Energy Bullies

I am publishing these emails below as I simply cannot believe the arrogance of the energy companies.

My daughter has a separate query .... to which they are dragging their heels and stalling her. 

My query below originated with an initial enquiry into whether or not I was on the best tariff - bearing in mind about 3 years ago they called me to persuade me to stay with their company ..... as I had been looking into swapping .....although to be honest I think they are all as bad as each other !!

I am sure I cannot be the only one who made the assumption that the energy company ..... ANY energy company .... would automatically ensure I was on a dual fuel tariff as I had an Electricity AND Gas account with them ..... 


From: Jane Hall 
Date: 31.05.2013 10:45:38 
To: customerenquiries@edfenergy.com 
Cc: consumeraffairs@ofgem.gov.uk 

Subject: Dual Fuel Query 

Dear Sirs,

Re Account Numbers 

I have been with EDF energy for several years and am shocked to discover that I have not been provided with the dual fuel discount.

I was informed yesterday, after I had made an enquiry about whether I am on the best tariff, that I have 2 separate accounts - I had no idea that I should have one account - I assumed that as you are the provider and can see in your records that the address for both accounts was the same, that this would have been provided at set up ? 

I also was under the impression that you are now obligated to provide the BEST tariff possible to your customers and I simply find it reprehensible that you can operate without providing this BEST price tariff automatically!

I would be most grateful if you could check my account as soon as possible and apply the discount AND backdate any discount that I have missed out on, as I believe I should be entitled to this, having been a long term customer with you with both electricity and gas !


Dear Mrs Hall,

Thank you for your email dated 31st May 2013.

I really apologise for the inconvenience caused. However this is something our customers are aware of and depends on the date when you are starting your contract account with us for each fuel .If the account for the fuels start on two different dates then there would not be one single account for both.

However, no need to worry, I have merged both the accounts for you and henceforth, you would be using one single account  and would be eligible for the discount that is available for  a duel fuel customer.

Yours sincerely, 

Customer Service Advisor
EDF Energy

Dear ....

Many thanks for your reply and for merging both of my accounts.

However, I am not quite satisfied and actually a little dismayed at your cavalier response to my query.

In my email I mention that I was "shocked to discover that I have not been provided with the dual fuel discount."   and that "I had no idea that I should have one account"

Yet you stated that "this is something our customers are aware of" ... are you insinuating that I am thick? 

I AM A CUSTOMER ...... I WAS NOT AWARE THAT YOU HAD NOT AUTOMATICALLY MATCHED MY ADDRESS TO SHOW I WAS A CUSTOMER FOR BOTH FUELS.

You also state "If the account for the fuels start on two different dates then there would not be one single account for both"  How am I supposed to know this?

When I set up my second account (I cannot recall whether I set up my gas or electricity first) I am absolutely certain I would have informed EDF that I was already a customer. Even if I did not tell them this, way back in 1997/8, when I initially set up my accounts, I know I did more recently.

In fact .... to get to the point ..... about 3/4 years ago I looked to transfer both my gas and electricity to another provider - at which point EDF ENERGY PHONED ME TO PERSUADE ME TO REMAIN WITH them !!  

EDF energy were well aware I had both accounts with them, at that time...... AND YET .... when  persuaded  to remain with EDF I was still not given the one account !!! I am sure you can check your records for this.

As I mentioned earlier I am grateful that you have now transferred to the one account but am disappointed that you did not even mention any backdated recompense for the years of extra payments I have paid into EDF's already overinflated coffers !

I have copied both BBC Watchdog and Offgem into this email as they may be interested in the way EDF seem to be able to get away with this ..... I am absolutely certain I am not the only customer who has been misled.

Well ...... make of it what you will blog readers .... I will let you know if they make any offer or if they decide to sort my daughter's account too !!!

PS .... my apologies for not having blogged for a whole month and the next one will be much more interesting I'm sure !!!