{"id":144040,"date":"2023-10-09T14:00:57","date_gmt":"2023-10-09T14:00:57","guid":{"rendered":"https:\/\/celebritywshow.com\/?p=144040"},"modified":"2023-10-09T14:00:57","modified_gmt":"2023-10-09T14:00:57","slug":"energy-firm-branded-complete-bullies-over-1118-unpaid-bill-what-to-do-if-it-happens-to-you-the-sun","status":"publish","type":"post","link":"https:\/\/celebritywshow.com\/lifestyle\/energy-firm-branded-complete-bullies-over-1118-unpaid-bill-what-to-do-if-it-happens-to-you-the-sun\/","title":{"rendered":"Energy firm branded 'complete bullies' over \u00a31,118 'unpaid' bill – what to do if it happens to you | The Sun"},"content":{"rendered":"
PSYCHOLOGIST Lois Grayson became ill after EDF Energy "bullied" her over several months to pay money she did not owe.<\/p>\n
The 59-year-old from Marazion, Cornwall claims she was hounded by the supplier and debt collectors working on its behalf.<\/p>\n
<\/p>\n
She told Cornwall Live: "I'm a psychologist so I'm pretty resilient and emotionally capable and if I can't withstand the barrage of constant harassment then other people they are doing this to must feel even worse."<\/p>\n
EDF claimed she owed \u00a31,118 in both gas and electricity payments only four months after picking up the keys to her new home.<\/p>\n
The issue first arose in February, when Lois vacated her former home in Wales and requested a final bill after sending EDF up-to-date meter readings.<\/p>\n
The property remained empty while it underwent renovation between February and April.<\/p>\n
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But to her surprise, Lois received a bill for \u00a31,118 months after she moved out of the vacant property.<\/p>\n
She said: "It was unfair because I offered to pay in February but was not invoiced correctly.<\/p>\n
"They later agreed to waive late fees, but insisted that I pay them the outstanding amount of over \u00a3750 which was wrong.<\/p>\n
"I made six calls between February and April but still these hugely overestimated bills kept coming.<\/p>\n
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"And even though I provided them with my new address on several occasions, they kept sending letters to the address in Wales.<\/p>\n
"It was always a different person and one person would say I owed \u00a3750 and then \u00a3600.<\/p>\n
"It was constant people threatening different amounts and they sent two different debt collectors agencies to me in Cornwall."<\/p>\n
Despite this, Lois claims that EDF never responded to her emails providing evidence of the correct meter readings.<\/p>\n
Instead of billing her for her actual energy usage, by taking into account the meter readings Lois had sent on multiple occasions, EDF was sending the 59-year-old estimated bills.<\/p>\n
EDF Energy said this was because the gas meter in Lois' Welsh property was replaced in February.<\/p>\n
However, the supplier claimed that it had not received notification from the gas network of the meter's replacement – meaning they'd instead used estimate usage to calculate her final bill in April.<\/p>\n
Not backing down, Lois formally complained and in the end, EDF Energy agreed to recalculate her closing bill to \u00a3118 as well as offer \u00a335 as a "goodwill gesture".<\/p>\n
A spokesperson for EDF Energy said: "We're sorry to hear about the problems Dr Grayson has been facing.<\/p>\n
"Having investigated the account, we can see the gas meter was exchanged on an emergency appointment in February 2023 when there was no occupier at the property she owns.<\/p>\n
"As this was booked directly with the National Grid, the new meter did not update on our system.<\/p>\n
"This meant bills were created based on estimated consumption, instead of actual meter readings, using historical data on the account.<\/p>\n
"Dr Grayson contacted EDF to query the balance.<\/p>\n
"We amended the account accordingly based on meter readings and applied \u00a335 as a gesture of goodwill for any inconvenience. Dr Grayson was happy to close the complaint."<\/p>\n
How do I challenge my energy bill?<\/h2>\n
If you've received an energy bill that's higher than expected, you should complain directly to your supplier in the first instance.<\/p>\n
Your supplier must clearly explain why it's chosen to bill you that amount.<\/p>\n
If you are disputing a bill, taking a meter reading is a must.<\/p>\n
If it's lower than your estimate, you can ask your provider to lower your bill.<\/p>\n
Similar to\u00a0financial services firms,\u00a0energy companies\u00a0have to have a complaints procedure for customers to follow.<\/p>\n
When you make a complaint, make sure you follow this so they have the information they need to resolve the issue.<\/p>\n
Simply explain what the problem is and what you want your supplier to do about it.<\/p>\n
Check your energy supplier's website for an explanation on how to launch a complaint.<\/p>\n
Energy suppliers have eight weeks to respond and come to a decision.<\/p>\n
If it doesn't or you're not happy with the response, you can take the firm to the Energy Ombudsman.<\/p>\n
How do I take my complaint to the Energy Ombudsman?<\/h2>\n
The Energy Ombudsman may be able to help if you have a\u00a0complaint\u00a0about an energy or communications provider.<\/p>\n
Before you can submit your complaint to it, you must have logged a formal complaint with your provider and worked with the firm to resolve it.<\/p>\n
You must also have received a so-called deadlock letter, where the provider refers your complaint to the Energy Ombudsman.<\/p>\n
You can also complain if you haven't had a satisfactory solution to your problem within eight weeks.<\/p>\n
The Energy Ombudsman then bases its decision on the evidence you and the company submit.<\/p>\n
If you choose to accept its decision, your supplier then has 28 days to comply.<\/p>\n
The Ombudsman's decisions are binding on the energy company.<\/p>\n
If your supplier refuses to follow the instruction, the Ombudsman may get in touch with Ofgem to remedy the situation – but there's no set time period for escalating issues to the regulator and it's not up to the customer.<\/p>\n
If an individual chooses not to accept the Ombudsman's final decision, they lose the right to the resolution offer.<\/p>\n
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Customers still have the right to take their complaint further through the courts.<\/p>\n
But remember this can be a costly and lengthy exercise, so it's worth thinking carefully before taking this step.<\/p>\n
![](\"https:\/\/www.thesun.co.uk\/wp-content\/uploads\/2023\/10\/psychologist-accused-edf-energy-bullying-850518360.jpg\")
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