestions people are making aren't viable for everyone. 

I didn't claim that twitter and EDF's live chat needed a smart phone. Read again what I said and it'll make more sense to you.

Yes, everyone accessing this forum SHOULD be able to contact EDF. That's the problem - their communications are so overloaded that many of us can't. Now, you can say 'oh, but it's not normally this bad - it's a crisis right now'. Well, I'd rather pay a little extra to NOT be banging my head against a brick wall any time there's a crisis at EDF! 

It won't be 10% more as the monthly payment they want to take is SO high that I can simply put that amount into a regular saver account and claw back most of it. 

its not a crisis at edf. its a national crisis. all energy companies have been swamped with calls and emails and complaints. some completely valid some based on a misunderstanding of something. suppliers with a great reputation for customer service over the years have been seeing more complaints and have been slower and slower to respond. and yes thats a problem. hopefully one that will settle down soon (there should be a lul at least between the hitches with the 400 payments being sorted and the cap going away in april). but the current national problem (mostly caused by things out of the energy companys control and tied to bigger problems in the rest of the economy and the world) isnt a great yard stick to be using to say how the system is set up is a problem.  

no one solution will work for everyone. and yes there will be a small number of people where no solution works. or no solution is desirable for whatever reason. but the point is that you (on this thread) want to and can afford to pay 10% more to use a more expensive method to pay for your energy. you think its worth the hasle and lack of trust. and hopefully now you have the information and have taken the steps which means you will be able to. so thats a good outcome?

ariarnia

Deleted_User said:

ariarnia said:

Deleted_User said:

jrawle said:

Deleted_User said:

Twitter (and all social media) won't let a lot of people open an account.It's not a platform that's available to all.

Likewise not everyone has a smartphone so long phone calls from landline are prohibitively expensive.

I borrowed a phone and installed Whatsap to contact them that way, but they say it'll be at least 36 hours before they get back to me. The borrowed phone has been returned to it's owner.

I don't really understand the first comment. As far as I am aware, Twitter lets anyone open an account (unless you are Donald Trump). You can do so via any PC with a web browser.

Likewise, you can use the EDF live chat via their website from any PC with a web browser. You are presumably using such a device to access this forum, given that you don't have a smartphone.

The cost of a phone call depends on the package you have with your landline or mobile provider. It doesn't depend on the type of mobile phone you have.

I have a smartphone, but it's to access information on the move (public transport updates, maps, etc.) Otherwise I always use a proper PC. Why use a pokey small screen when you can use a 20" monitor? I have never used WhatsApp. However, I can tell you Twitter and EDF's live chat do not require a smartphone.

Paying 10% more for energy just because you don't want to spend a few minutes to set up a free method to contact EDF seems crazy to me. I'd have sympathy for someone without the skills to use a computer, but anyone accessing this forum should be able to contact EDF.

Can't comment on twitter - against forum rules.

I have used the live chat via my PC, but as I said - I failed to find the correct permutation that gives you access to a human. So it was no use. It simply won't put you through to anyone - other than via whatsapp. And that currently is a 36 hour wait for a reply.

I have a good, old fashioned landline where you pay line rental and the complete cost of all your calls. Many are in the same boat. So for some sitting on the phone for long enough to sort this out could cost more than the 10% extra on your energy bills! 

I'm merely pointing out that some of the suggestions people are making aren't viable for everyone. 

I didn't claim that twitter and EDF's live chat needed a smart phone. Read again what I said and it'll make more sense to you.

Yes, everyone accessing this forum SHOULD be able to contact EDF. That's the problem - their communications are so overloaded that many of us can't. Now, you can say 'oh, but it's not normally this bad - it's a crisis right now'. Well, I'd rather pay a little extra to NOT be banging my head against a brick wall any time there's a crisis at EDF! 

It won't be 10% more as the monthly payment they want to take is SO high that I can simply put that amount into a regular saver account and claw back most of it. 

its not a crisis at edf. its a national crisis. all energy companies have been swamped with calls and emails and complaints. some completely valid some based on a misunderstanding of something. suppliers with a great reputation for customer service over the years have been seeing more complaints and have been slower and slower to respond. and yes thats a problem. hopefully one that will settle down soon (there should be a lul at least between the hitches with the 400 payments being sorted and the cap going away in april). but the current national problem (mostly caused by things out of the energy companys control and tied to bigger problems in the rest of the economy and the world) isnt a great yard stick to be using to say how the system is set up is a problem.  

no one solution will work for everyone. and yes there will be a small number of people where no solution works. or no solution is desirable for whatever reason. but the point is that you (on this thread) want to and can afford to pay 10% more to use a more expensive method to pay for your energy. you think its worth the hasle and lack of trust. and hopefully now you have the information and have taken the steps which means you will be able to. so thats a good outcome?

It doesn't matter to me WHY there is crisis at EDF. The point is - there is. And that leaves consumers EXTREMLY vulnerable and out of control of their own finances.

