EDFs ability to fail to do anything

Mobtr

Guss said:

Mobtr said:

What type of meter do you have, is it already a smart meter?  If it’s not you should be able to book an appointment via your online account. If you want to get it dealt with by someone in the UK then email complaintresolution@edfenergy.com. Email photos of your meter showing the readings & you should get things corrected. 

Unfortunately it's a  SMETS1 Landis+Gyr E470.

That’s a shame. You should definitely email the complaints team though. Should be able to get everything sorted out that way. Might take a few days to get back to you depending on how busy they are 

Gerry1

Guss said:

Mobtr said:

What type of meter do you have, is it already a smart meter?  If it’s not you should be able to book an appointment via your online account. If you want to get it dealt with by someone in the UK then email complaintresolution@edfenergy.com. Email photos of your meter showing the readings & you should get things corrected. 

Unfortunately it's a  SMETS1 Landis+Gyr E470.

Be aware that umpteen meters have that name.  It's effectively generic, which can be very confusing if there's no associated image.

Grumpy_chap

I sympathise with the OP's plight - getting EDF to do anything correctly is impossible.

As well as the complaintresolution@edfenergy.com email, I have taken to cc'ing the CEO:
[Email removed by Forum Team]

I note the OP is considering leaving EDF.  I wish them luck.  My experience is that EDF block transfers.  I suppose they must be making enough money from unhappy customers that they are still valuable to the company.  There must be a log on the account of the number of complaints each customer is making.  Given the number of complaints I have made, you'd think they would be pleased to see the back of me, but they desperately block any attempt to leave.  Unless, things are so bad at EDF that what I think makes me a "frequent complainer" is actually a "satisfied customer" in EDF's eyes.  Maybe I need to complain more?

ArbitraryRandom

@Grumpy_chap

Have they given you a reason for blocking you leaving? (They're required to tell you why, so if they haven't then you should complain)

Most commonly it's for things like owing a debt on the account or if you're in a fix and need to pay a fee, which are things you should hopefully be able to address so you can move.  

Mobtr

Grumpy_chap said:

I sympathise with the OP's plight - getting EDF to do anything correctly is impossible.

As well as the complaintresolution@edfenergy.com email, I have taken to cc'ing the CEO:
[Email removed by Forum Team]

I note the OP is considering leaving EDF.  I wish them luck.  My experience is that EDF block transfers.  I suppose they must be making enough money from unhappy customers that they are still valuable to the company.  There must be a log on the account of the number of complaints each customer is making.  Given the number of complaints I have made, you'd think they would be pleased to see the back of me, but they desperately block any attempt to leave.  Unless, things are so bad at EDF that what I think makes me a "frequent complainer" is actually a "satisfied customer" in EDF's eyes.  Maybe I need to complain more?

What was the reason they wouldn’t let you switch? There’s only 2 main ones I am aware of, if you have a debt which is more than 28 days old or if you have been migrated onto their new system you can’t change to another supplier for 28 days. 

If you’re that unhappy with them why are you still with them? 

Guss

Does anyone know how far back can I get bills for our gas and electricity from EDF? When I log into my EDF account it only goes back to Nov 2022 and I'd like to go back at least another year e.g. Nov 2021 and earlier if possible. I will be contacting them this week to try and get this information but I'd like input from you folk first.

Guss

One more thing. Would anyone know if the readings we submitted via the EDF mobile app that EDF completely ignored when billing us are also available as we didn't keep a record

ArbitraryRandom

Guss said:

Does anyone know how far back can I get bills for our gas and electricity from EDF? When I log into my EDF account it only goes back to Nov 2022 and I'd like to go back at least another year e.g. Nov 2021 and earlier if possible. I will be contacting them this week to try and get this information but I'd like input from you folk first.

For accounting purposes, I'd expect them to keep the records for at least 6 years (assuming you've been with them that long, of course). 

Guss said:

One more thing. Would anyone know if the readings we submitted via the EDF mobile app that EDF completely ignored when billing us are also available as we didn't keep a record

I don't know how EDF's system works, but I'd suggest you specifically request them if you want them - they 'should' be available if submitted correctly. 

Please also submit your request in writing (email is fine) so you have a record of what you asked for/what was provided. 

Guss

ArbitraryRandom said:

Guss said:

Does anyone know how far back can I get bills for our gas and electricity from EDF? When I log into my EDF account it only goes back to Nov 2022 and I'd like to go back at least another year e.g. Nov 2021 and earlier if possible. I will be contacting them this week to try and get this information but I'd like input from you folk first.

For accounting purposes, I'd expect them to keep the records for at least 6 years (assuming you've been with them that long, of course). 

Guss said:

One more thing. Would anyone know if the readings we submitted via the EDF mobile app that EDF completely ignored when billing us are also available as we didn't keep a record

I don't know how EDF's system works, but I'd suggest you specifically request them if you want them - they 'should' be available if submitted correctly. 

Please also submit your request in writing (email is fine) so you have a record of what you asked for/what was provided. 

Thanks. It does make sense they keep them for 6 years in case they need to chase arrears when taking people to court.

Yes we used their mobile app to submit them. I will update.

VTechnician

EDF = Abysmal Customer Service Issues Management System and Sneaky 'Final Bill' (my own personal experience).

I moved from EDF in this month after a litany of awful WhatsApp comms and actually having been lied to on at least one occasion.
The operators' use of English is awful. At least one confirmed that English was not their first language.
They Fail to read any of my previous dialogue. Hence, they invariably ask repeat questions that are completely out of context. 

On moving to Your Co-Op Energy (Octopus) I was issued two Final Bills from EDF, seven days apart.
First one agreed perfectly with my SMETS2 data for both periods Oct-Dec and Jan-13 Feb. ..................Tick! Satis!
Switch-over day was 14 Feb.
The second Final Bill was now short by a couple of KWh for Oct-Dec, compared to my SMETS 2 data.
EDF had sneakily shifted those KWh to the more expensive Jan1 2024, tariff and added the whole day for 14 Feb.

OK that only amounted to a couple of extra quid, but if they re-shuffle the historic 'readings' of up to 250,000 (5%) of customers each year as they close their EDF accounts, then that adds up to a whole lot of sneaky extra revenue.
Watch out! 

EDF probably expects that the customer will not bother challenging them, as it costs too much in terms of time dealing with such an abysmal issues management system that the customer is prepared to lose a couple of quid for the priviledge!