Don't pay the bills we raised, they are incorrect, moving onto no bills but applying charges anyway. Went on for over a year, customer service frustrated the process, eventually managed to get a complaint through. Didn't go to the ombudsman, wanted to give them a chance to resolve the complaint. Apology, enhanced compensation received, repayment plan for back billing agreed, agreed not to take it to the ombudsman, problem resolved or so I thought. 5 months later, email threats about outstanding balance. Claiming no repayment plan in place. This is despite receiving monthly gentle reminders my repayment plan was due on the 1st. Emailed customer services, I was informed that the repayments had not been allocated to a plan ?! Then I was asked what date I intended to pay?? I requested a complaint be raised for the repayment plan not being honored and the threatening emails only to be told to take it to the energy ombudsman, they refused to accept that it had nothing to do with the billing complaint that was long resolved. They have stated that they will not discuss the repayment plan any further and that I am to go to the energy ombudsman. So unless I give them a date I intend to pay and set up a second repayment plan which means I would then have had to pay two repayment plans at the same time, I had absolutely no way of resolving this with EDF. EDF also confirmed they would continue with debt collection, despite having a repayment plan in place, because I would not give them another date of when I intended to pay.Please bear in mind, the agreement was £100 per month for repayment of the back billing due on the 1st and confirmed by their monthly reminder emails, plus the monthly bills due in full. This was my suggestion which EDF readily accepted in writing. This has been stuck to without fail.Of course every threatening email I receive is now responded to with the words "there is a repayment plan in place" True to their word, they do not respond.The evidence they sent to the ombudsman was to prove they resolved the billing issue, they have not included the recent emails. They tried to convince the ombudsman that I was raising a complaint about billing and not their handling of the repayment plan.Good job I included them though. Can't have EDF telling a misleading story.As of this month EDF have removed the repayment plan without prior consultation with myself, I can presume this is to justify their escalated threats.I realised this when I didn't receive the gently monthly reminder. I have carried on with the agreement regardless. It is remarkable how they have frustrated the case with the ombudsman and since I am in the process of initiating legal action against them, they would compromise their own defence. The repayment plan was stuck to without fail, so not only have they caused such a commotion over the billing, they then backed away from a repayment agreement that they agreed to. Of course the customer is gaslighted into thinking it is they that are at fault, especially when you consider the comments made by the agent in my last correspondence but realistically, without having access to their systems, I fail to see how I could have stopped their failures. I noticed that a lot of customers have confused EDF with EDF Energy, if you put the reviews on there together with the reviews here, it would not be 4.8. I have no idea what I did to make EDF hate me so much, but my god! It must have been horrendous!!
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