You will know of my dealings with Scottish Energy – 2 visits to the ombudsman and 2 victories for me 🙂 Well I changed to EDF and my god, they’re just as bad.
I’m having exactly the same issues:
- inability to add readings online that the system will accept
- transposed readings in my bills
- actually just garbage figures in the bills
- extremely slow customer service
- not a joined up company as in the online team seems to have no links to the rest of the business (are they even in the same country?)
Well I’ve just spent a few minutes “chatting” to them and getting nowhere. Basically I’d got my first bill, lost the plot and phoned them. I explained the situation and said that I was happy to continue paying the Direct Debit at the current figure but if they changed it (nearly trebling it) I would cancel it and see them in court – or words to the effect (I think I said I’d cancel it until they got it sorted).
So I’m waiting for them to get back to me – I’ve given them my mobile and I’ve asked for the reference numbers of the 2 new complaints (mentioned below) and the outstanding one.
Anyway here’s the transcript of my “chat” – enjoy 🙂 In the following text I am my dd is wrong, oh, apologies fore the typos!
Info at 10:54, Jun 25:
Thank you for choosing to chat with us. An agent will be with you shortly.
Info at 10:54, Jun 25:
** Please do not share your credit card information, CV2 (Security Code) during this chat**
You are now connected with Sudeep.
Sudeep at 10:54, Jun 25:
Welcome to EDF Energy Online Customer Service Team. You’re chatting with Sudeep. How can I help you?
my dd is wrong at 10:54, Jun 25:
name is adrian paul west
my dd is wrongat 10:55, Jun 25:
my dd is wrong. I told you not to change it and you have. Sort it now or I’m registering a complaint with the ombudsman
Sudeep at 10:55, Jun 25:
I understand your concern. I will check the account and try my best to assist you further regarding this.
my dd is wrong at 10:55, Jun 25:
It should be £135
my dd is wrong at 10:57, Jun 25:
You are supposed to be investigating my meter readings – your system is transposing them. I have 2 previous successful complaints to the ombudsman about this. I even sent you the text of the last judgement….this is gross negilgence!!
my dd is wrong at 10:57, Jun 25:
I keep getting emails from you saying you’re still investigating it. Why is it taking so long and why, after my express request that the dd remain the same until the issue had been sorted have you increased it?
my dd is wrong at 10:58, Jun 25:
Apology required and dd put back to original figure, refund issued today and then sort things at your end…or else!
my dd is wrongat 10:58, Jun 25:
Maybe this time I’ll consider a larger claim and take you to small claims court…
Sudeep at 10:59, Jun 25:
I can understand your concern and Please allow me some time to review your account details.
my dd is wrong at 11:00, Jun 25:
Maybe I’ll also cancel the direct debit, then you’d have to take me to court to get your ooney, and as history has proven – you’d lose
my dd is wrong at 11:00, Jun 25:
It should be a simple matter….
my dd is wrong at 11:03, Jun 25:
C’mon how long is this going to take?
Sudeep at 11:03, Jun 25:
I am disusing this with team.
my dd is wrong at 11:04, Jun 25:
Discussing it? It’s a clear cut case. You are failing to do your part of the deal, you need to refund the £319 NOW and then reinstate the £135 DD until you can manage to read the details of the ombudsman’s judgement that I sent to you….
my dd is wrong at 11:05, Jun 25:
The fact that it has taken this long, from me sending you ALL the necessary information, is simply unacceptable.
Sudeep at 11:06, Jun 25:
Thank you for waiting.
my dd is wrong at 11:07, Jun 25:
I’ve been waiting for WEEKS for you to read my email….do you think that is acceptable? I’m sure a court wouldn’t – even given the CV19 situation
my dd is wrong at 11:08, Jun 25:
I also want to see that your system is updated so that whenI log into my online account it shows the DD as £135…
Sudeep at 11:09, Jun 25:
As I can see that your issue is highlighted and concern team is working on this. I am reducing your Direct Debit to £135 for time being till that transposed reads gets resolved.
my dd is wrong at 11:10, Jun 25:
and the refund ?
my dd is wrong at 11:10, Jun 25:
And why is it taking so long for your people to “resolve” things. I have given you the evidence – just sort it!
