How can I resolve problems with EDF

[wendyl]

I have had an dual fuel account With EDF for almost a year fixed until last june and now standard. EDF say they review accounts every 3 months but I am getting bills with higher and higher 'balances' and I think I am underpaying although each account states I need to do nothing because I pay by direct debit. Since the end of August I have been trying to speak to them about this by phone ( high volume calls message and not answered after 30 minutes) Emailed several times Get automatic message will reply within 10 working days (last one about 3 weeks ago) but no reply. Today can't even get into account keeps resetting. Switching sites all say I can save but as I can't give a clear statement regarding annual use it is difficult to compare accurately. Money supermarket also high volume calls today Where can I get help I AM GETTING VERY WORRIED THAT i MAY OWE THEM A LOT OF MONEY which I don't have
Any help with making contact with a real person who can advise would be very welcome

[SlackAlice]

Your best idea is to write to them, keep a copy of your letter.

EDF Energy
Osprey House
Osprey Road
EXETER
EX2 7WN

Letters always work better than phonecalls or emails.

[wendyl]

whilst I appreciate what you say is correct SlackAlice considering the period of time I have been trying to sort this it may take ages for EDF to respond to a letter and I am desperately trying to resolve this and take my leave

[Bobbisox]

I would be now contacting these people

http://www.ofgem.gov..../Pages/Contactus.aspx

[SlackAlice]

In that case, seeing as your outside the contract period just go to the best alternative, they will have to give you a bill then.
Or just infer in your letter as regards poor service and state your looking elsewhere for suppliers and require an answer in 7 days.

[wendyl]

Ofgem state on their page do not deal direct with customer advise contacting supplier so it seems back to square one but thanks for interest

[Bobbisox]

But thye do say this Wendy

<<<<If you have already been in contact with your energy supply company or network operator or require information and advice on general energy issues, contact Consumer Direct on: 08454 04 05 06.>>>>>

[wendyl]

I have just spoken to the energy service helpline who are putting into action a transfer to my chosed alternative supplier which will prompt EDF to contact me anyway and the whole morning I have spent trying to sort something out has made some progress at least. However I am somewhat disgusted with EDF customer services and will report to Ofgem as well and thanks nudgescuffler

[BrainsTracy]

Just stop paying, they'll contact you then.