EDF Energy Feed in Tariffs - We are making some changes

MEVW62

inspectorperez said:

MEVW62 said:

Another non-recipient of payment here. Our Q2 figure was submitted on 28 June. Since then, we've had a variety of email messages and a couple of 'invoices' promising payment in five days but no payment via any means, for that quarter or for the 5 September reading.

When I tried phoning in mid-July after waiting for the 'up to 14 days' for a cheque promised in an email sent in response to the reading, I was given a different number to call for FiT matters. That number had a recorded message saying it was 'out of use' but inviting me to text, which I did.

We've had three or four text exchanges since, promising cheques at various points, and a resumption of BACS from September, but no payment. Now they are over the statutory 90 days for the first instalment they are not replying at all. I also note that the wording is now more vague about when payments will be made, so it looks like they're going from the four or five working days that we've had for the last nine years and stringing it out to 90 days or more, which I think is unacceptable.

If anyone here has a phone number that gets through to an actual human I'd be most grateful. After that, it's report to Ofgem time, we're owed over £400 now.

If you can allow a light hearted moment, you might care to remind yourself of this message assuming you have read it already.

https://www.edfenergy.com/energywise/improving-customer-products-services

Yes, we got that in an email, thanks. I'm not sure how extending payment time from five to 90+ (and counting) days is helping customers 'keep up'... unleashing the Kraken doesn't seem to have helped us, though it probably benefits EDF's cashflow.

From some very helpful posts earlier in this thread, it looks like we should perhaps move our FiT to Octopus, as we're customers already and have the requisite smart meter.

MEVW62

Sunnydays24 said:

If nothing received tomr i will call again..but what can we actually do..trust what they say & hope they pay

Check that they do still have your bank details. I finally got through to someone who was at least trying to be helpful and it turned out that my account details they'd been using since 2015 had not been transferred into their new system.

CvPiper

MEVW62 said:

Sunnydays24 said:

If nothing received tomr i will call again..but what can we actually do..trust what they say & hope they pay

Check that they do still have your bank details. I finally got through to someone who was at least trying to be helpful and it turned out that my account details they'd been using since 2015 had not been transferred into their new system.

Have you actually now received payment then? @MEVW62 @Sunnydays24

MEVW62

CvPiper said:

MEVW62 said:

Sunnydays24 said:

If nothing received tomr i will call again..but what can we actually do..trust what they say & hope they pay

Check that they do still have your bank details. I finally got through to someone who was at least trying to be helpful and it turned out that my account details they'd been using since 2015 had not been transferred into their new system.

Have you actually now received payment then? @MEVW62 @Sunnydays24

Nope. I was promised a cheque for both Q2 and Q3 (totalling over £400) over a week ago and still nothing. Wondering what legal recourse I have as EDF is now outside its own terms of 90 days max for Q2 and therefore is in breach of contract

CvPiper

MEVW62 said:

CvPiper said:

MEVW62 said:

Sunnydays24 said:

If nothing received tomr i will call again..but what can we actually do..trust what they say & hope they pay

Check that they do still have your bank details. I finally got through to someone who was at least trying to be helpful and it turned out that my account details they'd been using since 2015 had not been transferred into their new system.

Have you actually now received payment then? @MEVW62 @Sunnydays24

Nope. I was promised a cheque for both Q2 and Q3 (totalling over £400) over a week ago and still nothing. Wondering what legal recourse I have as EDF is now outside its own terms of 90 days max for Q2 and therefore is in breach of contract

Finally paid, by CHAPS after around 50 days…

MEVW62

Update for anyone still following (or waiting). I reported EDF to the Energy Ombudsman on 23 October which produced some action. I received a cheque for Q2 and Q3 (after being promised BACS payment by their text-based customer service) on 6 November, so more than 120 days for Q2 and over 60 for Q3, plus an offer of a £50 'goodwill' credit but no explanation how or when that might be paid.

keirsatanthethird

Well done MEV. I sent a meter reading in over 2 months ago it was immediately rejected - ot was out of expected range . It wasn't so I sent it in again. 2 weeks later heard nothing so I sent an email explaining what had happened and offering further info if required. Auto response highlighted my account as priority customer. 4 more weeks no response at all so I phoned and was told payment was calculated but awaiting manual authorisation which he said he would do immediately, ten seconds later email with payment details, promise of payment within the week.2 weeks later no joy, no money, phoned again. Was told there there was no apparrent reason for any hold up and the problem would be passed upstairs for investigation. 7 days later still nothing. The next readingis due in the next week.

