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EDF are saying I haven't paid my bill when I have.
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Matt_Kamen
Posts: 6 Forumite

in Energy
Hi Everyone
So I paid my gas bill earlier on this month but to my surprise I received an email from them last week saying that I hadn't paid and that the bill was now outstanding.
Having spoken to numerous people at EDF and spent several hours on the phone they are still saying that they can't find my payment. I have checked with my bank and the money has definitely left my account. I've sent EDF a screenshot of my statement but it seems that this still isn't good enough. EDF are now talking about charging me late payment charges and also saying that it will also show up on my credit rating that I defaulted on a payment.
I really don't want to have to pay my gas bill twice, especially considering that the bills have now gone through the roof.
Does anyone have any suggestions on how I can progress forward with this?
So I paid my gas bill earlier on this month but to my surprise I received an email from them last week saying that I hadn't paid and that the bill was now outstanding.
Having spoken to numerous people at EDF and spent several hours on the phone they are still saying that they can't find my payment. I have checked with my bank and the money has definitely left my account. I've sent EDF a screenshot of my statement but it seems that this still isn't good enough. EDF are now talking about charging me late payment charges and also saying that it will also show up on my credit rating that I defaulted on a payment.
I really don't want to have to pay my gas bill twice, especially considering that the bills have now gone through the roof.
Does anyone have any suggestions on how I can progress forward with this?
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Comments
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How did you pay the bill? I'm guessing you don't pay a monthly DD.Barnsley, South Yorkshire
Solar PV 5.25kWp SW facing (14 x 375) Lux 3.6kw hybrid inverter installed Mar 22 and 9.6kw Pylontech battery
Daikin 8kW ASHP installed Jan 25
Octopus Cosy/Fixed Outgoing0 -
Contact your bank and ask them to trace the payment
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Alnat1 said:How did you pay the bill? I'm guessing you don't pay a monthly DD.MoneySavingNovice said:Contact your bank and ask them to trace the payment0
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If you paid by debit card on their website (and you are sure you did actually go to their website and not a copycat) and the payment has hit your bank and showing on your statement as debited (not pending) then you have definitely paid and I would raise a formal complaint with EDF
In saying this I am assuming you had to log into your account before you paid and thus there is no question of a wrong account number or account details being entered.0 -
I take it that your online account doesn't shed any light on this - does payment by debit card leave a breadcrumb trail of any description perhaps? I've only ever been DD with EDF so don't know whether it would.. or not!
Also, depending on how much detail you can get on a transaction through your online banking - might there be a reference there that is showing incorrectly, or come to that can be used as further evidence to EDF that the payment was sent to the right place?🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her0 -
km1500 said:If you paid by debit card on their website (and you are sure you did actually go to their website and not a copycat) and the payment has hit your bank and showing on your statement as debited (not pending) then you have definitely paid and I would raise a formal complaint with EDF
In saying this I am assuming you had to log into your account before you paid and thus there is no question of a wrong account number or account details being entered.0 -
EssexHebridean said:I take it that your online account doesn't shed any light on this - does payment by debit card leave a breadcrumb trail of any description perhaps? I've only ever been DD with EDF so don't know whether it would.. or not!
Also, depending on how much detail you can get on a transaction through your online banking - might there be a reference there that is showing incorrectly, or come to that can be used as further evidence to EDF that the payment was sent to the right place?0 -
Have a look in your online banking as well - it may be that if you tap or click on the transaction it'll confirm details like the reference - might save you a phone call.🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her0 -
Matt_Kamen said:km1500 said:If you paid by debit card on their website (and you are sure you did actually go to their website and not a copycat) and the payment has hit your bank and showing on your statement as debited (not pending) then you have definitely paid and I would raise a formal complaint with EDF
In saying this I am assuming you had to log into your account before you paid and thus there is no question of a wrong account number or account details being entered.No free lunch, and no free laptop0 -
macman said:
Possibly because they are processing upwards of 5 million payments a month, and so inevitably some of those will be wrongly credited, or untraceable? Even a 0.1% failure rate would mean 5,000 such cases each month.
They must have a system though that allows them to do a search on name, account number, amount etc.. that's just basic IT
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