Jalexa has given some stirling advice the only point i'd have to disagree on is the issue of the serial number. Statements are sent so that you cna check every piece of infomation for accuracy and where possible ensure corrections are made. On your statements the serial number would be printed. While its important to check your readings its also important to check these details as they can be just as important if not more so in different circumstances.

Unfortunately where meter exchanges occur details can go astray, especially in the case where the exchange of the meter is conducted as an emergency rather than a planned job. Additionally meters can be recorded as being in a different property than it actually is in. Incorrect infoamtion can quickly cause huge problems as you have unfortunately experienced.

All this said it doesn't remove the burden from EDF here, While i'm relaviely certain this problem is not of their making, I am certain its not of yours (depending on the ag eof the building I beleive its an issue with the developer or if an older building with the agency who exchange the meter's not recording things accurately and not passing correct infomation to EDF). Follow the advice of Jalexa and Mrstella0 and you'll not go wrong.

The good news is that I'm relatively certain that assuming the balance is correct that the billing code of conduct would apply here, meaning that you will not be made to pay back any consumption over 1 year old, and the remainder can usually be spread over a term equal in length to that which the problem occured over.

Take the advice of your friends, family and these guys here, stop worrying and take control of the situation.

on top of Jalexa's fine advice, it's also pertinent to know that if you try, and fail, with EDFs complaints procedure, there's always Consumer Focus, who will deal with EDF on your behalf. Bear in mind you can only contact them once you have given EDF a chance to sort the problem.

I feel you have a very good case against EDF on this one. Although EDF don't maintain the serial number database, it IS their responsibility to make sure that they have the right serial number. At the very least, they should give you a fair repayment plan.

tinamoo:

Having had a look at this again, the first thing I would do is to keep calm. If you feel a customer service adviser has been rude, complain in accordance with the EDF code of practice on complaints which by now you have surely printed. Organsiations hate complaints because they take up so much management time and can have an adverse effect of satisfaction statistics.

Regarding the switch, it is right that you passed the transfer reading to the gaining company. I appreciate you want to know roughly what the bill will be but I would advise patience. Its important to realise that whether the reading is right or wrong the same number will appear as the closing reading on losing company's bill and the opening reading on the gaining companies bill. In time any error would balance.

It is the new company's job to manage the transfer process. Let them get on with it. Yes, you need to keep alert but its not your reponsibility.

tinamoo:

Not up to looking at all the detail of a long post at this time of night but a few ideas from a quick scan.

First reclaim the high ground. It is not your responsibilty to provide meter serial numbers. It is the local DNOs responsibilty to comunicate with your supplier and your supplier's responsibility to manage your account. That said as a matter of urgency take a photograph of your meter showing the serial number and meter reading.

Print off EDF's code of practice on complaints for reference. Also Google for "Code of Practice for Accurate Bills" and print that and also the FAQ for reference.

In the first instance it is EDF's responsibility to send you a bill, even if it is an estimated bill. Stop talking to them on the phone until they have sent you a bill. Then check the reading. If it is an estimated reading and it is not nearly right phone the meter reading line and provide your customer reading.

I'll have another look at this in the morning.

I joined EDF a couple of years ago and was on one of there price cap tarriffs. I moved from a flat to a house last November and stayed with EDF mainly because I was worried about getting penalised with me being on a price cap. About three months ago I started getting phone calls off EDF asking for my meter serial number. I was never home at the time or it was at a really awkward time they would ring. They never made it sound urgent but after the third call I decided to call them and find out what exactly they wanted and why.

I was astonished to be told that I had my gas meter changed in April of this year which it had not. The meter had been changed in 2004. They told me that they had been basing my meter readings on a four figure meter rather than a five figure one and had to scrap all my previous bills and recalculate them (although it has only occured to me this minute that seeing as the meter has never been changed they should have been recalculated from the dates that I moved in). In short we ended up £47 in credit which made me happy after all the hassle.

I have had quite a few hassles with them mainly chasing up bills over the time I have been with them. Also last quarter the electric bill was double what it was the quarter before and neither myself or EDF could find a reason but the final straw came when a representative slammed the phone down on me because I asked her what her name was because she was quite rude. I decided to take my business elsewhere at this point because I was then at the end of the price cap,

I phoned through my final reading to my new supplier a couple of weeks ago. I decided this evening to chase up my bills with EDF or at least get an idea of the final bill so we know how much money we will have left for christmas. EDF could not help because they said that the final reading had not got through to them yet. I rang my new supplier to see how long it would take to send the readings through. The man who spoke to me said that if I gave him my last reading he could work out what the bill would be.

It then came to light that the readings on my gas bill was three digits and the reading that I gave as my final reading was five. I am not stupid and there is no way for a whole year I would have given a three digit reading. The rep I spoke to at my new supplier said that I needed to ring EDF and try and sort it as the sort of bill I would get based on those figures would be at least £1200.

I spoke to EDF this evening and they are saying that all the readings I gave were three figures. I KNOW that I would not have given three figures I would have given all five but I cannot proove it. Unfortunately after deciding to pay the electricity bill which I had queried last quarter and closing my account I shredded all my previous bills!!!!!! EDF cannot do anything until the morning as the department that could look into it for me is closed.

My husband has told me not to worry my dad has told me not to worry but I am worried.

Has anybody had a similar problem or can offer any advice on how to handle this tomorrow??????