There is an old saying, if it aint broke don't fix it. EDF took a perfectly good working system and have made it into a calamity. On purpose.Was this deliberate to phase in slow payments, or are they just useless? Heads need to roll.

inspectorperez

keirsatanthethird said:

Well done MEV. I sent a meter reading in over 2 months ago it was immediately rejected - ot was out of expected range . It wasn't so I sent it in again. 2 weeks later heard nothing so I sent an email explaining what had happened and offering further info if required. Auto response highlighted my account as priority customer. 4 more weeks no response at all so I phoned and was told payment was calculated but awaiting manual authorisation which he said he would do immediately, ten seconds later email with payment details, promise of payment within the week.2 weeks later no joy, no money, phoned again. Was told there there was no apparrent reason for any hold up and the problem would be passed upstairs for investigation. 7 days later still nothing. The next readingis due in the next week.

There is an old saying, if it aint broke don't fix it. EDF took a perfectly good working system and have made it into a calamity. On purpose.Was this deliberate to phase in slow payments, or are they just useless? Heads need to roll.

This is very disappointing to hear.

A number of contributors were previously advocating patience while the new platform migration took place. We are now well down the line in time terms and it seems that there is still no improvement.

The previous system worked like clockwork and perhaps EDF did over deliver in the way that everything was done promptly.

My next reading submission is due 1 December, so it will be interesting to see what the timeframe is for payment and whether it lands by BACS.

Having had problems with EDF on new smart meter installation, this is just another problem customers could do without.

mmmmikey

keirsatanthethird said:

Well done MEV. I sent a meter reading in over 2 months ago it was immediately rejected - ot was out of expected range . It wasn't so I sent it in again. 2 weeks later heard nothing so I sent an email explaining what had happened and offering further info if required. Auto response highlighted my account as priority customer. 4 more weeks no response at all so I phoned and was told payment was calculated but awaiting manual authorisation which he said he would do immediately, ten seconds later email with payment details, promise of payment within the week.2 weeks later no joy, no money, phoned again. Was told there there was no apparrent reason for any hold up and the problem would be passed upstairs for investigation. 7 days later still nothing. The next readingis due in the next week.

There is an old saying, if it aint broke don't fix it. EDF took a perfectly good working system and have made it into a calamity. On purpose.Was this deliberate to phase in slow payments, or are they just useless? Heads need to roll.

I can understand your frustration, but it really isn't as simple as if it aint broke don't fix it. Old computer systems become more and more expensive to maintain and it isn't practical to keep 15 or 20 year old systems running forever. You get to the stage where if something breaks or fails there is no way to get it working again, so well run businesses replace their aging IT before it gets to that stage. There's also the issue of ever greater security risks and the need to constantly keep updating to system in order to ensure an adequare level of protection, keeping in mind that this is a payment system that stores customers' bank details. Not all older technology is able to provide the level of security that we, as customers, now demand. So really not much choice but to keep upgrading.

Of course, that's no excuse for the shockingly bad customer service you have received.

mmmmikey

inspectorperez said:

keirsatanthethird said:

Well done MEV. I sent a meter reading in over 2 months ago it was immediately rejected - ot was out of expected range . It wasn't so I sent it in again. 2 weeks later heard nothing so I sent an email explaining what had happened and offering further info if required. Auto response highlighted my account as priority customer. 4 more weeks no response at all so I phoned and was told payment was calculated but awaiting manual authorisation which he said he would do immediately, ten seconds later email with payment details, promise of payment within the week.2 weeks later no joy, no money, phoned again. Was told there there was no apparrent reason for any hold up and the problem would be passed upstairs for investigation. 7 days later still nothing. The next readingis due in the next week.

There is an old saying, if it aint broke don't fix it. EDF took a perfectly good working system and have made it into a calamity. On purpose.Was this deliberate to phase in slow payments, or are they just useless? Heads need to roll.

This is very disappointing to hear.

A number of contributors were previously advocating patience while the new platform migration took place. We are now well down the line in time terms and it seems that there is still no improvement.

The previous system worked like clockwork and perhaps EDF did over deliver in the way that everything was done promptly.

My next reading submission is due 1 December, so it will be interesting to see what the timeframe is for payment and whether it lands by BACS.

Having had problems with EDF on new smart meter installation, this is just another problem customers could do without.

Not sure I'd agree that there's been no improvement. The second payment with the new system arrived much quicker than the first for many (most?) customers, and was paid by BACS with 2 or 3 weeks. 

Time will tell how well the third payment goes. I think I'll sacrifice a goat to the IT Gods as a precaution. It'll have to be a goat because there are very few virgins where I live. Hmmm - although perhaps the done thing is now to offer up a vegetarian option......???