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Hi, I wonder if someone has experienced what my husband I experienced with EDF (or any other energy supplier)?
Below is the bullet of events and issues we encountered sorry, it's really long:
- we changed supplier from EDF to Cooperative Energy where the change date was 08 Feb 2014. We've given the new supplier the first meter reading which they said will be used by EDF as final reading;
- March 12 We called EDF and found out that they haven't done the final billing because they haven't received the exit reading... Asked if I should give it, was told it should come from Cooperative. We were told to wait.
- we pressurised Coop to work things out so that EDF can have the final read. We were told that they don't understand it since they have definitely forwarded the information to EDF.
-to us it seemed that cooperative and EDF were not communicating properly. We've followed them both up so many times and by June 5 we were given a 1st final electricity billing, where we're supposedly £1627.56 in credit. We called them up and were told that they can only come up with the electricity because they still haven't gotten the exit reading from coop. and again were asked to wait, and so we did.
- June 9 We received a 2nd final electricity and gas bill which shows that we were£598.33 in credit. We called them up and they said they need to hold onto it as they just made the final bill based on their estimate and we might end up in debit. We let it stay a bit, but was later on told that the refund's being processed. We called them up and agreed that if they get the final reading and shows that we're in debit we'd pay it.
-Final billing for gas and electricity (3rd final bill) dated 21 July. This final billing reflected the identical meter reading given to Cooperative and it says OUR METER READING. It showed that we were in debit of £183.46 which was promptly paid on 26 July (despite us being on holiday, and us pre-warning the edf that we would be back September; yet, found a way to get it paid still). AS IT IS FINAL WITH THE ACTUAL READING- we felt relief that after 5 months it has finally been settled.
-28 Oct, we received 4th final billing statement an email saying that our EDF account is in credit of £1637. We immediately contacted them and was a bit irritated that they are up to something again with the account when it has been settled already. I knew that there's no way that the account will be in credit nor should We be in debit at all. In other words, our account should have been closed 3months ago and We shouldn't be bothered by them anymore. We had a chat with their online customer service who later on sent us an email saying that they had some issues with their system and it regenerated billings and they will review the problem.They requested for 24-48hours to work things out.
- Saturday, 01 Nov we received by post 5th FINAL BILLING STATEMENT dated 29 October saying we were in debit for £329.66. We checked the final billing and can see that the closing reading was identical to the FINAL billing they sent us 21 July, but now they are trying to charge for extra 10 days FROM 23 June 2012- 02 July 2012 which is more than 2 years ago and as far as we are concerned have paid for.
- 31 Oct, we received a letter from EDF complaints resolution manager saying that they will look into it attached was the info flyer on their process of handling complaints. We also received an email from an advisor saying he'd look into it personally.
Below is the letter we sent EDF 04 Nov
======
Dear EDF,
To date, we have received five (5) final billing statements from you. We have patiently waited until you have received the final meter read from our new supplier, Cooperative; 28XxXX "our read" was actually reflected on your 3rd final billing statement, dated 21 July 2014. The bill was promptly paid and settled. We see no reason for us receiving another "Final Billing Statement" as we were assured by your Customer Service Officer, xXXxxx, that the moment EDF receives the final meter read you will come up with the amended final bill.
Comparing all the billing statements you have sent us, it shows that on the 29 October "final bill", EDF has adjusted back the start date of the bill from 03 July 2012 to 23 June 2012, which is 10 days difference and longer.
This is a clear retrospective billing and is in breach of the Back Billing Code, where an energy supplier cannot bill or charge its customer more than 12 months back especially if the issue was brought about by the supplier's billing systems error.
We've been with you for more than a year and we have religiously paid our dues. We accepted billings and reports generated by your system, in full faith that everything is in order. We in fact have initiated regular communication in order to resolve the reading issues and the hope that the transition would be less stressful. And so, when you stated that we were in debit in 21 July, we settled it straight away (please note the fact that I have pre-warned EDF that I will be out of the country and be back September, and only then that I could settle any charges if there were any. Yet, I've sorted a way to get it paid less than 5 days from billing date). Now, for EDF to penalise us for a systems failure/error, for missing out the 10 days back in 2012, or 28-29 months ago, we believe that it is not - just, right nor legal.
We are clearly not amenable to the new charges you have given and are in communication with the Citizen's Advice Bureau and the Ombudsman Energy.
We, as your customer, have practiced patience, transparency and conscientiousness; we are expecting nothing less than that from a big company like EDF.
=========
-Now, 24 Nov, we have not heard anything from them but received 2 reminder letters that we need to settle the outstanding £323.
We are in communication with energy ombudsman, we were given a reference number and they are just waiting for hubby's signed document to say that he is willing to share information with me as the original complaint to them is under the wife's name but EDF customer name is under hubby's.
Has anyone had an experience like this? Are we on the right course to go to the energy ombudsman already?
After pressing send button here, I'd be sending EDF an email to them to reiterate that we are not amenable paying the amount they call as outstanding as far as we are concerned this account is closed; and if they are investigating why are they trying to collect a contested amount?
