EDF Price hike against quote?

Gobsh

Early Sept we got A QUOTE for an EDF EV tariff and fixed price gas tariff. We agreed with those tarrifs and chose to run this consecutively after our existing tariff which ended end September. I did confirm with the rep that these prices don't change. I've now noticed that we are been charged the October price lift????? The quote included the prices agreed and EDF accepted. Anyone else? 

MattMattMattUK

Gobsh said:

Early Sept we got A QUOTE for an EDF EV tariff and fixed price gas tariff. We agreed with those tarrifs and chose to run this consecutively after our existing tariff which ended end September. I did confirm with the rep that these prices don't change. I've now noticed that we are been charged the October price lift????? The quote included the prices agreed and EDF accepted. Anyone else? 

What do you mean by this?

Also to be clear, from reading the information on the EDF EVolve Sep25 HH tariff, it is not a fixed price as such, the peak rate is "fixed" at the same rate as the price cap standard rate and the off peak rate is fixed at 10p per kWh less than the standard rate, but it will move with the price cap kWh cost for your region. 

EssexHebridean

From the EDF website: 

EVolve Sep25 is a variable tariff and the rates will change with the Ofgem energy price cap. 

It does describe it as a fixed rate tariff in some places, but then as a tracker tariff in others. Honestly, EDF's wording isn't the clearest. 

Gobsh

I called EDF, the rep acknowledged they are charging me the new Oct prices and that my quote from Sept is cheaper. She assured me that my price will be a mended and back dated. It does say Fixed as the tarrif type

MattMattMattUK

Gobsh said:

I called EDF, the rep acknowledged they are charging me the new Oct prices and that my quote from Sept is cheaper. She assured me that my price will be a mended and back dated. It does say Fixed as the tarrif type

It does say fixed, but if you read the information on the tariff it says it is fixed to the SVT for day and SVT less 10p for night, slightly unclear I suspect, but I imagine that they customer service person will not actually be able to back date it and it will stay as it is. 

Qyburn

Which are you actually on, or should be on, first post you said "EVolve Sep25 HH" but later "Essentials Fixed 2Yr" which doesn't sound like an EV tariff.

Swipe

MattMattMattUK said:

Gobsh said:

I called EDF, the rep acknowledged they are charging me the new Oct prices and that my quote from Sept is cheaper. She assured me that my price will be a mended and back dated. It does say Fixed as the tarrif type

It does say fixed, but if you read the information on the tariff it says it is fixed to the SVT for day and SVT less 10p for night, slightly unclear I suspect, but I imagine that they customer service person will not actually be able to back date it and it will stay as it is. 

Agreed, they'll tell you anything to get you off the phone.

Gobsh

Qyburn said:

Which are you actually on, or should be on, first post you said "EVolve Sep25 HH" but later "Essentials Fixed 2Yr" which doesn't sound like an EV tariff.

I actually posted from my gas quote but I'm on EVolve Sep25 HH

MeteredOut

I think you have your answer above. Although that graphic says Fixed, its not truly fixed. I believe you have a valid complaint, though technically, you signed up to the T&Cs that make it clear its not really fixed and is more like a tracker product.

What outcome do you want? Is there a Fixed product that was available that you want to be on (even if it is no longer available)? If so, make it clear that's what you want.

I'd raise a complaint and see where it goes. I suspect the best result would be an account credit that will (hopefully) offset the additional amount you'll now be paying due to the SVT increase on 1st October, but you just might be able to get someone to put you on a truly fixed product.

Gobsh

The rep acknowledged the discrepancy in what they charging me and what was agreed in the email/quote they sent. She did say that she notified back office whilst I waited on the phone and that they will manually amend my charges and back date to 1st Oct. My plan is to give them a few days to action that and might need to escalate if that don't. I'll keep this thread up-to-date 

EssexHebridean

That seems fair and reasonable - they must have an expectation that relatively few people will read the in depth T’s and C’s - even though obviously we ought to - and so describing it as a fix then hiding that it isn’t in the small print isn’t fair IMO. It sounds as though you may well not have been the first to raise the issue. 

I’d suggest that if it doesn’t show correctly by the middle of next week though, you raise a formal complaint. In my experience that does tend to make EDF wake up a bit.