Can anyone at EDF manage to process a change in direct debit source account?!

michaels

Now into month 6 - wanted to change the bank account my EDF direct debit was taken from

Not possible on line but supposedly via there whatsapp text chat.  First attempt gave new details, told account was changed, 4 week slater, money taken from original account not new one.

Complained, £20 good will, told all would be sorted for following month.

Same thing happened again next two months, after 4th month got £50 compensation and was told by a manager it was definitely done.

So this month instead they have just told me I have elected to pay not by direct debit so my price will go up.  I can supposedly set up a new direct debit at edfenergy.com/directdebitsetup but this link does not work just takes me to my account home page sp I am back to the purgatory that is whatsapp chat support.

But this should be so simple, changing the direct debit bank account, surely not an unusual request.  Why can't it be done online?  Why have the staff failed to do it 4 or 5 times?  Why have they now cancelled my DD and claimed I did so?!  !!!!!!

Hoenir

Cancel the existing direct debit with your bank. 

pseudodox

You can change your bank details in your online account.  Just go to Bills > Manage my DD

michaels

You may be able to, I don't have that option

michaels

Oh good, having cancelled my direct debit I can see they have increased my unit rate by 10% as well for the privilege of them not having a clue.

dunstonh

pseudodox said:

You can change your bank details in your online account.  Just go to Bills > Manage my DD

You can change bank details etc online with EDF if you are on Kraken.   If you are still on the old billing software then you can't.

pseudodox

dunstonh said:

pseudodox said:

You can change your bank details in your online account.  Just go to Bills > Manage my DD

You can change bank details etc online with EDF if you are on Kraken.   If you are still on the old billing software then you can't.

Thanks!  I have only changed banks once and I am reminded it was after the move to Kraken, so I would never have looked for an option previously.  Always useful to know these things

michaels

So another £50 compensation and another assurance by a complaint resolution manager that DD will be set up and taken form next month.  Believe it when I see it.

Desperately hoping I will get switched to Kraken and things will improve but currently likely to move to Octopus when my fix ends simply because of the hassle.