EDF energy - PAYG cards no longer working :(

james123

Do energy companies not understand that some older people really struggle with change.  EDF have sent my elderly mother a letter today telling her not to use her "top up" card anymore. She now has a new number / barcode,  or to go online to pay. This sounds easy enough, but for someone that has used a key/card for the best part of 30 years, this seemingly simple change has come like a thunderbolt.
I initially (wrongly) thought it must be a scam, but no, she showed be the letter and there it is.
I've now had to talk through cutting out the barcode and sticking it on her physical card so the routine remains the same.
I just wish these companies would consider the unintended consequences when making changes.

I can not fathom how this is progress

 

BarelySentientAI

james123 said:

I can not fathom how this is progress

No longer needing to run two systems, one of which solely relies on a manual process through in-person transactions.

It will entirely be online eventually without a process for topping up at a "local outlet".  This is the preparatory stop gap.

It is an accepted consequence, not an unintended one.  The vast majority of people can cope quite happily, and bulk systems should not be based on the exception.