Aibu to assume topping up prepay meters is available 24/7?

[nibblingandbiting]

Browsing twitter and I came across a string of posts to utility company, paypoint and even ofgem about prepayment meters.

The poster had run out of energy after 11pm and was left in a position of having the money but no way of topping up as no where was open.

The op was asking if they should work together with stores to ensure topups could be done 24/7.

As a result the op had the cash, but nowhere to top up for the night and even mentioned vulnerability within the posts. I have spoken to the person through Dm who screenshotted the live chat and again vulnerablities was mentioned.

Cs has been shocking and keeps telling the op to basically get financial advice. Even though the op points out this is a mute point.

So aibu to think that we should be able to top up energy 24/7? I am actually surprised that you cannot and have come very close myself over the years of running out over night.
Or is the company correct in its stance of tough, get financial advice and topup during normal hours. There’s no excuse to run out.

I have just spoken to edf chat on behalf of a friend. They didn't know what they were taking about. As I work in the industry I had to keep correcting them.

Then we had to call as the person said they couldn't help anyway.

They are rubbish. Their customer service is dire and their services are far more limited than a few others.

She should have been able to call EDF out of hours seevice and get a 'wind on' if she had vulnerabilities or someone with vulnerabilities in the property. The engineer comes out, puts some money on the meter and the customer pays it back. This process is designed for people off supply, with vulnerabilities.

Has she actually called them or only we chat?

The only number was the 0800 one which was closed and referred to live chat. Several times during the chat the vulnerabilities were mentioned in great detail and that everything is on the account. The first person basically said everything is closed and H&s info about checking wires to ensure covered correctly and ended the chat.
The second one the desperation is clear and talks about battery dying and the implications. Just need somewhere to top up. It’s mentioned a lot how it’s another screw up, it’s own fault, wasn’t thinking why, and assuming 24 hours store would be fine when everything went dark. This was a 20 min live chat.

If you ring the 0800 number after 6pm (other companies are 8pm) it directs you to out of hours.

The automated message says they are only taking calls for people who are off supply.

I called it, for the same friend a few weeks ago, After 6pm, and was surprised they had switched to out of hours and didn't take normal calls after 6pm. So I know that's what their lines say.

Oh fuck me. This gets better. Several tweets again saying they accept responsibility and they were asking why edf couldn’t provide 24 top up. Clarifying finances weren’t the issue, it’s down to mh (edf are fully aware of the issues). How they followed the advice from edf own website. That they take responsibility just wanting to know why not 24 topup.

Many of u have mentioned smart meter wouldn’t have happened with one. The person cannot get one and their interest has been registered. And how they have been made aware not by edf or paypoint that the service would have been down anyway.

For what it’s worth this info IS NOT on edf or paypoints site. Paypoint reply was check with their site and contact the store to double check opening times.

It's not that juicy, is it Person with chaotic life forgets to go to shop.

Why so interested?

OP you’re ridiculously over invested in this!

I still don't get why she didn't call their out of hours line.

I'm confused. Are you the person, OP?

As PP has said, most energy companies offer a “friendly” period where gas/ electric will not be cut off between 8pm and 10am. Check with provider. Also we got our provider to install a smart metre so we can top up from home at any time on the app. That doesn’t help if you only have cash though.