EDF Energy Feed in Tariffs - We are making some changes

inspectorperez

For the last 14 years or so, every 3 months I receive an email reminder from EDF to provide a solar meter reading for the purpose of receiving my FIT payment.

Last week, I received an email purportedly from EDF with the subject header "We're making some changes". This email which is not addressed to me by name, unlike all previous emails, advises that my FIT account has been upgraded and now has a new number.

A subsequent email received this morning, again not addressed to me by name, provides a link to a form to insert my registered FIT number and the current solar reading. Strangely, if you follow the link, there is a notice advising that EDF are currently experiencing problems with this particular form

I am second guessing that this may be related to the EDF switch to Kraken back office platform, but am not impressed with the way this switch is being rolled out in terms of security.

Are there any other readers in a similar position please and if so, are you satisfied that this is a genuine communication from EDF?

mmmmikey

I got it exactly the same emails. The link on today's email takes you to the same site as the previous emails so all looks ok to me. I last got paid in May and the money was in my account within a few days of submitting the reading, it will be interesting to see if they are as good with the new system.

Nickvale

Yes, I got the same email, and have just called them as I've not received any payment for my June reading - usually I get the notification in four days and payment very shortly afterwards. After waiting 25 mins I talked to an advisor, who told me the amount I'd be getting (which sounded correct), told me also I'd get the notification in the next day or so, and finally they'd be sending me a cheque in the next few days and would soon ask me for my bank details. I queried why a cheque - BACS has been working fine for the last 12 years and a cheque through the post is inconvenient and unreliable - and why do they need my bank details as they already have them. She said it was because of the 'upgrade', which I said sounded more like a downgrade to me. Not happy. 

mmmmikey

Nickvale said:

Yes, I got the same email, and have just called them as I've not received any payment for my June reading - usually I get the notification in four days and payment very shortly afterwards. After waiting 25 mins I talked to an advisor, who told me the amount I'd be getting (which sounded correct), told me also I'd get the notification in the next day or so, and finally they'd be sending me a cheque in the next few days and would soon ask me for my bank details. I queried why a cheque - BACS has been working fine for the last 12 years and a cheque through the post is inconvenient and unreliable - and why do they need my bank details as they already have them. She said it was because of the 'upgrade', which I said sounded more like a downgrade to me. Not happy. 

Thanks for the update - was going to call them myself for the same reason, but will hold fire now for a week or so and see what happens. Sending out cheques and asking for bank details again does sound like a backward step - let's hope they quickly get back to the superb service they offered before.

inspectorperez

Interesting to read the above comments.

The spin EDF have put on this is that it is an upgrade to benefit the customers. Certainly doesn't sound like it to me and I am still waiting for my June reading invoice and payment which would ordinarily have been completed last week based on a 1 June submission of the reading..

I have noticed that the new FIT account number has now been added to my EDF app but none of the fields have been populated with information yet apart from the property address. Confess to being a bit surprised if it is to be a piecemeal migration as I would have expected fields to be merged in an organised way by means of a field map and therefore all done at once.

Can't believe they are issuing cheques and will wait and see what happens.

inspectorperez

Just an update to my last post after speaking to EDF.

Apparently the old system and new systems are not "speaking" to each other. The challenge is expected to be sorted out in the next few weeks. To me that sounds suspiciously like all of the customer standing data is to be re-entered into the new system.

In the meantime, EDF took my meter reading again and will send me a cheque in the next 5 days. And that's progress folks!

vic_sf49

Yep, had the same email, on the 29 May.

Readings submitted via email on 01 Jun, as the online form wasn't working and/or hadn't been updated. 

Statement issued on 07 Jun. 

10 Jun today, so probably a bit early for money to hit my bank account, assuming it's going directly to that as usual, and not coming via cheque. 

Ectophile

I submitted a reading on the 2nd June, and got the usual automatic reply confirming the reading.  But I haven't heard anything else since.

They were usually very fast in paying.

vic_sf49

Cheque received today, rather that the usual bank transfer. 

I've emailed to see if I need to do anything, to revert back to that method of payment.

vic_sf49

Reply received in under 2 minutes. 

They should be reverting back to payments via bank transfer, for the next payment.

They're having issues at the moment, so I suspect that it's the account migration causing a bit of a faff. 

mmmmikey

Just got an email from EDF that says this:

"We recently transferred your account to our new system, but unfortunately, we’re experiencing some difficulties sending your payments. We want to make sure you’re paid as quickly as possible, so we’ll be sending you a cheque for the energy you’ve generated, until we’ve fixed the issue.

It can take up to 14 working days after we receive your meter reading for your cheque to arrive. We’re really sorry about this and we’re working hard to ensure you get paid as quickly as possible!"

I haven't chased at all - in my case I wasn't due my next payment for another couple of months so no reason for complaint.

I vaguely remember cheques - believe they are an old-fashioned payment method that used to be common a few decades ago - will have to work out what to do with it