EDF are doing my head in.......

[Mochamoo]

Can someone help me with my letter please?



Dear Sir / Madam
Account Number: XXXXXXX

I refer to my letter dated 27/07/2009 (see attached) which you have to date failed to respond to. I am now in extreme financial difficulty and as stated in my previous letter want to set up a repayment plan for my Gas and Electricity.
On Friday 28th August I paid off half of my arrears on my Gas and on my Electricity, I explained to the gentle man on the phone that I had been made redundant and am in financial difficulty. Then to my surprise my partner received telephone call today from one of your agents wanting more money from us. You agent was extremely unprofessional and kept using the word “cool” she could not answer my partners questions about why she was calling when I have tried to set up a repayment plan and why she was calling so soon after I had just paid off 50% of my arrears.
I want to make an official complaint about her conduct and I also want to make a complaint about EDF ignoring my requests to set up payment plans. I was under the impression that Electricity companies had to respond to queries’ about payments within 5 working days, this clearly has not happened as 5 weeks on you have still not responded to my letters.
I expect a response to this letter within 5 working days or I will be making a complaint to the Energy Ombudsman.

[Happyolddog]

Re: EDF are doing my head in.......

EDF are a real pain in the butt, they kept harrassing me for more money, sent bills for thousands and were phoning me daily. I wrote letters, but still they pestered me. My final act was to switch supplier and report them to the energy ombudsman. They kept in touch with me throughout their enquiries and fined EDF for harrasment. In the end it was found I didn't owe them any money, I had no arrears, it was them at fault and they had to refund me. If I were you I would report them to THE ENERGY OMBUDSMAN

[Mochamoo]

Re: EDF are doing my head in.......

Just read the letter and it makes no sense... lol I am writing as if i am my OH and it should read...

I refer to my letter dated 27/07/2009 (see attached) which you have to date failed to respond to. I am now in extreme financial difficulty and as stated in my previous letter want to set up a repayment plan for my Gas and Electricity.


On Friday 28th August my partner called and paid off half of my arrears on our Gas and on half of our arrears on our Electricity, She explained to the gentleman on the phone that she had been made redundant and we are in financial difficulty. Then to my surprise my partner received a telephone call today from one of your agents wanting more money from us. Your agent was extremely unprofessional and kept using the word “cool” she could not answer my partners questions about why she was calling when I have tried to set up a repayment plan and why she was calling so soon after she had paid off 50% of our arrears.#


I want to make an official complaint about your telephone operatives’ conduct and I also want to make a complaint about EDF ignoring my requests to set up payment plans. I was under the impression that Electricity companies had to respond to queries’ about payments within 5 working days, this clearly has not happened as 5 weeks on you have still not responded to my letters.
I expect a response to this letter within 5 working days or I will be making a complaint to the Energy Ombudsman.




And another bloody thing what the hell was she doing discussing arrears and demanding money from me when my name isnt even on the account surely that breaks DPA???

[Celestine]

Re: EDF are doing my head in.......

EDF did the same to my daughters dad. Said he owed 5 grand when he owed less than £200.

Do as HOD says, switch suppliers and report them.

You'll be able to structure any arrears into a proper payment plan then without the fear of being cut off.

xxx

[Mochamoo]

Re: EDF are doing my head in.......

I thought to swap I would have to pay off a final bill? I cant do final bill lol I cant do current bills!

[Happyolddog]

Re: EDF are doing my head in.......

Take it up with the energy ombudsman, tell them you have a bad relationship and have lost all trust with EFD, let them know of your concerns with undue harrising phone calls after you had set up a payment plan and would like their help in switching suppliers.

[Mochamoo]

Re: EDF are doing my head in.......

Utility companies operate to GSS (Guaranteed Service Standards) and OSS (Overall Service Standards).

OS4 relates to Customer Correspondence and if a response is not made to correspondence then compensation is payable. This is at a rate of £20 per day after day 10.

Contact your energy provider for their information relating to GSS an OSS.

Originally posted by 9mil on another thread

This may make me seem greedy but I don't care EDF are really really ****ing me off now. The still have not responded to my first letter from 6 weeks ago now and still have not responded to my last letter.... and they are fully capable of calling us and demanding more payments and sending us red letters but responding to my letters seems very difficult for them.

I am going to write them a letter asking for compensation for ignoring my letter then... the compensation should help pay my arrears off.

