Double Charges and Confusion Over Bills
A couple in Manchester reached out to The Sun's Squeeze Team after their energy supplier, EDF, charged them double the rates they had agreed upon. The couple received a renewal quote for £5,174 but had negotiated a better rate of £2,456. However, their bills continued to come in at significantly higher amounts.
EDF Acknowledges Mistake
After investigating the issue, The Sun's Squeeze Team discovered that EDF had indeed given the couple an incorrect quote for their standing charges. The fixed daily fees for energy were quoted at 22.25p instead of 42.25p. Additionally, the initial quote was based on estimated usage rather than their actual usage, resulting in higher bills than anticipated.
Attempts to Resolve the Issue
The couple had been trying to rectify the mistake with EDF for months and even contacted the Energy Ombudsman, but to no avail. They contested the rate instead of terminating the contract during the 14-day "cooling off period" mentioned in a letter sent by EDF at the start of their contract.
Compensation and Solution
After The Sun's Squeeze Team intervened, EDF admitted its mistake and offered the couple £150 for the difference in standing charges and £100 as compensation for the confusion surrounding their bills. EDF has also agreed to call the couple to address the high costs and discuss ways to reduce their energy usage in the future.
The Squeeze Team's Success
The Sun's Squeeze Team has now helped readers reclaim a total of £153,164.
Know Your Rights
If you find yourself being charged more than expected, it's important to review your contract and understand the charges involved. Keep written evidence of any quotes or agreements. Challenge your provider and ask for your bill to be adjusted to the agreed-upon amount. If necessary, utilize formal complaints processes or alternative dispute resolution schemes such as Resolver. In the case of energy bill disputes, contact the Energy Ombudsman.
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