Ugggh, and they say switching online was easy. Help please.
regards,
MMAA70
Below is the bullet of events and issues we encountered sorry, it's really long:
- we changed supplier from EDF to Cooperative Energy where the change date was 08 Feb 2014. We've given the new supplier the first meter reading which they said will be used by EDF as final reading;
- March 12 We called EDF and found out that they haven't done the final billing because they haven't received the exit reading... Asked if I should give it, was told it should come from Cooperative. We were told to wait.
- we pressurised Coop to work things out so that EDF can have the final read. We were told that they don't understand it since they have definitely forwarded the information to EDF.
-to us it seemed that cooperative and EDF were not communicating properly. We've followed them both up so many times and by June 5 we were given a 1st final electricity billing, where we're supposedly £1627.56 in credit. We called them up and were told that they can only come up with the electricity because they still haven't gotten the exit reading from coop. and again were asked to wait, and so we did.
- June 9 We received a 2nd final electricity and gas bill which shows that we were£598.33 in credit. We called them up and they said they need to hold onto it as they just made the final bill based on their estimate and we might end up in debit. We let it stay a bit, but was later on told that the refund's being processed. We called them up and agreed that if they get the final reading and shows that we're in debit we'd pay it.
-Final billing for gas and electricity (3rd final bill) dated 21 July. This final billing reflected the identical meter reading given to Cooperative and it says OUR METER READING. It showed that we were in debit of £183.46 which was promptly paid on 26 July (despite us being on holiday, and us pre-warning the edf that we would be back September; yet, found a way to get it paid still). AS IT IS FINAL WITH THE ACTUAL READING- we felt relief that after 5 months it has finally been settled.
-28 Oct, we received 4th final billing statement an email saying that our EDF account is in credit of £1637. We immediately contacted them and was a bit irritated that they are up to something again with the account when it has been settled already. I knew that there's no way that the account will be in credit nor should We be in debit at all. In other words, our account should have been closed 3months ago and We shouldn't be bothered by them anymore. We had a chat with their online customer service who later on sent us an email saying that they had some issues with their system and it regenerated billings and they will review the problem.They requested for 24-48hours to work things out.
- Saturday, 01 Nov we received by post 5th FINAL BILLING STATEMENT dated 29 October saying we were in debit for £329.66. We checked the final billing and can see that the closing reading was identical to the FINAL billing they sent us 21 July, but now they are trying to charge for extra 10 days FROM 23 June 2012- 02 July 2012 which is more than 2 years ago and as far as we are concerned have paid for.
- 31 Oct, we received a letter from EDF complaints resolution manager saying that they will look into it attached was the info flyer on their process of handling complaints. We also received an email from an advisor saying he'd look into it personally.
Below is the letter we sent EDF 04 Nov
======
Dear EDF,
To date, we have received five (5) final billing statements from you. We have patiently waited until you have received the final meter read from our new supplier, Cooperative; 28XxXX "our read" was actually reflected on your 3rd final billing statement, dated 21 July 2014. The bill was promptly paid and settled. We see no reason for us receiving another "Final Billing Statement" as we were assured by your Customer Service Officer, xXXxxx, that the moment EDF receives the final meter read you will come up with the amended final bill.
Comparing all the billing statements you have sent us, it shows that on the 29 October "final bill", EDF has adjusted back the start date of the bill from 03 July 2012 to 23 June 2012, which is 10 days difference and longer.
This is a clear retrospective billing and is in breach of the Back Billing Code, where an energy supplier cannot bill or charge its customer more than 12 months back especially if the issue was brought about by the supplier's billing systems error.
We've been with you for more than a year and we have religiously paid our dues. We accepted billings and reports generated by your system, in full faith that everything is in order. We in fact have initiated regular communication in order to resolve the reading issues and the hope that the transition would be less stressful. And so, when you stated that we were in debit in 21 July, we settled it straight away (please note the fact that I have pre-warned EDF that I will be out of the country and be back September, and only then that I could settle any charges if there were any. Yet, I've sorted a way to get it paid less than 5 days from billing date). Now, for EDF to penalise us for a systems failure/error, for missing out the 10 days back in 2012, or 28-29 months ago, we believe that it is not - just, right nor legal.
We are clearly not amenable to the new charges you have given and are in communication with the Citizen's Advice Bureau and the Ombudsman Energy.
We, as your customer, have practiced patience, transparency and conscientiousness; we are expecting nothing less than that from a big company like EDF.
=========
-Now, 24 Nov, we have not heard anything from them but received 2 reminder letters that we need to settle the outstanding £323.
We are in communication with energy ombudsman, we were given a reference number and they are just waiting for hubby's signed document to say that he is willing to share information with me as the original complaint to them is under the wife's name but EDF customer name is under hubby's.
Has anyone had an experience like this? Are we on the right course to go to the energy ombudsman already?
After pressing send button here, I'd be sending EDF an email to them to reiterate that we are not amenable paying the amount they call as outstanding as far as we are concerned this account is closed; and if they are investigating why are they trying to collect a contested amount?
Ugggh, and they say switching online was easy. Help please.
regards,
MMAA70
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