How long before I can make an official complaint to EDF?

Slinky

I moved to Octopus on 11th July from EDF. Octopus supplied the handover readings to EDF and informed me about this on 20th July. I have previously been paying EDF by direct debit, they took the last payment on 3rd July (usually 1st month), but I left the DD instruction active.

On their website it said they had received the readings to 11th July, and I would receive a bill within 1-5 days. A couple of weeks passed with no sign of the bill, or money, so I chased them. Having chased them a number of times, on 16th August they finally said they would issue a bill within 24-48 hours and my refund would be in my account within 5 days. On 21st August £352.36 appeared in my bank account, but there's no bill on my account online or in the app.  They've since decided to credit me, on 21st August, with another £1.49, I can see this online on the account but not received it yet.

I've been going round the houses with their messaging system. They keep asking me what date I moved out. I haven't moved out, I've moved suppliers. I understand, they say. Then it goes quiet for a whie and 'what date did you move out' is asked again.  Honestly, it's like they are trying to carve the final bill from stone!  I've no way of knowing the accuracy of their refunds without a proper bill.

I suspect the issue may be that in April I received £100 credit for switching to a smart meter, and they are probably trying to claw some, if not all, of this back.

And the final thing is when I log in now there's a message saying they tried twice to take a direct debit without success and therefore have cancelled the DD and will be charging a higher rate on the bill.  I only cancelled the DD on Monday after they'd refunded me the £352. I'm concerned they will try and screw me on the final bill with higher rates.  The failed DD is a lie.

How long do I have to wait until I can issue a formal complaint about the lack of actual bill??

sammyjammy

My parents just did the same move, their Sorry you're leaving letter said if final bill not issued within six weeks then £30 credit is given, they made it by a few days!  They are just very slow, at least you've had your refund.

Robin9

complaintresolution@edfenergy.com

[Deleted User]

The above is what is stated in the Supply Licence.

Slinky

So I'm just past 6 weeks then, thanks for that. Pencil sharpener out tomorrow.

[Deleted User]

Slinky said:

So I'm just past 6 weeks then, thanks for that. Pencil sharpener out tomorrow.

Have a read of page 5, you should be entitled to £30:

https://www.edfenergy.com/sites/default/files/r863_guide_to_service_standards_aw1_e5.p

Slinky

Their message person has just given me a breakdown of a bill from 22nd December to 11th July they claim is on my account. However my last bill was dated 2nd April. And whatever they are saying, I want to see an actual bill. In amongst all the things that have gone on I've previously had a £75 credit for a previous frustrating experience trying to get single billing on economy 7 meters, then £100 credit for a new smart meter in April, so plenty of opportunity for them to screw up the figures.

molerat

Very strange they are taking so long.  I left them 24th April, final bill 26th and my daughter left them 9th August and final bill 11th.

And the final thing is when I log in now there's a message saying they tried twice to take a direct debit without success and therefore have cancelled the DD and will be charging a higher rate on the bill.

That is just the way the system shows they have cancelled the DD as it is no longer needed.

Slinky

molerat said:

Very strange they are taking so long.  I left them 24th April, final bill 26th and my daughter left them 9th August and final bill 11th.

Which makes me think it's something to do with clawing back the £100 credit they gave me for having a smart meter installed.

twopenny

If it's really getting to you (and it would) then the old fashioned route of photo copies of bills and any other communication on paper and a letter to Complaints by post.

I had to go this route with BG who put the debt collectors on to me for a bill that had been paid and I'd reported numourous times it had been paid. Went the paper route, bill with receipt from bank and hey presto. apology.

But if you get a bigger pay out for the longer then I'm all for sticking it out

teedy23

My recently bereaved sister is trying to get away from EDF and switch to Octopus. Her husband had tried while suffering MND 3 times but the bills kept coming. Octopus told us today that EDF keeps refusing the switch as it says money is still owed on the account. This is very very stressful for her, and was for her husband. I personally took charge of this just after my BIL died. I totally cleared the account and requested it to be shutdown. Low and behold, another bill. They refused the switch again. They have quoted a final bill of £60 and change as the final bill today but I suspect this is how they get to refuse, as more power will have been used . I told her to send £70 just to see what happens. Any advice ?