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Stretching your budget? Share tips and advice to discuss budgeting and energy saving here. For the latest deals and discounts, sign up for Mumsnet Moneysaver emails.

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Original poster

EDF & Energy Bill Support Scheme

82 replies

MenopauseSucks · 03/10/2022 10:21

I'm with EDF & pay monthly by Direct Debit.

I had an email from them on 24th September regarding the 'UK Government's Energy Bills Support Scheme' - basically a convoluted way of talking about the £400 that we will all be getting.
According to their email, it's due to start October 2022
As I pay by monthly Direct Debit there will be an automatic refund to the bank account from which the DD is taken.

3rd October - my monthly Direct Debit has been taken - 1st working day since the start of the month.
No sign of the £66 either in my bank account or even credited to my EDF account balance.

Have any other EDF monthly DD customers received their £66 yet?

Has anyone received a bill for their usage up til midnight 30/09/22 yet?

Am just wondering whether we'll receive a bill up til then as the SVR changed at 0001 on 01/10/22.

Also... I took a meter reading on 30th September ie photographed it & emailed the photo to myself so it's all dated 30/09. Although I have a smart meter, should give EDF that meter reading just in case?

Obviously I've looked through all their useless FAQs plus am trying to contact via WhatsApp & SMS & am number gazillion in the queue hence me asking Mumsnet!

OP posts:

Thread gallery

squarepegleg · 25/10/2022 20:16

Ours went on 21/10. Increased from £261 to £409.

Hoping for a credit any day now.

Pingreen · 26/10/2022 08:07

Our monthly DD was taken on 10th October and a credit of £66 was applied to my online energy account on the same day. No sign of it being refunded.

I would prefer for EDF to keep it as credit on my account, although I am already £857 in credit, but EDF state that the money won't stay there, it will be refunded.

They also stated that it should have been done by now and don't know why it hasn't.

Waspi · 26/10/2022 12:12

Glad to hear some others are having issues. They have simply transferred £66 from my electricity account, by deducting £66 without providing anything, to my bank account. No response as yet. Can't be a general problem as everyone would be talking about it.

AtomicBlondeRose · 26/10/2022 15:57

So this is what I have showing on the app.

As you can see, I had a credit of £273 when my last bill came. So when they sent me that money back to my account it shows as a refund.

Then I paid my direct debit as usual. They added £66 to my EDF account and then the “refund” is the £66 being sent to my bank account. They can’t refund it without giving it to you first or they’d be taking your own money. People who don’t think they’ve had the rerun, what does your payment history look like?

AtomicBlondeRose · 26/10/2022 15:58

Click on the photo to see the whole thing.

Pingreen2 · 26/10/2022 18:01

This is a screen shot of mine. I am £857 in credit and was paying £209 per month. I received my bill advising they were increasing my DD to £284 per month and I contacted them to ask why they aren't using the built up credit to draw down on each month, rather than increase my DD.

They reluctantly agreed to keep my DD as it was, as I told them I wanted a refund of my £857 otherwise.

The £66 is showing as a credit applied to my energy account on 10th October. No refund for it yet. Still sitting as credit.

Tara336 · 26/10/2022 18:08

I've had mine, they say it will go in 5 working days after your DD is taken, it actually came 3 days later

J123X · 26/10/2022 19:04

That is exactly what has happened to me. No money went into my back account either.

J123X · 26/10/2022 19:10

I meant to link to uour email to say I have had the same experience and no refund to my bank. In theory, it means I have NOT received any money (£66.00) from EDF.

AtomicBlondeRose · 26/10/2022 19:11

@J123X the refund was sent to your bank on Monday, so it might arrive in the next couple of days.

dementedpixie · 26/10/2022 19:12

J123X · 26/10/2022 19:10

I meant to link to uour email to say I have had the same experience and no refund to my bank. In theory, it means I have NOT received any money (£66.00) from EDF.

But your direct debit was only made on the 24th October. The refund will take several days to reach your bank account

J123X · 26/10/2022 19:14

Why don't they just leave it as credit on the energy bill instead of causing all this confusion, because I will only need repay it back into my energy account. I'll wait to see what happens.

SuperCamp · 26/10/2022 19:17

If you pay the exact mount by DD it is simply credited to your bill.

If you have a set DD it is a refund to your bank.

If it is showing as a credit on your account, that’s it!

dementedpixie · 26/10/2022 19:29

I'm glad Octopus are just crediting it to the energy account. They are reducing the direct debit so you still get the same amount credited to the energy bill

mondaytosunday · 26/10/2022 20:37

I'm with British Gas and it took over ten days for the £66 back in my account.

OxanaVorontsova · 26/10/2022 20:42

Not EDF but mine was just credited to my account like my DD is, but not linked to my DD or billing dates.

Pingreen2 · 26/10/2022 21:18

SuperCamp - I pay a set amount by DD on the 10th of each month, yet the £66 has been sitting as a credit on my energy account since that date. No refund amount showing like others have posted.

EDF said the money would go back into my account within 5 days of the DD being taken but when I told them we are well beyond 5 days, they had no response as to when it would be refunded.

squarepegleg · 26/10/2022 23:09

All just happened this evening.

DD went out 21st
Credited £66 to EDF account 24th
Credited £66 to bank account 26th

Happy that's sorted

Waspi · 29/10/2022 11:18

My problem is not just a matter of whether the money has gone into my bank account or been credited to my energy account, I would not make a fuss about that. The problem is that it has been DEBITED from my energy account, not credited, so I've got no extra money at all. Still not heard from them, nearly a week now.

J123X · 29/10/2022 14:34

Luckily for me they have now credited to my bank account which took about 5 days. So yes, they credited it then debited it out of my EDF account only to end up paying it into my bank. Surely, there was a more straightforward way of doing this instead of causing confusion amongst customers.

The chat service is not great because the length of time it takes someone to respond.

Waspi · 30/10/2022 15:17

It sounds as if others have had money credited to their electricity accounts then debited followed by a transfer to a bank account. Complicated but fair. In my case just the debit from my electricity account without the previous credit.

TimeForMeToF1y · 30/10/2022 15:28

Waspi · 29/10/2022 11:18

Which supplier is it? Are you sure they haven't just shown it in a really confusing way

I'm in a few fb groups and while different suppliers are doing it differently I haven't seen posts about any totally cocking it up

Waspi · 30/10/2022 16:52

It's EDF. My husband checked it to see if I was missing something- but if I was he is too. CAB now taking it up. Probably just a mistake on my account.

TimeForMeToF1y · 30/10/2022 17:25

Waspi · 30/10/2022 16:52

It's EDF. My husband checked it to see if I was missing something- but if I was he is too. CAB now taking it up. Probably just a mistake on my account.

Do you have the app, on my account it shows it being added on then taken off again

Waspi · 31/10/2022 09:47

If anyone has the time or inclination they can do the maths and see my refund has been debited, with no previous additions of £66. Still chasing

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