Energy News

EDF to reimburse 100,000 overcharged customers

By Martin Fagan - martin@consumerchoices.co.uk

Faulty meter reading system caused problem, says EDF.

Power giant EDF Energy has admitted it overcharged 100,000 customers over a seven-year period because of a fault in its automated telephone meter reading system.

Following price changes between October 2003 and April 2010, customers who received an estimated bill and then subsequently used EDF’s automated telephone system to provide a higher reading saw all of the additional units for the billing period charged at the new tariff rate.

In contrast, customers who provided their readings directly to an EDF Energy customer adviser saw their charges correctly allocated and received an accurate bill.

EDF said it had “plans in place” to fully reimburse those who had been overcharged, including an amount for accrued interest. The energy giant added it would not be seeking to recover any money from those customers who had been under-billed during this period.

“Customers clearly have a right to expect that if they take the time and effort to give a meter reading that their supplier will reflect this in their bill,” said Adam Scorer, director of external affairs at energy watchdog Consumer Focus.

“We know that some customers are concerned about whether firms are charging them incorrectly around energy price changes. So, it’s also welcome that [energy regulator] Ofgem is talking to other suppliers about their automated systems and their charging at old and new unit rates when prices change.”

EDF will automatically credit the accounts of affected customers who are still with the company. For customers who are no longer with EDF, and who lost out by £3 or more, EDF will write to the address it holds for them with details on how to claim their refund.

EDF said all reimbursement would have been paid to the existing customers by 30 September 2011.

Any customer concerned they may have been affected but has not been reimbursed by that date should contact EDF on 0800 046 2012.