EDF bill does not reflect bank payments taken

wonkytechy

Hi peeps
I pay EDF by direct debit every month on the 5th. The credits on the  bills do not reflect the money taken from my account, with Julys payment completely missing. Then i looked at Dec to June bill and i realised that was incorrectly credited too. 
I have sent screenshots to EDF of the bank payments paid, and have had 4 very unsatisfactory replies in a week (kudos for replying but ive tried unsuccessfully to escalate to a manager). However they have admitted a new computer waa bought online in July. Ive said if they dont recredit me with missing monies then its the Energy Ombudsman next. 
Is anyone else seeing glaring errors on their bills right now, from June and July's payments or is it just me?
Thanks for reading 

QrizB

Have you followed EDFs complaint process? Only once you have exhausted that can you refer your problem to the Energy Ombudsman.

Mobtr

Are there any payments showing on your account? It could be to do with the dates used to credit your payments. 

On the old system, EDF would credit the payment when they first applied for it which is usually 3 working days before it actual comes out of your bank account. 

In your case, depending on what date the 5th falls on, in July it was a Wednesday,  it was probably credited on 30 June but only taken from your account on 5 July. 

If you have now migrated over to Kraken, they credit you with the payment on the day it’s received so Augusts payment would then show as 5 August giving the impression there was no July payment credited.
Or if you haven’t, migrated over yet, similar principle, 5 august was a Saturday so they would have applied for it on 1st August. Again giving the impression no July payment. 

If you look at your statement & the actual dates the payments are credited you should be able to marry them up with the payments that have come out of your bank account a few days later 

wonkytechy

Thanks for your replies.
My bill says 6 payments of £85 taken. They took 7.
£85 payment taken reflected in bill as £34. 
July payment of £34 completely missing on list of credits. June there. Aug there. Sep there 

Mobtr

Go onto your My Account. That gives you the dates the payments were credited and match up the payments against the money taken from your bank account - not forgetting the credited dates will be a few days before the money comes out of your bank account. You’ll probably find it’s all correct 

rjmachin

I have noticed that following the switch to the new system and getting a new account number, the payment history has disappeared with only a "1st August 2023 - Balance Transfer Credit" showing.

Gerry1

Always keep your own independent copies of bills.

It's not impossible that smaller companies may still go bust, and larger ones updating their ancient systems often delete all previous bills and replace them with a new one that lacks all the historical detail.

marshalldottydot

I joined EDF in my new home in May 23, my pay mayents started 1st June.  Every payment has gone out my bank account but according to EDF I've missed 7 payments of £197.   They all show on my bank statement of leaving account.   

MultiFuelBurner

marshalldottydot said:

I joined EDF in my new home in May 23, my pay mayents started 1st June.  Every payment has gone out my bank account but according to EDF I've missed 7 payments of £197.   They all show on my bank statement of leaving account.   

As per the original advice on this post (sadly the OP never returned)

Raise a complaint with EDF, have you done this already?

dogshome

I posted on M/Lewis about this problem way back in September - It affected not just my account but also two family members who's energy bills I monitor.

I'm in regular contact with an EDF customer responder who has put in writing that an error was made when they posted the missing D/Debits to the Old account numbers which were changed in June 2023, and they are still trying to work out.a fix, meanwhile every bill they have issued since is a work of fiction.

On accounts in Credit the end figure on the bill will be under stated, and on accounts in Debit the debt is overstated.

I felt worried about other instances and wrote to Ofgem, the answer I received was full A4 page of reasons why it wasn't their problem.

I live in a village which has a monthly news sheet, so I've put a notice in it asking for other residents with this problem to contact me, hopefully I'll get enough to make Ofgem get off their comfy chairs and get involved, particularly when they know I have sent the complete file to my MP

Robin9

marshalldottydot said:

I joined EDF in my new home in May 23, my pay mayents started 1st June.  Every payment has gone out my bank account but according to EDF I've missed 7 payments of £197.   They all show on my bank statement of leaving account.   

complaintresolution@edfenergy.com

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