Beware EDF Gas billing

dogshome

With the bloodbath of suppliers going broke, I and the two other households who's bills I monitor,

ended up being SoLR'd to EDF and the joy of their just two Gas bills a year.

However in June 23 they started sending monthly Gas bills in the usual format with Page 1 listing any Debit/Credit on the last bill, the D/Debits collected since that bill and the new bills total.

However, on both of the bills to the other households they failed to list the D/Debit they had taken in September, which means that bill and the following October bill are pure fiction as to the state of any Credit/Balance on the account.

To have this same problem on 2 bills to different households has the whiff of a software Glitch,

so check & re-check EDF Gas bills

dunstonh

ended up being SoLR'd to EDF and the joy of their just two Gas bills a year.

We take it from that you haven't been moved to Kraken yet? 
EDF are migrating customers to Kraken in tranches over this year.  Kraken is monthly billing.

However in June 23 they started sending monthly Gas bills 

That would indicate you are on Kraken unless you moved to variable DD.

However, on both of the bills to the other households they failed to list the D/Debit they had taken in September, which means that bill and the following October bill are pure fiction as to the state of any Credit/Balance on the account.

A direct debit can take upto 7 days to show at the originator.  Initially it shows as pending and then once cleared, they use the date it was collected.    The billing date and the direct debit date may not be a good sync if you want it to show immediately.  You may be able to change the billing date to allow enough time for the direct debit to show.   However, you can change the direct debit date online.

To have this same problem on 2 bills to different households has the whiff of a software Glitch,
so check & re-check EDF Gas bills

Is it a glitch or is it just a consequence of the delay in clearing cycles and your billing date.  If it appears the following month then its not a glitch.

EssexHebridean

have you had the October bills yet? what do those show?

dogshome

It is a software Glitch

I number each bill and this is the history of just one of the 2 customers involved. 

Bill 5 covering 21 June to 19 Sept lists 3 D/Debit payments taken on 28 June, 27 July & 29 August.

Bill 6 covering 19 Sept to 30 Sept listed no D/Debits taken

Bill 7 covering 1 Oct to 30 Oct showed just one D/Debit taken on October 2

However the Bank Statements of the 2 customers concerned, show that EDF took D/Debits in early September which are not listed on the statements

  

TheMilkmansDad

the dates of the above seem to appear that the DD leaves your customers account at the end of the month or have they recently changed the DD date. As above - the date it debits your bank and credits the account on EDF may not be the same.

To me it looks correct Bill 5 shows the DD's at the end of months June, July & August. EDF migrated to Kraken.  DD debiting end of September not credited until start of October which matches bills 6 & 7. Or am I missing something?

ScribesWrr

We’ve been with EDF having been transferred when our previous supplier went ‘pop’.  Bills have become much more difficult to understand with random DDRs appearing on my account without any pre-notification.  The details on the EDF App often bear little resemblance to the online website for my particular anccount.  An extra DDR recently appeared on the account although the ‘latest’ statement showed a credit in excess of £2K.  The online facility using Wjhat’s App to contact the company takes days to get any response and the latest discussion on What’s App has taken three weeks without any progress being made.  Phone calls to customer services don’t appear to be any more productive.  Anyone considering signing up with EDF needs to consider this very carefully.  Am I the only one to have bad experiences with EDF.

dunstonh

It is a software Glitch

Based on your dates, it is not a glitch.   The statements are being generated at or around the time the money has been taken from the bank account but yet to arrive at EDF.

Mobtr

dogshome said:

It is a software Glitch

I number each bill and this is the history of just one of the 2 customers involved. 

Bill 5 covering 21 June to 19 Sept lists 3 D/Debit payments taken on 28 June, 27 July & 29 August.

Bill 6 covering 19 Sept to 30 Sept listed no D/Debits taken

Bill 7 covering 1 Oct to 30 Oct showed just one D/Debit taken on October 2

However the Bank Statements of the 2 customers concerned, show that EDF took D/Debits in early September which are not listed on the statements

  

No it’s not a software glitch. It sounds like you have been transferred to the new system as you are getting monthly bills now. 

With the old system, EDF would credit the  account with the payment when they applied for it, usually about 3 days before it would be debited from the bank account. Therefore the June payment credited 28th would probably show on the bank account for approx 1st July, the 27 July would be 1st Aug & the 29 Aug would be debited on 01 Sept. 

On the new system, the payment is only credited on the date it is received so the next payment would be 1 October, giving the impression there was no payment credited in September. 

If you check the dates on the statements against the dates taken from the bank account you should see that it is correct 

EssexHebridean

OP - perhaps try comparing the NUMBER of DDs taken from the bank accounts with the number which appear on the energy bills? 

dogshome

Have Complaint Rules changed?

Both of the households have made a complaint, one by Email on 24th Nov, and the other by letter posted on 9th Nov.

It's a long time since I've been involved in a complaint, but in those days the supplier was duty bound to contact the customer with the registered Complaint number within 10 days, and the 8 week timeline to involve the Ombudsman ran from the date the complaint was registered'

To date, ( 9th December ), not a single communication in any form has been received by either of the two customers

Robin9

What email address did you use ?

You need to use

complaintresolution@edfenergy.com