EDF Bill

bagyra

Hi,

Can someone please point me to the right direction where I can complain about EDF Billing. I have spent 3 hours on the phone to EDF today and nobody can explain to me why bills a so messed up. I have spent so much time looking at it and trying to work it out, finally got around it but what about people who are elderly ….? All I was getting from customer service that bills are generated automatically by the system and she could not explain to me why and how some of the numbers on my bill appeared. I thought all of this has been sorted and companies must provide clear and understandable bills. 

First page for example would have charges of £83.82 but then on the other page where detailed description is total would be £182.18. Its so confusing and wrong. I don't think this should be allowed. I am happy to post copy as an example but have at least 4 like this. Absolutely ridiculous.
  

la531983

Why don't you post the bill here removing any personal info. There may be a reasonable explanation. 

MeteredOut

EDF bills can be very confusing, particularly relating to how the £400/£67 government rebates that were paid into bank accounts were represented on the bill. If you can give more details, folk here will probably get you an answer quicker than working with EDF's complaints team (in the first instance, at least).

Their esclalations mailbox is: ComplaintResolution@edfenergy.com

bagyra

See below

Front page 

bagyra

Second page where charges calculated

bagyra

I understand how refunds work regarding £66/ £67, however i cant understand how my charges for this period where calculated, customer service could not either. And this is just the latest bill I got more like this

la531983

Can you tell us what supply area you are in please. That should be on your bill, it's a two digit number.

On face value it is split out into three because the rate (likely the government cap) changed twice in the period the bill covers, nothing unusual about that. I haven't checked if the unit rates are correct though and would need to know your region to do so. 

The charges look right too, it says 879 on the first screenshot and then it says 831 plus 48 (=879) on the second, so no issue there either. 

MeteredOut

-£33.35 (debit from previous bill) - £879.44 (charges this period) - £134.00 (paid into bank account) + £886.00 (payments) = -£160.79 (new debit balance)

Or is it the how the £879.44 is calculated you're querying?

matt_drummer

It is pretty clear how your charges for gas and electricity have been calculated, it couldn't be clearer in my opinion.

All that is missing from those pages is a deduction of £134.00 for the 2 x £67.00

But it's kind of obvious that they have deducted that from the charges.

The charges for electricity and gas are £965.18 (£351.37 + £613.81) = £965.18 - £134.00 = £831.18

Add VAT@ 5% and you get to total charges of £879.44


You started at -£33.35

Take off your payments and then add your refunds and charges and you get  (-£33.35 +£886.00 - £134.00 - £879.44) which equals -£160.79

You owe them £160.79.

Maybe they show the £134.00 deducted from your charges somewhere on other pages?

I can't see the problem with understanding it, even without the deduction of £134.00 from the charges it is obvious what they have done and why they have done it.

bagyra

matt_drummer said:

It is pretty clear how your charges for gas and electricity have been calculated, it couldn't be clearer in my opinion.

All that is missing from those pages is a deduction of £134.00 for the 2 x £67.00

But it's kind of obvious that they have deducted that from the charges.

The charges for electricity and gas are £965.18 (£351.37 + £613.81) = £965.18 - £134.00 = £831.18

Add VAT@ 5% and you get to total charges of £879.44


You started at -£33.35

Take off your payments and then add your refunds and charges and you get  (-£33.35 +£886.00 - £134.00 - £879.44) which equals -£160.79

You owe them £160.79.

Maybe they show the £134.00 deducted from your charges somewhere on other pages?

I can't see the problem with understanding it, even without the deduction of £134.00 from the charges it is obvious what they have done and why they have done it.

£134 should not be deducted as this is the gov payment so irrelevant and never before it was deducted.

I was questioning EDF how £879.40 was calculated and they could not explain to me how this figure was calculated.

QrizB

bagyra said:

I have spent so much time looking at it and trying to work it out, finally got around it but what about people who are elderly ….?

What about people who are elderly?

We're old, not stupid.

"People who are elderly" sent astronauts to the moon, **walked on the moon**, designed and built most of the world's nuclear reactors, and managed perfectly well long before everyone had a supercomputer in their pocket.

I would not be at all surprised if the over 60s are generally better at mental arithmetic than the under 30s.

QrizB, channeling his inner grumpy old man.