EDF complaint ongoing from incorrect tariff

T_Zapps

Please help us. We have been battling EDF over our incorrect tariff for over a year. In December 2023 we finally got a reversal of our overpayment and adjustments to our overpaying tariff were then set up. Our refund was issued in April 2024. Our balance up to  a bill  issued in the middle of June 24 stated that we had a balance of zero after we had set up a standing order. However on the 1st of July a credit balance of over £4000 started to show on our account and I queried this to then be presented with a new bill saying we are now over £4000 in debit. We looked at all our past energy bills on our EDF app to find that all our old bills have been wiped off and replaced by this new bill. Please help us to understand how this has happened and what we can do???

MeteredOut

Do you have copies of the old bills? Have you got a formal complaint open with EDF? Can you evidence what you've written above? If you don't get anywhere with EDF, you can escalate it to the Energy Ombudsman after 8 weeks, but they can only work from the evidence you provide.

If you have actual meter readings you submitted, that will help, as you can show your usage over the period of time you're referring to.

Could it be as simple as the £4K credit was applied in error, and the system corrected that by applying a £4K debit and then someone at EDF manually applied another £4K debit after you contacted them?