EDF - getting out a fixed contract without penalties

casjen

Going by the email conversation I had with them..they said they were reiterating to all customer service agents that exit fees were to be enforced. Though im sure one or two have slipped through and good for them 

SteveCooper

casjen said:

Going by the email conversation I had with them..they said they were reiterating to all customer service agents that exit fees were to be enforced. Though im sure one or two have slipped through and good for them 

I have messages from 13 other people so including myself there is at least 14 people who have been lucky , and been able to move out of the fix 

sorry if it didn’t work out for others 

brewerdave

Not looking good for me - I've sent two emails to the contact passed on to me - and the second one bounced ! So either inbox overwhelmed or the person concerned has been admonished (and possibly sacked !!) 

casjen

I would personally question the validity of some of these claims... being a cynic..

CSI_Yorkshire

harleyjohn1200 said:

Swipe said:

Not very nice of you to post his email address on a public forum

It's his EDF work email, I can't see the problem with other customers using it, can you?

I can see a very large problem with posting the direct contact details of a single advisor on a public forum where people often come to rant and complain (often aggressively and mistakenly) about his employer.  Can't you?

jvjack

Harleyjohn1200 meant well. 
Oops .. nearly left EDF customer service name myself in below chat copy.

In my whatsapp chat yesterday with customer service they give me a script of what they were probably looking at for changing tariff.

EDF  "I can understand your concern however if you wish you can compare and change the tariff from MyAccount.

Changing your tariff online is quick and easy, please follow the simple steps below, 

1. Click Change Tariff (ladder at the left of your screen)

2. Click see more below your desired tariff

3. Click Review and sign up

4. With some of our tariffs you may need to select Yes or No to add the additional product to your tariff such as boiler cover

5. If your tariff is up for renewal, you may be asked if you want to change your tariff now or at the end of your existing tariff, select the relevant option

6. Review the Terms and Conditions then tick the box

7. Click sign up to tariff box

Once it is done and if the exit fee is applied you can get back to us so that it can be reversed. 

Is there anything else I can assist you with?

Me    -   Hi , I am reading online forum that some people are not getting charged the £300 exit fee if they change to svr and stay with EDF.

Have there been some changes and we can stay with EDF and swap to svr rate and not pay exit fees.  Thank you

Me -  It says in your message you just sent. " Once it is done and if the exit fee is applied you can get back to us so that it can be reversed"

Does that mean i can change to svr and get exit fee back?

EDF: Yes, you can change the tariff and once the exit fee is applied we can go ahead and cancel the charges for you.

If there is anything else at all we can help,

Maybe they are reading the script for those that were changing tariff before Nov 22. Just a thought

casjen

casjen said:

I would personally question the validity of some of these claims... being a cynic..

My cynism may have been misplaced as out of the blue today I received an email from EDF complaints even though I didnt raise one. Its fairly simple saying as requested the exit fee has been refunded back to gas account and having just checked so it has...

brewerdave

Still nothing back from the contact supplied by @SteveCooper ,so have tried again ,this time thru text service -the agent has relied to say that "he has passed on my request to another team " - not hopeful

jvjack

Lol . Similar "the team"  You never know though.
 How do you see exit fees applied in accounts ? On app or online.

My chat

 
EDF  "I do understand the exit fees of 150 Pounds got applied to your account twice which you want to waive it off so I have raised your request and forwarded to the team. They will look into the matter and will try to waive off the exit fees from your account.

Me "How in the accounts app or online do you know whats been taken or added. My app just shows credit but no figures.

EDF 

You can see the exit fees applied in my account as I have checked that two 150 Pounds got applied but do not worry I have raised your request to the team for waive off.

brewerdave

The only way that I could see that the fee had been deducted ,was in the app on the "bills and payments" page , the account balance is £100 less than it was. Doesn't show up anywhere else as far as I can see, on the app or the full web page of the account.