Yes, as I've said several times I have cancelled my direct debit and will pay my bills monthly.

However, people are asking questions so I am answering those questions. 

i get that you dont care beyond the immediate situation but the current situation is relevent as is the way at least some of the problem you are having because of your choices (not wanting to call and risk a long hold time and not wanting to use social platforms because you have a problem with them morally). those restrictions will not be shared by the majority of people wanting to talk to there energy supplyer. and i disagree that the way the system is currently set up leaves customers vulnerable or out of control. i think customers have a lot of control if they want it and are protected from a lot of risk if they want to completely ignore it. 

ariarnia

Deleted_User said:

ariarnia said:

Deleted_User said:

ariarnia said:

Deleted_User said:

jrawle said:

Deleted_User said:

Twitter (and all social media) won't let a lot of people open an account.It's not a platform that's available to all.

Likewise not everyone has a smartphone so long phone calls from landline are prohibitively expensive.

I borrowed a phone and installed Whatsap to contact them that way, but they say it'll be at least 36 hours before they get back to me. The borrowed phone has been returned to it's owner.

I don't really understand the first comment. As far as I am aware, Twitter lets anyone open an account (unless you are Donald Trump). You can do so via any PC with a web browser.

Likewise, you can use the EDF live chat via their website from any PC with a web browser. You are presumably using such a device to access this forum, given that you don't have a smartphone.

The cost of a phone call depends on the package you have with your landline or mobile provider. It doesn't depend on the type of mobile phone you have.

I have a smartphone, but it's to access information on the move (public transport updates, maps, etc.) Otherwise I always use a proper PC. Why use a pokey small screen when you can use a 20" monitor? I have never used WhatsApp. However, I can tell you Twitter and EDF's live chat do not require a smartphone.

Paying 10% more for energy just because you don't want to spend a few minutes to set up a free method to contact EDF seems crazy to me. I'd have sympathy for someone without the skills to use a computer, but anyone accessing this forum should be able to contact EDF.

Can't comment on twitter - against forum rules.

I have used the live chat via my PC, but as I said - I failed to find the correct permutation that gives you access to a human. So it was no use. It simply won't put you through to anyone - other than via whatsapp. And that currently is a 36 hour wait for a reply.

I have a good, old fashioned landline where you pay line rental and the complete cost of all your calls. Many are in the same boat. So for some sitting on the phone for long enough to sort this out could cost more than the 10% extra on your energy bills! 

I'm merely pointing out that some of the suggestions people are making aren't viable for everyone. 

I didn't claim that twitter and EDF's live chat needed a smart phone. Read again what I said and it'll make more sense to you.

Yes, everyone accessing this forum SHOULD be able to contact EDF. That's the problem - their communications are so overloaded that many of us can't. Now, you can say 'oh, but it's not normally this bad - it's a crisis right now'. Well, I'd rather pay a little extra to NOT be banging my head against a brick wall any time there's a crisis at EDF! 

It won't be 10% more as the monthly payment they want to take is SO high that I can simply put that amount into a regular saver account and claw back most of it. 

its not a crisis at edf. its a national crisis. all energy companies have been swamped with calls and emails and complaints. some completely valid some based on a misunderstanding of something. suppliers with a great reputation for customer service over the years have been seeing more complaints and have been slower and slower to respond. and yes thats a problem. hopefully one that will settle down soon (there should be a lul at least between the hitches with the 400 payments being sorted and the cap going away in april). but the current national problem (mostly caused by things out of the energy companys control and tied to bigger problems in the rest of the economy and the world) isnt a great yard stick to be using to say how the system is set up is a problem.  

no one solution will work for everyone. and yes there will be a small number of people where no solution works. or no solution is desirable for whatever reason. but the point is that you (on this thread) want to and can afford to pay 10% more to use a more expensive method to pay for your energy. you think its worth the hasle and lack of trust. and hopefully now you have the information and have taken the steps which means you will be able to. so thats a good outcome?

It doesn't matter to me WHY there is crisis at EDF. The point is - there is. And that leaves consumers EXTREMLY vulnerable and out of control of their own finances.

Yes, as I've said several times I have cancelled my direct debit and will pay my bills monthly.

However, people are asking questions so I am answering those questions. 

i get that you dont care beyond the immediate situation but the current system is relevent as is the way the problem you are having is one that is mainly because of your choices (not wanting to call and risk a long hold time and not wanting to use social platforms because you have a problem with them morally) those problems will not be shared by the majority of people wanting to talk to there energy supplyer. and i disagree that the way the system is currently set up leaves customers vulnerable or out of control. i think customers have a lot of control if they want it and are protected from a lot of risk if they want to completely ignore it. 

If most people have no problem then they have no need to make any changes.

I am not going to go onto an expensive phone contract in order to save a few quid on my energy bill. That would be counter productive. As for social media - it's a banned topic on these forums so I can't respond you your erroneous assertation about that. 

