EDF bill for July?

Spoonie_Turtle

QrizB said:

pseudodox said:

I think the key to being moved is being given a new account number, no longer a long number starting with "67-" but "A-FB******" in my case.

That's a very Kraken account number.

My Octopus account number is A-xxxxxxxx and my E.ON Next account number is A-yyyyyyyy. Both are Kraken systems.

Indeed.

Anyone new to Kraken may like to know the initial letter denotes the supply region.

spenderdave

August has now nearly gone and the confusion continues. Full bill customer, still on the old system and no sign of Kraken. No bill since the one on July 25th, it now says my next bill will come on 20th September and cover July 26th to 20th September, almost two months. Next direct debit 25th September. So much for monthly billing and direct debits.

In the meantime the energy hub stopped receiving meter readings between  9th and 21st August but seems have picked them up again now. All that time the smart meter section said 'we are receiving your readings correctly'.

Whether it is linked to the forthcoming Kraken changeover I don't know but it seems a total mess.

dealyboy

@spenderdave said:

August has now nearly gone and the confusion continues. Full bill customer, still on the old system and no sign of Kraken. No bill since the one on July 25th, it now says my next bill will come on 20th September and cover July 26th to 20th September, almost two months. Next direct debit 25th September. So much for monthly billing and direct debits.

In the meantime the energy hub stopped receiving meter readings between  9th and 21st August but seems have picked them up again now. All that time the smart meter section said 'we are receiving your readings correctly'.

Whether it is linked to the forthcoming Kraken changeover I don't know but it seems a total mess.

Hi Dave ...
Very similar situation to yourself with different dates:
- on old system
- contradictory and changing billing information on the online dashboard
- energy hub shows full information from half hour reads going back months with the exception of the general 14th-19th Aug data issue
- smart meter status always showing OK and receiving reads
- last bill for 17th June - 14th August (missing out July)
- I am on the SVT and pay by DD whole of bill monthly

In July I started seeing changing information on the dashboard ... unable to read my meter, different dates for my next bill in August and September showing a 'regular' payment, request for a meter read from myself.

At the beginning of August an 'estimated' meter reading for 31st July which was in fact accurate. The next bill on the 'bills and payments' page showed 14th August for the regular payment. There was an accurate meter read on 14th August and bill received on 17th August, all correct, taking into account the rates change on 1st July, but the DD went ahead with the 'regular' payment (this is a fallback monthly average payment based on predicted usage).

I phoned Customer Services and agreed a refund of the now 'credit' on my account with an escalation for an apology. A few hours later I received an e-mail stating that I had received a 'bill' statement by e-mail at the end of July (attached) informing me that there was a problem reading my meter and that a 'regular' payment would be collected, I didn't receive it! I was also informed that refund had been declined.

I phoned the next working day and spoke to a different colleague. The upshot was I was not allowed to continue with this 'complaint' with anybody other than the original agent, but if I closed it I could not raise the same issue again. I could not speak to a manager, nor could I speak to the original agent's manager but I could ask for a callback in 48 hours time.

I rang back (reason "complaint"), spoke to another person who resolved everything:
- apologised for my having to make three calls (Fri-Mon)
- couldn't understand the failure to action the refund immediately
- couldn't understand why the meter reading on 31st July showed 'estimated' when it was accurate (I didn't mention it)
- confirmed my meter was working perfectly (taking a reading)
- explained that the energy hub had had a technical issue from 14th Aug
- said that I would receive £50 compensation and how would I like to receive the money.

Wow! all actioned within a 5 minute call. I received the refund and compensation.