Switch being rejected - Due to EDF System Changes

BigBlueSky

Following issues I have been having with EDF I put in a request to move to another supplier.

The new supplier informs me that the request has been rejected as the national database shows that I have switched two days ago from EDF Energy to EDF Energy - Which doesn't make sense.

The national database shows that my supplier was EDF Energy (Supplier code LOND) and then changed to EDF Energy (Supplier code EDFE) two days ago.  Because of this it won't let me switch again for a month.

This is clearly caused by some internal changes being made at EDF but was wondering if anyone else has been experiencing this - I assume I can't be the only one.

la531983

EDF customers have likely been moved over to the Kraken billing system, which may explain it.

MattMattMattUK

BigBlueSky said:

Following issues I have been having with EDF I put in a request to move to another supplier.

The new supplier informs me that the request has been rejected as the national database shows that I have switched two days ago from EDF Energy to EDF Energy - Which doesn't make sense.

The national database shows that my supplier was EDF Energy (Supplier code LOND) and then changed to EDF Energy (Supplier code EDFE) two days ago.  Because of this it won't let me switch again for a month.

EDF are currently transitioning their back end systems from a legacy system to Octopus's Kraken system, the issue is that your request to switch will have happened whilst you are being transitioned. 

BigBlueSky said:

This is clearly caused by some internal changes being made at EDF but was wondering if anyone else has been experiencing this - I assume I can't be the only one.

Other people will, but the number of people switching at the moment is very low as in general there is no cost saving by switching supplier so there will be very few people impacted and they will just wait a month then try again. 

pseudodox

I was moved within EDF last month to the Kraken model, and when I queried an estimated reading on my account described as "change of supplier" it was confirmed this internal move did register as a change.  They removed the estimated reading when they billed me on my submitted figures.  Perhaps wait until you have had a bill update then try again as they say next month.  You should have a new account number allocated by EDF - watch out for the email advice as you have to register with a new password for your online account/app.

BigBlueSky

pseudodox said:

I was moved within EDF last month to the Kraken model, and when I queried an estimated reading on my account described as "change of supplier" it was confirmed this internal move did register as a change.  They removed the estimated reading when they billed me on my submitted figures.  Perhaps wait until you have had a bill update then try again as they say next month.  You should have a new account number allocated by EDF - watch out for the email advice as you have to register with a new password for your online account/app.

Thanks - I've already got a new login and new account number.

I've since spoken to their overseas call centre who assure me the new supplier will be able to re-request the switch from Monday - I'm not holding my breath though.

badmemory

Sorry but why should we have to wait to switch because they have made internal changes.  They could all do this once a month just to prevent us from switching & don't tell me that some of them wouldn't do just that.

dunstonh

Sorry but why should we have to wait to switch because they have made internal changes.

Why shouldn't you have to wait?    The reason is logical.  

They could all do this once a month just to prevent us from switching & don't tell me that some of them wouldn't do just that.

A change like this is probably around a 1 in 25 year thing and you are only stopped you for a short period.

The new supplier informs me that the request has been rejected as the national database shows that I have switched two days ago from EDF Energy to EDF Energy - Which doesn't make sense.

It does make sense as its a move from an in-house IT system to a third party IT system.    You see this an awful lot in other areas of retail (including financial services) where they give up their in-house system.

This is clearly caused by some internal changes being made at EDF but was wondering if anyone else has been experiencing this - I assume I can't be the only one.

I am with EDF and ours was moved to Kraken earlier this week and the messages were quite clear that there would be a gap where you couldnt switch.    However, I have no intention of switching as EDF have the lowest rate.   I hate their administration but Kraken should resolve the bulk of that, provided they do not configure it badly.

[Deleted User]

badmemory said:

Sorry but why should we have to wait to switch because they have made internal changes.  They could all do this once a month just to prevent us from switching & don't tell me that some of them wouldn't do just that.

Don’t tell me they will. This is just an internal business change, the details of which have to be recorded on the two National databases. If suppliers started changing details on the two databases every month to stop people from switching, it would not go un-noticed by the industry. Yes, it is unfortunate timing for the OP but the same thing happened to everyone who was SoLRd. Switches were banned for 28 days post the SoLR becoming the nominated supplier. In effect this was a switching block for about 38 days.

BigBlueSky

dunstonh said:

I am with EDF and ours was moved to Kraken earlier this week and the messages were quite clear that there would be a gap where you couldnt switch.    However, I have no intention of switching as EDF have the lowest rate.   I hate their administration but Kraken should resolve the bulk of that, provided they do not configure it badly.

Thanks for the detailed reply, it is appreciated as always.

Yes, mine also said "Just to let you know, you won't be able to switch suppliers while we set you up, which'll take around five days."

This was around 14 days ago and I've had access to the new online account since around 10 days ago.  I put in the request to switch last night so the 5 days doesn't match up.

Swipe

Their new billing system is useless. They billed me on their 2000+ unit over estimate even though my smart meter gave them an accurate readings 3 days later and they failed to recalculate based on the accurate reading. Also they should have applied a subsequent smart meter reading before the billing date but the last one they registered was 18th August and my latest bill was 19th September. They should really be applying a smart meter reading a day before the bill is due. No excuse really when they collect them once a day.

[Deleted User]

Their new billing system is useless.

I find that surprising as they are now using the Kraken Technologies platform around the World: Octopus Energy has supply operations in the United Kingdom, France, Germany, Italy, Spain, Australia, Japan, New Zealand and the United States. In the UK, Kraken is being used by 4 suppliers. 

Clearly, I cannot comment on how EDF has decided to implement the billing system change reading but I doubt that it has anything to do with the billing platform. In truth, does it actually matter: you will only be billed for the standing charge until your meter index reading passes the change reading?