I was unable to contact the energy supplier. That meant I couldn't stop them from taking money from my account for energy that I won't be using.  Which is why I've cancelled the direct debit.

If it's all fine and dandy for others then all power to them. 

which is a good solution for you given your restrictions and easy for you to do once you decided to do it.

hopefully it will work out well and you will keep us updated so anyone else thinking about doing the same thing will have your experience to help them decide if its right for them. 

ariarnia

i think thats what mobtr said a couple of pages back  

ultimately you have your solution. hopefully it works for you. if so i'm glad we could help. if not and you have other problems then i'm sure we would still be glad to help. 

its the wider discussion about if dd are bad or if the energy system is fundamentally flawed and if your experience is proof that i think is going around in circles. 

Mister_G

Don't EDF have a free 0800 number?

0800 056 7777

ariarnia

Mister_G said:

Don't EDF have a free 0800 number?

0800 056 7777

you know i didn't even think to check

Mister_G

Well Google brings up this

For prepayment general enquiries, please call us free on 0800 015 1733. For general enquires, please call us free on 0800 096 9000.

ariarnia

Deleted_User said:

Mister_G said:

Don't EDF have a free 0800 number?

0800 056 7777

Try it and see. It's not the number they ask you to call. There is an 0800 number for people with hearing difficulties. 

of the wall suggestion but could you download the text app that lets you use the textphone number on a laptop? would be free and you could 'speak' to someone. 

https://www.relayuk.bt.com

k_man

Deleted_User said:

UPDATE

To briefly summarize what's happened thus far -

EDF raised our DD. We used their online form to ask them to reduce it - a) their estimate was too high based upon last year's usage and b) we'd recently installed solar/woodburner and would be slashing energy usage moving forwards. They refused. Spent days trying to get through on chat, trying to get info on their website, whatsap etc - no luck.

SO. Eventually I made the decision that I was willing to just cancel my direct debit and pay them monthly, in arrears, exactly what I'd used. I informed them of this.

I used their complaints mechanism and sent them a formal complaint via email. I didn't ask them for anything. I told them what I  wanted them to do. I genuinely was willing to cancel the direct debit - in fact I did! (I'm at the point where I'm genuinely willing to go off grid if forced).

First thing this morning I got an email from them. They apologize and have set my direct debit to what **I** want it to be.

So I'm happy with that for now. If I have any problems moving forwards my plan B is already in place and I have the ability to switch to paying monthly for energy used at the push of a button. Then there's plan C - get them to remove their garbage from my property and go off-grid.

In order to get control of your finances/energy you really need to be prepared to walk. That gives you your power. That's kinda difficult when there is no competition. But even in the current climate our strength lies in genuinely being willing to walk. They serve us - not the other way around. 

Have you told EDF that you already cancelled the DD at the bank end, as it may not have filtered back to their systems yet, and so may break their attempts to change the amount?

They may need to create a new DD and then set the new amount

pseudodox

Being of the same mindset as the OP I have followed this thread with interest.  When SSE/OVO said I was being changed from my quarterly whole bill payments to a monthly Fixed DD & I had to lump it or leave I rebelled.  Other people may be happy to have someone manage their finances & keep them from running into debt but I am not.  Despite several complaints (email & telephone) they refused to change the DD amount to what should represent my cost of usage as they had projected from my 15 year history with them.  The amount they set up was to cover DOUBLE my past average & represented 29% of my income & to put this money in their coffers I would have to withdraw a lump every month from my "old age care fund".  I only do this for essentials like roof repairs, car repairs, major purchase of say a washing machine etc.  They refused to budge or negotiate so I am now in the midst of switching to EDF.

Well would you believe it!  SSE must have now seen the request from EDF & out of the blue they tell me (via "no reply" email) they are setting the Fixed DD at half what it was.  Which is the amount I offered them in the first place.  Tough!  I am heading out the exit door.  As the OP says above our only power in the face of Big Brother is to walk.

On advice from my bank I did not cancel my DD with SSE until the switch is completed or they may put a block on my switching.  But whatever they now steal from my account will have to be returned under the DD guarantee.  EDF gave me a choice of monthly Fixed DD (at an acceptable level), a monthly whole bill DD based on usage providing I give readings, or the higher rate cash option which puts all the payment control in my hands.  All I ever wanted was the choice.

I accept that one size does not fit all.  I don't worry about high winter bills - I put money away in MY savings pot.  I have never needed a credit rating, always paid bills in full on time based on readings.  And I read my meters regularly & update my energy spreadsheet so that on any one day I can in a few minutes calculate the cost of what I have used.  For me, as a retired accountant, this is actually satisfying not onerous.  I don't budget on a monthly basis but on an annual projection - my books have always balanced.  The balance sheets of these Big Brother companies are largely works of creative accounting.