Sudeep at 11:11, Jun 25:
It is to inform you that it needs to be investigated and it takes time to correct the transposed reads.
my dd is wrong at 11:11, Jun 25:
Sorry what about the refund of the overcharge that you put in place AFTER we had discussed the matter and your people had saisd they would sort it…weeks ago?
my dd is wrong at 11:12, Jun 25:
You’ve had weeks and weeks – actually months since I frst reported the issue – so why is your team so pathetically slow?
Sudeep at 11:12, Jun 25:
I will process the refund for the difference of difference amount.
my dd is wrongat 11:13, Jun 25:
And when will I see the money in my account? And when will your online system beupdated?
Sudeep at 11:14, Jun 25:
I will process the refund for the difference amount of £184 and also changed your Direct Debit to £13.
my dd is wrong at 11:14, Jun 25:
And how much longer do your people need to resolve natters? Have they even bothered to look nito it yet? I doubt it..
Sudeep at 11:14, Jun 25:
Sorry.
Sudeep at 11:14, Jun 25:
I will process the refund for the difference amount of £184 and also changed your Direct Debit to £135.
my dd is wrong at 11:14, Jun 25:
I think you mean £135…
my dd is wrong at 11:14, Jun 25:
When will the money be back in my account?
Sudeep at 11:15, Jun 25:
It takes 3 to 4 weeks to complete the investigation in this matter.
my dd is wrong at 11:15, Jun 25:
Well you’ve had that at least…so what are you doing? My patience is weari g thin – especially when you pull strokes like this dd matter
Sudeep at 11:15, Jun 25:
You will receive the refund with in 3 to 5 working days to your bank account.
my dd is wrong at 11:16, Jun 25:
Not good enough I want it today. It’s my money and you’ve taken it in contravention of an agreement we had. Get it sorted today
Sudeep at 11:16, Jun 25:
Please be rest assured You have ongoing complaint and we are working on it to get this resolves as soon as possible.
my dd is wrong at 11:17, Jun 25:
oh you’ve spotted that have you? Interesting that it hasn’t made a blind bit of difference in terms of your performance
Sudeep at 11:17, Jun 25:
I am sorry to inform you that refund take 3 to 5 working days to get credited in the bank account.
my dd is wrong at 11:18, Jun 25:
OK then I’d like compensation please. Interest charged at 5% per day…
my dd is wrong at 11:18, Jun 25:
..and actually you could sort it today, I do understand how compannies work. You just can’t be arsed to ask the people in authoriuty because it’ll make your team look bad…
Sudeep at 11:19, Jun 25:
I can understand your concern Adrian.
my dd is wrong at 11:20, Jun 25:
No, I don’t believe you do, and as I’ve never met you before this I think Mr West would be a more appropriate form of salutatyion
my dd is wrong at 11:20, Jun 25:
I want my money in my account today please.
my dd is wrong at 11:21, Jun 25:
And I’d like to rasie a second complaint, maybe 2 in fact..
my dd is wrong at 11:22, Jun 25:
- the length of time it has taken you to sort the meter readings (and you haven’t actually managed to sort it in truth) is unacceptable and holding emails are not the answer..
my dd is wrong at 11:23, Jun 25:
- Is the fact that you’ve have taken £319 out of my account after a conversagtion with your people on the phone when it was agreed that the dd would remain at £135 until the readings ere resolved – you’ve breached that agreement
my dd is wrong at 11:23, Jun 25:
Please send me the reference numbers for these 2 new complaints and the existing one
Sudeep at 11:24, Jun 25:
We can process refund and it takes 3 to 5 working days from bank to get this credited to the customers bank account. It is the normal procedure of refund However, If you wish refund today then please contact your bank ask then get your money back.
my dd is wrong at 11:25, Jun 25:
OK because you are in breach of the agreement I will stop the dd until the matter is resolved. This too should not come s a shock as it was highlighted on the call…
my dd is wrong at 11:26, Jun 25:
I am not spending anymore money to get back what is owed to me, and owed to me today – not when your bean countrers can get round to doing it. If it;s anything like your team investigating the readings then it could be months before I get my money back
my dd is wrong at 11:26, Jun 25:
Please inform me of the new complaint references..
Sudeep at 11:28, Jun 25:
Let me transfer our chat to senior advisor to assist you further in this.
