EDF billing error hits small retailer after shop closure

A North Yorkshire retailer who closed his high-street shop last autumn says EDF Energy continued to pursue him for £579 for eight months after his account was transferred from Opus Energy. EDF took over Opus Energy's accounts in August 2024 and the shop was shuttered in October 2024. When he left, he submitted a final meter reading that EDF said was far below its estimate. He emailed a time-stamped photograph to prove the figure, but the bills kept arriving, along with requests for further meter readings and threats of legal action.

Over the ensuing months, the former shop owner received multiple bills with different totals and reminders, even though he had already paid what EDF demanded. A revised final bill in July 2025 reduced to £158.34, and he paid it to bring the matter to a close. In August he was told the refund would be paid back, but that money never materialized. Then, on 5 September, he received an email claiming he still owed £579 and that EDF was preparing legal action.

The dispute drew the attention of This is Money’s consumer champion, who asked EDF to resolve the situation. After the outreach, a EDF representative said the meter reading plugged into the Opus account in August was 1,129 kilowatt hours higher than the final October reading. The discrepancy could stem from the use of estimates for customers who fail to provide regular meter readings, which can reopen accounts and trigger billing errors. EDF recalculated the bill and sent a cheque for £573.11—the amount of credit that should have been in the account when it closed—along with a £100 goodwill gesture. A spokesman said, “Unfortunately an error has meant that [I.R] received an inaccurate bill which we are pleased to say has been rectified. We're sorry this wasn't fixed sooner and we've sent him a credit cheque alongside a goodwill gesture.”

The episode highlights how energy suppliers’ billing practices, especially for customers without regular meter readings, can lead to protracted disputes for small businesses trying to stay afloat in a challenging climate. The consumer-columnist notes that it requires careful record-keeping, clear meter readings, and persistence to untangle mismatched estimates from final bills and account closures. The case also illustrates how a formal complaint can sometimes stall before a supplier reassesses and issues corrections and credits.

In a separate retail dispute, a Karen Millen customer said she did not receive a refund after returning a dress and jacket purchased for £140.31. The items were delivered, then returned via Evri, with Evri’s tracker showing the package as “returned to the retailer.” Despite proof of return before the 14-day window, the refund did not proceed. The customer contacted Karen Millen via WhatsApp and was told the refund “failed to process,” and she began a PayPal dispute in August. Karen Millen insisted she close the PayPal dispute to receive a refund, and PayPal ultimately declined the claim. Karen Millen later said it would not speak further with the customer.

Debenhams Group, which owns Karen Millen, later issued a PayPal refund of £133.32—order value minus postage and a £2 admin fee—and provided a £25 voucher as a goodwill gesture. A spokesman for Debenhams Group said, “The refund was initially delayed because the customer had also contacted their payment provider, which temporarily placed a hold on the return. Once that was resolved, the refund process did not run as smoothly as it should have, and we have offered a £25 goodwill voucher in recognition of this. We apologise to the customer for the inconvenience caused and are pleased to confirm that the full refund has now been processed.”

Together, the cases underscore how consumers—especially small business owners and online retailers—navigate disputes with energy suppliers and retailers in a difficult market. They also illustrate the importance of timely clarification, clear communications, and the role of independent consumer coverage in pushing for resolution. For readers managing similar issues, keeping copies of meter readings, email timestamps and all payment records can help support any claims and speed up fixes when errors occur in billing and refunds.