Widow 'hounded' by EDF for bills but she says she's with British Gas

A pensioner claims she has been “hounded” by an energy firm which has chased her with demands for payment even though she is no longer a customer.

Valerie Clemson, 76, from Conwy, North Wales, is "going crazy" with frustration because EDF keeps asking for money even though she says she has moved to British Gas.

The widow had been with EDF in Penmaenmawr but paid her gas and electricity bills with the company in full and switched to British Gas when she moved to Conwy.

EDF confirmed it was investigating the issue.

Mrs Clemson said EDF told her "Sorry you've left us" but then "the letters and bills started coming" to her new home.

A bill dated April 10 demanded £1,263.83 for gas.

The former nurse and shop worker had been living in Penmaenmawr but moved to her bungalow in Conwy in April last year.

Sadly, she lost her husband Maurice soon afterwards.

"I don't know which way to turn," Mrs Clemson said.

She added: "I've never owed a penny to anyone in my life." The exasperated British Gas customer claims she even got three letters on one day from EDF.

"They (EDF) are hounding me, saying I owe them money but I'm paying by direct debit to British Gas!" Ms Clemson said she has contacted EDF and says they said they were sorry yet she says the demands for payment did not stop.

"I thought 'Thank the Lord' but two days later I got a bill! It's like nobody speaks to people in other departments. I'm going crazy with it all."

An EDF spokesperson said: “We’re sorry to hear about the problems Mrs Valerie Clemson has been facing and we’re investigating this as a priority.

“We remain committed to helping as many customers as possible, including providing debt relief and installing energy efficiency for those in fuel poverty.”

How you can complain about a bill

Firstly, contact the energy supplier through customer service.

Make a copy of anything you send to the supplier, including bills, and write down when you sent them for your records.

Include all supporting evidence of your claim in correspondence, eg bills and other records.

If you find yourself in a deadlock situation with the energy firm, it may be beneficial to refer the complaint to the Energy Ombudsman.

Latest Ofgem energy bill announcement

The average household energy bill will fall after wholesale prices dropped slightly.

Energy regulator Ofgem said the new cap on a unit of gas and electricity would reduce the average bill to £1,923 from 1 October, from £2,074 per year.

The average customer with a prepayment meter will see their bills fall to £1,949 per year.

This average is based on an estimate that the typical household uses 2,900 units of electricity and 12,000 units of gas.

But despite the fall in the cap consumers still face the prospect of paying more this winter because government support which was in place last year has gone.