Sudeep at 11:28, Jun 25:
Please stay connected.
my dd is wrong at 11:32, Jun 25:
oh, anytime today….
my dd is wrong at 11:34, Jun 25:
this isn’t improving my mood you know. Being left “on hold” with no indication of when things willprogress.
my dd is wrong at 11:35, Jun 25:
I’ll give you a couple of more minutes and then I’m afraid I’m going to have to drop off. But rest assured I will copy the details of the conversation and publish it on social media
Info at 11:36, Jun 25:
You are now being transferred to Balaji.
Info at 11:36, Jun 25:
** Please do not share your credit card information, CV2 (Security Code) during this chat**
You are now connected with Balaji.
Balaji at 11:36, Jun 25:
Hi Adrian
Balaji at 11:37, Jun 25:
Please allow me a few minutes to read your chat.
my dd is wrong at 11:37, Jun 25:
No offence but what has been gonig no for the past 10 minutes?
my dd is wrong at 11:37, Jun 25:
…and as before I think Mr West is more appropriate..
Balaji at 11:38, Jun 25:
Sorry for that Mr West. Allow me a couple of minutes please.
my dd is wrong at 11:39, Jun 25:
At this point you have repeatedly said that you can’t get my money back to me today so i need you to is to raise the 2 new complaints and give me the refernces for them and the exisitng one. Thank you
Balaji at 11:41, Jun 25:
Well, I have reviewed the above chat. We are happy to refund you the difference of £319.00 – £135.00 = £184.00. This may take around 3-5 working days to reflect on your bank account as per the standard online banking process. If you want it to be credited instantly, you need to contact your bank today. I apologise for any inconvenience caused.
my dd is wrong at 11:42, Jun 25:
so notyhing new n that..a wadte of time waiting for you sof ar
Balaji at 11:43, Jun 25:
We have given you all the options. May I know when did you agree via call to keep it at £135.00 ?
Balaji at 11:43, Jun 25:
I will right away check that.
my dd is wrong at 11:43, Jun 25:
Also it’s not about being happy to refund the money it’s being apologetic for taking it in the frst place…
my dd is wrong at 11:43, Jun 25:
check your records…you record the calls
Balaji at 11:45, Jun 25:
I do not see any recent telephonic interaction regarding the Direct Debit. Please confirm the month or date when you agreed to it.
my dd is wrong at 11:45, Jun 25:
I specifically remember saying that you had got the bill wrong, so there it was around the date when you posted me the bill, and that I’d supplied all the informatino you needed to confirm that what I waa telling you was thew truth and then I said I was happy to continue paying the £`35 , until it was sorted, but that if you charged me at this new higher rate I would cancel the dd…so I’m being pretty reasonable just asking for my money back I think…don’t you?
my dd is wrong at 11:47, Jun 25:
oh dear….are your records not complete? Perhaps that would explain why your team hasn’t managed to sort the readings issue yet then
my dd is wrong at 11:49, Jun 25:
have you got the emails I have sent previously? The one with the ombudsman’s final judgement attached is probably the same day that I called…
Balaji at 11:49, Jun 25:
Okay let me check.
my dd is wrong at 11:50, Jun 25:
Have you raiswed the 2 new complaints yet? I really wan their reference numbers, and that of the outstanding complaint and then I can get on with the rest of my day…
my dd is wrong at 11:50, Jun 25:
why are you only checking now…surely the first thing you should have done was to read all communication on the account…the mind boggles
Balaji at 11:52, Jun 25:
Mr West, I am checking the account and it may take some time. Please allow me a few minutes.
my dd is wrong at 11:53, Jun 25:
ok tell you what. You have my contact details. Please raise the 2 new complaints, then email me the reference numbers. If you need to speak to me call me on my mobile
my dd is wrong at 11:53, Jun 25:
I’ve spent more than enough time on here trying to sort things, and I don’t feel thatb I’m making much progress. So take the time to investigate things at your end and then get back yo me.
Balaji at 11:54, Jun 25:
Can you please confirm the date and the contact number used to ring us?
my dd is wrong at 11:54, Jun 25:
The one on the bill
Balaji at 11:55, Jun 25:
Okay. Allow me a few minutes as we would not be able to call you back as we are from online services. I will resolve it in the next few minutes. Please bare with us.
my dd is wrong at 11:55, Jun 25:
Ah, a joined up company then.
Ah, the joys of a 2 phase electricity supply…
Regards!!