EDFs ability to fail to do anything

Guss

We are unfortunately with EDF. We've been getting estimates even though we've sent them readings umpteen times which they ignore. One of the readings Rate 2 doesn't budge but Rate 1 does. We've highlighted this issue several times to no avail.

• We've talked to their first line support agents in the South African call centre several times
• I've spoken to a manager and been given a reference number after above failed to provoke any action
• We've taken numerous photos of our meter to prove readings and verify meter ID on several occasions
• We've been promised call backs by their engineering team to look at meter replacement

The sum total action by EDF is zero, nada, zilch after spending hours texting, calling, photographing!! This is without doubt a company with serious internal operational issues. So I've taken the decision to move to another supplier which means based on the current readings they will owe us a tidy sum.

How do I go about this? Will the final meter reading be honoured? Since they've done SFA to respond to our issues.

I've seen mentioned somewhere there is such a thing as a subject access request for the call recordings. Can I get these from EDF and can we get a record of all texts, emails sent to them to prove it's not for lack of trying on our part?

Robin9

Have you made a formal written complaint to

complaintresolution@edfenergy.com


Your are wasting your time talking to CS

MultiFuelBurner

You might as well try and leave them, you can still raise an ombudsman complaint after you leave to get satisfaction.

If they believe you owe them a large sum of money they may block the move.

More qualified responses to come I am sure but to add we don't call energy suppliers anymore we like to keep it all recorded by email/twitter etc.

Guss

I presume if I move to say Octopus Energy which seems to have a good customer rating the bill would have to be settled once and for all, which would mean they would have to take a reading and accept it. I don't trust EDF and I believe they are incompetent but I don't want to end up in a situation where they mess us about so am wondering how to proceed so they are backed into a corner and have to accept the readings from our meter. They've had over a year to sort this out and did nothing.
We are in credit btw.

Alnat1

You give the reading to your new supplier and they sort it all out. There is an industry check on the figure which might change it a bit but both suppliers have to use that same reading.

If the industry reading is a bit over the actual meter reading your old supplier would charge you to this number of units. The new supplier would not start to charge for the units until the meter passes that figure.

MultiFuelBurner

Remember to take photos on switch day they are then your end readings. Ideally with something dated next to the meter just incase

Guss

Alnat1 said:

You give the reading to your new supplier and they sort it all out. There is an industry check on the figure which might change it a bit but both suppliers have to use that same reading.

If the industry reading is a bit over the actual meter reading your old supplier would charge you to this number of units. The new supplier would not start to charge for the units until the meter passes that figure.

We are currently about £1300 in credit and with the current over estimate they owe us another very roughly £1000. So if I understand you correctly the new supplier would not be able to charge us until our meter has actually caught up with the over-estimate value. Is this how it works then?

[Deleted User]

Guss said:

Alnat1 said:

You give the reading to your new supplier and they sort it all out. There is an industry check on the figure which might change it a bit but both suppliers have to use that same reading.

If the industry reading is a bit over the actual meter reading your old supplier would charge you to this number of units. The new supplier would not start to charge for the units until the meter passes that figure.

We are currently about £1300 in credit and with the current over estimate they owe us another very roughly £1000. So if I understand you correctly the new supplier would not be able to charge us until our meter has actually caught up with the over-estimate value. Is this how it works then?

If the industry-agreed meter reading on switch is higher than the actual meter reading then you would only pay the new supplier's standing charge until the actual index exceeds the switch reading. If there is a credit balance this will be refunded to you by the only supplier. It has 6 weeks from the date of the switch to issue a Final Bill.

All that said, you may be in Agreed Readings Dispute territory here. If the industry-agreed switch reading is different from the actual reading then either supplier can initiate a dispute. Why - because the longer the period between actual meter readings the greater the possibility of error: particularly. if there is a large credit balance in play. 

"According to energy industry rules, your reading must have a difference of more than 250 electricity units (kWh) for an electricity reading, or a difference of 39 imperial gas units (you'll see ft3 on the meter) or 125 metric gas units (you'll see m3on the meter) for a gas reading. Anything less than this means that the estimate is sensible and could reasonably have been a reading taken around the time of your switch, and the difference to you in cost will be very small."

Scrounger

Guss said:

We are unfortunately with EDF. We've been getting estimates even though we've sent them readings umpteen times which they ignore. One of the readings Rate 2 doesn't budge but Rate 1 does. We've highlighted this issue several times to no avail.

@Guss , Have you considered asking EDF to fit a smart meter?   

That should solve the problem without the need to change supplier.

Scrounger

Gerry1

Scrounger said:

Guss said:

We are unfortunately with EDF. We've been getting estimates even though we've sent them readings umpteen times which they ignore. One of the readings Rate 2 doesn't budge but Rate 1 does. We've highlighted this issue several times to no avail.

@Guss , Have you considered asking EDF to fit a smart meter?   

That should solve the problem without the need to change supplier.

Scrounger

Not if the final readings turn out to be much higher than expected and the iffy meter has gone to landfill.

Scrounger

Gerry1 said:

Scrounger said:

Guss said:

We are unfortunately with EDF. We've been getting estimates even though we've sent them readings umpteen times which they ignore. One of the readings Rate 2 doesn't budge but Rate 1 does. We've highlighted this issue several times to no avail.

@Guss , Have you considered asking EDF to fit a smart meter?   

That should solve the problem without the need to change supplier.

Scrounger

Not if the final readings turn out to be much higher than expected and the iffy meter has gone to landfill.

IME, the meter is photographed and the final readings recorded on a sticker prior to the meter being changed.

I can't see EDF disputing those figures obtained by their own agent (regardless of what becomes of the meter).


Scrounger