Energy Ombudsman
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After years of disputing our bill
After years of disputing our bill, leading to anxiety, stress and mental health issues, I thought the ombudsman would help our little charity when it came to the £3000 demanded by edf for a bill which should have been only £300 over a year. I was never told (over hundreds of phone calls) by edf that we were on a variable rate. I thought the meter was faulty. I never received a letter that we were on a variable rate either. The ombudsman could clearly see this was innocent misunderstanding on our behalf, and we were acting as though the meter was faulty and it would be resolved. Otherwise we would have fixed our rate years ago. The ombudsman did not care. They said the system said EDF sent letters. It didn't matter if we did not receive them. They didnt query whether EDF could actually have told us the information over the phone calls or emails that followed. It was a computer says no situation and our charity is now irrevocably damaged. ************ You have said in your reply to this complaint: “In addition to this, we consider the individual customer journey. Our team should have provided you with a detailed explanation as to how the decision was reached” This is false information At no point did Nicola Davies - (+442038359161) “consider our individual journey”. She didn’t consider the desperate attempts to resolve the bills or understand why they were so high. Why would we have stuck with a variable rate if we knew we were on one? Additionally, there was no detailed explanation- We provided letters, emails, all correspondence over years and all the ombudsman did was say “edf say they sent you letters” - apparently this was enough for them to decide we should pay £3000 instead of £300.