I have looked at other energy companies and think Ive found a better deal.

[Amy]

Re: EDF are doing my head in.......

I don't think it's greedy at all. It's more like common sense.

If enough people request and receive compensation after being on the receiving end of their shoddy service then maybe they would eventually realise and provide a better service.

[Mochamoo]

Re: EDF are doing my head in.......

On Enaids recommendation I am currently on hold for consumer direct, I have also filled in their online compliant form.

[Mochamoo]

Re: EDF are doing my head in.......

Received this only typing in relevant bits or I will be here all day.

having investigated this matter, I can confirm we have received your letters dated 21july 2009 and 2 September 2009, and I would like to offer my sincere apologies that you have not received a response to either letter.

blah blah blah we are sorry grovel grovel grovel...

Your letter dated 21st July 2009, was not scanned onto your system until 25th August 2009. Our customer service advisor read your letter on 25th August 2009, and noted your accounts, but had noted that you contacted EDF Energy on 10th August 2009 to say the account would be paid in full at the end of the August, so the advisor assumed no response was necessary.

Would like to point out that I called up and paid 20 on each account at no time did I say it would be paid in full as we didn't have the money to pay it in full.
Only paid 20 on each as I was scared of being disconnected

Your letter dated 2nd September 2009 was scanned on to our system on 8th September and is still waiting to be worked, our Guaranteed Service standards. A response letter must be issues within 10 working days from when the letter is scanned

Errrr so if they never scan the letter then they never have to respond?

In light of this customer service you have received from EDF Energy, I have credited you electricity account with a good will payment of £40 and issued this again as a cheque refund. Please allow 10 working days for receipt.

Goes on to say that they have halted collection actvivity on my acc.

[Mochamoo]

Re: EDF are doing my head in.......

I got a cheque in the post today.

I am responding to their letter, this guaranteed service standards is a load of tosh.... they have to respond to you in 10 days of receiving the letter they, they say they have to respond to you within 10 day of scanning the letter into their system so if they get a letter the don't like in their book as long as they never scan it in they dont have to respond

Also my first letter was about being in hardship and wanting to set up a repayment plan they pure and simple did not scan it in for over a month so they could give their debt collecters chance to hound me. Its worng and they shouldnt be allowed to get away with it.

[Mochamoo]

Re: EDF are doing my head in.......

My response:

Thank you for your recent letter, dated 14th September 2009, regarding my complaint about the poor customer service I have received from EDF. I note with some disappointment, however, that it took a complaint to Consumer Direct before I received a response from EDF regarding this matter.


First of all, may I remind you that as a utility company, your organisation operates to GSS (Guaranteed Service Standards) and OSS (Overall Service Standards). As you may be aware, OS4 relates to Customer Correspondence and if a response is not made to correspondence then compensation is payable. This is at a rate of £20 per day after day 10.



Your letter was received on 16th September and represents EDFs first response to my initial correspondence dated 21st July 2009. It is fair to assume that your office would have received my initial correspondence by 23rd July 2009, meaning that it has taken EDF a total of 39 working days to respond. I note that you claim this letter was not “scanned onto your system” until 25th August 2009. However, this unacceptable delay is nothing more than a result of a poorly implemented document management system and I fail to see how poor working practices or poorly implemented systems within your office environment would have any relevance to my complaint. I would also like to point out that OS4 relates to the date that initial correspondence is received and not when it is “scanned into your system” as you have alluded to.

The key element of my complaint is that I informed you in writing of the fact that I was facing severe financial hardship on 21st July 2009, yet EDF failed to note this and instead let your debt collection department continue to harass myself and my partner for payment. I also note that after verbal communication between one of your call centre operators and my partner on 28th August that specifically regarded our financial situation, no hold was put on our account and no notes were entered onto your system so we were continued to be harassed by your company. This is a totally unacceptable level of customer care and shows serious failings on the part of EDF.

Furthermore, the fear of disconnection coupled with the level of harassment that we received from EDF (despite informing you of our financial situation) was so severe and so distressing that in the end we were forced to use a credit card to make payments to put an end to the relentless harassment. The credit card that we used had been put aside to allow us to buy food and by using it to pay this bill instead we were forced to go without. I cannot stress how disgusted I am at being forced into this situation by your organisation’s relentless harassment.