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

Mobtr

teedy23 said:

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 ?

What to you mean by they have refused the switch & quoted you a final bill of £60? It’s either a final bill in which case the account has been closed or it’s a regular bill and the account is still open. They don’t give you a quote as to what your final bill would be as they wouldn’t have a final reading yet so wouldn’t know. 

A supplier wouldn’t usually refuse a switch for a low balance amount which is less than 28 days old. What exactly has EDF said 

[Deleted User]

teedy23 said:

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 ?

For customers on credit meters a supplier can normally only block a switch if there is a notified debt on the account which has been outstanding (unpaid) for more than 28 days. In all other cases, the transfer of supply should not be impeded and any debit balance becomes payable in full immediately.

The account with EDF needs to be in your sister’s name. Has this be done or are you trying to transfer the account in the deceased’s name to an account with a new supplier set up in your sister’s name? If this is the case, this is what is probably blocking the switch. I appreciate that this is a difficult time but your sister needs to speak to EDF’s bereavement team. They should be able to answer/address your concerns. 

Slinky

I've received the mysterious £1.49 credit on my account today, but the bill has still not appeared. I was hoping that following the text chat I had yesterday where they gave me breakdown of this new bill from December to July would result in a bill showing on my account today. It hasn't, so I've raised a complaint with Resolver. Unsurprisingly, my 4 previous complaints via Resolver are all with energy companies. A previous one with EDF, two with Ebico, one with Scottish Power.