EDF replaced my readings with wildly inaccurate estimates

ariarnia

i know its easier sometimes to do things by phone but i would suggest you make sure you have an email trail. 

if you want to talk with customer services then after each call i would suggest you email them a summary or request the call recording and notes.

it will make things easier for you if you need to escalate this as a complaint to the ombudsman after 8 weeks as this sounds like it could be a messy one.  

calhawes

Thank you for the link to Ofgem's back-billing guidance.  It seems pretty clear to me that they can't charge me for any wrongly charged energy useage prior to Feb 2022.

EDF emailed me yesterday saying that the Complaints Dept have now managed to sort out my bill to their satisfaction and that, subject to confirmation by the back-billing team, I will be charged ~£250.  Since I am 100% confident that the energy useage concerned is from further back than last year, I should not be liable.

More anon, I'm sure!

ariarnia

calhawes said:

Thank you for the link to Ofgem's back-billing guidance.  It seems pretty clear to me that they can't charge me for any wrongly charged energy useage prior to Feb 2022.

EDF emailed me yesterday saying that the Complaints Dept have now managed to sort out my bill to their satisfaction and that, subject to confirmation by the back-billing team, I will be charged ~£250.  Since I am 100% confident that the energy useage concerned is from further back than last year, I should not be liable.

More anon, I'm sure!

you will probably get a bill with a lot of reversals and charges for seemingly random amounts. 

i would suggest you ask them for the bare usage they are charging once all the amends have been made (someone overthere should be able to work it out). 

then you can use your readings to judge if you think its about right or not. 

calhawes

ariarnia said:

i know its easier sometimes to do things by phone but i would suggest you make sure you have an email trail. 

if you want to talk with customer services then after each call i would suggest you email them a summary or request the call recording and notes.

it will make things easier for you if you need to escalate this as a complaint to the ombudsman after 8 weeks as this sounds like it could be a messy one.  

Thanks Ariarnia.  All my dealings bar one phone call have been done by email so the trail is there.  The one weak link in my case is that EDF have removed all bills from my account - and I, stupidly, had not downloaded them.  So I have no record that EDF received and acknowledged my regular monthly readings, although I do have a spreadsheet record of what they were, and I have EDF's emailed notification of bills plus a matching set of payment records from my bank account.

I have asked EDF to forward the deleted bills.  They have agreed but, until the bills arrive, I have no idea whether they will be the originals or new bills drawn up since they've been messing with my figures

(Note to self.  Always, always, always, download a copy of your bills!)

:-)

Cal

AllanInness

My latest FARCE with EDF...  they appear to be billing ALL my usage on the E7 Day rate (51.92p/kWh)  and they won't listen....(see my latest Feb usage)   I raised an issue with their online chat, and they ignore me.. I emailed a customer service rep's email that is dealing with a smart meter issue, nothing.  I rang up an spoke to someone, who doesn't believe me and then put me on hold and cut me off !!!    If they want us to use their website and online tools, then they need us to believe in what's being shown.. and I have no confidence at all in EDF and their billing.

AllanInness

data showing my ACTUAL usage..(taken form EDF website). and that they are billing my E7 night rate at 51.92p  (in Yellow)

EssexHebridean

AllanInness said:

My latest FARCE with EDF...  they appear to be billing ALL my usage on the E7 Day rate (51.92p/kWh)  and they won't listen....(see my latest Feb usage)   I raised an issue with their online chat, and they ignore me.. I emailed a customer service rep's email that is dealing with a smart meter issue, nothing.  I rang up an spoke to someone, who doesn't believe me and then put me on hold and cut me off !!!    If they want us to use their website and online tools, then they need us to believe in what's being shown.. and I have no confidence at all in EDF and their billing.

Raise a formal complaint to the "complaints" email address. Mention within it that you will be taking the clock as running from now for the purpose of an Ombudsman escalation, so perhaps if they don't intend to resolve the matter in the relevant timescale, they could be good enough to provide your deadlock letter immediately. You could also point out that them billing you erroneously like this (it is the billing as well is it, not just something shown in the app/website?) will cause you financial hardship. I have a hunch that they may well pull out complaints that meet certain criteria for faster processing - and you have three sets of "triggers" in that lot which are likely to get a faster response if this is indeed the case.

I wouldn't bother any more with ordinary CS though - they are generally speaking woeful. 

calhawes

AllanInness said:

My latest FARCE with EDF...  they appear to be billing ALL my usage on the E7 Day rate (51.92p/kWh)  and they won't listen....(see my latest Feb usage)   I raised an issue with their online chat, and they ignore me.. I emailed a customer service rep's email that is dealing with a smart meter issue, nothing.  I rang up an spoke to someone, who doesn't believe me and then put me on hold and cut me off !!!    If they want us to use their website and online tools, then they need us to believe in what's being shown.. and I have no confidence at all in EDF and their billing.

I had no response from EDF either by Chat or Phone and had to resort to emailing Complaints directly, who responded in 2 or 3 days.