How Do I Dispute a Charge with EDF Energy?
If you are still unhappy after this time, you may need to escalate your complaint further or contact a third-party company specializing in disputes over energy charges. It is important to note that if you escalate this to an external body, it may take longer for EDF Energy to respond.
EDF Energy is an electricity provider in the United Kingdom. If you have received a charge on your bill that you believe was not incurred, or if there has been some mistake with your account, then this article will help you dispute the charge and get it removed from your bill. Here are the steps to follow when disputing an EDF energy charge.
Steps to Take When Disputing a Charge
All you need to do is write a letter, send it by post or email. It should be addressed to the Customer Service Department at EDF Energy and include your account number. You will also want to give details about why you are disputing the charge and what steps have been taken already for them to resolve this issue as quickly as possible.
If there was an issue with the meter reading or there is no record of the charge, then EDF Energy will need to re-check their records. If they cannot find evidence that your account was charged for this expense, it should be removed from your bill.
The first thing you need to do is contact the company and request an explanation for the extra charges on your bill. You can do this by email, phone or live chat. If they cannot provide you with an answer, then ask them to remove the disputed amount from your account until it can be resolved. If you face any problems, contact EDF customer support and they will help.
How Long Will It Take to Resolve the Dispute?
It will take EDF Energy up to one month to finish its investigation into the disputed charges.
After this time, if they cannot resolve your issue with the charge on your account, you can contact them again and request a refund or credit for these expenses until it is resolved. You should also be aware that there might be an additional charge for the expenses incurred during this time.
The good news is that they will try to investigate any disputes as quickly as possible, but you should not expect an answer overnight. If it has been more than 30 days since your initial inquiry and there has still been no resolution or explanation of why these charges were added to your account, then you can escalate your complaint to their Customer Complaints Team.
You will want to contact them via phone or visit them in person (at one of the EDF Energy Service Centres) and ask for a formal investigation into this matter. They should be able to provide you with an update on the status of your account, including why these charges were added, and what has been done to resolve the issue. It may take up to two weeks before you receive a response from them, but it will also depend on how many customers are ahead of your account in the queue for their investigation.
If this escalates process does not provide an adequate explanation or resolution within six weeks, then EDF Energy should conduct a full investigation into the circumstances. They will also provide you with a final response within this time frame, which should include an explanation of why these charges were added to your account and whether or not they plan on removing them from your bill.
You can wait for EDF Energy's findings in all cases before making any decision about disputing the charges with your bank. This investigation process should take between six and eight weeks to complete, but it can vary depending on how many people have been impacted by the problem.
Further questions?
Solutions to similar problems
Why does GetHuman Write How-to Guides for EDF Energy Problems?
GetHuman has been working for over 10 years on sourcing information about big organizations like EDF Energy in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Dispute a Charge with EDF Energy? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.