EDF Bill

MikeJXE

I can't see the logic in doing it that way except to confuse customers

I have only been with Octopus since February and my £67 for March was discounted off the bill so no confusion

[Deleted User]

https://forums.moneysavingexpert.com/discussion/comment/80028786#Comment_80028786

EDF has a very old billing system that is not well-suited to bill adjustments. It is in the process of moving its customer base onto the Kraken Technology platform as used by Octopus. This process will be complete by the end of 2024.

Robin9

https://forums.moneysavingexpert.com/discussion/comment/80028758#Comment_80028758

Because they had to do something in a hurry to meet the Government programme

Mobtr

https://forums.moneysavingexpert.com/discussion/comment/80028786#Comment_80028786

If you pay by cash/ cheque or variable direct debit that's what EDF do as well, just credit the account. If you pay by fixed d/d with EDF you paid your full amount then had the £67 refunded unlike Octopus who deducted it from your d/d & you just paid the difference.
EDF bills may not be the clearest but customers are used to paying the full d/d amount so see no changes going forward unlike Octopus customers who are now all complaining that their d/d has increased by £67 p/m

[Deleted User]

Octopus customers who are now all complaining that their d/d has increased by £67 p/m

This Octopus customer isn't complaining. Octopus reduced my monthly payment by £67 for 6 months and increased the payment by £67 for May. I then set, via the app, what I calculated to be a more accurate payment based on my predicted solar export payments.

pseudodox

So has EDF moved to Kraken?  I got an email today advising that my account number has been changed & had to update the app with a new password.  I already pay monthly whole bill DD, but the updates indicate everyone will now get monthly bills/statements, either generated by customer input readings, smart meter readings or estimated if no readings received.  Hopefully monthly updates will help people have a better picture of their usage & costs.

The app now shows readings history & supposedly the last 12 months of bills, but at the mo all I get when I click on any bill is a blank page.  Sigh!  Hopefully it will get sorted out.

[Deleted User]

So has EDF moved to Kraken?

According to press releases it is moving customers across to Kraken from now until Winter 2024. EDF got stung very badly when it brought in the present billing system some years ago. 

https://www.current-news.co.uk/octopus-kraken-to-deliver-enhanced-customer-service-operations-in-edf-deal/

pseudodox

And as if by magic my bills can now be viewed on the app.  Not that it was an issue as such as I always download bills when they are produced & store as PDFs, alongside my spreadsheet calculations.  So the move to Kraken is under way - any more guinea pigs out there?

MattMattMattUK

I am still on the old system, but have always been able to view my bills in the app anyway. My understanding which is fairly basic, but I know someone who consulted on part of the tech implementation side is that EDF will initially move all residential customers in batches, with the aim to get everyone over by the end of this year, then once everything is in place and verified they can start enabling more of the advanced features of Kraken to customers. That means that whilst some have been migrated now, it could be late next year before they get the full suite of features available to people who use Kraken via Octopus. 

[Deleted User]

MattMattMattUK said:

I am still on the old system, but have always been able to view my bills in the app anyway. My understanding which is fairly basic, but I know someone who consulted on part of the tech implementation side is that EDF will initially move all residential customers in batches, with the aim to get everyone over by the end of this year, then once everything is in place and verified they can start enabling more of the advanced features of Kraken to customers. That means that whilst some have been migrated now, it could be late next year before they get the full suite of features available to people who use Kraken via Octopus. 

There might be some disappointed EDF customers:

’The licensing agreement will see EDF use Kraken to manage its five million customer accounts in the UK and further develop its home heat and electric vehicle offerings. The migration of EDF’s customers will start in the summer of 2023, with a target of project completion within 18 months.’

Source: EDF Energy

Octopus has only just finished onboarding Bulb customers onto its system and, arguably, it knows what it is doing. E.oN Next was set up to onboard NPower customers onto Kraken before taking the decision to onboard the E.oN customer base. As BG appears to be finding out, moving customers to a new billing system has the potential to upset many.