A termination of an EDF contract that you never requested almost always results from an error in the delivery point (PDL) or PRM entered during the supplier change of another consumer. The incoming supplier transmits an incorrect identifier to Enedis, which links the request to your meter and terminates your contract. This mechanism accounts for the majority of unsolicited terminations reported to the national energy mediator.
PRM Error and Linky Meter: Why the Risk Persists
The widespread use of the Linky meter has accelerated supplier change operations, making them almost instantaneous, without a technician’s visit. This is an advantage for the subscribing consumer, but a problem for the one whose PRM has been confused with another: termination and disconnection can occur within hours, without physical notice.
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We observe that the most common error remains the inversion of two digits in the 14-character PRM number. The incoming supplier enters the wrong identifier, Enedis automatically executes the switch, and your former supplier sends you a termination bill that you never requested.
Acting quickly is crucial. Every day of delay complicates the reconnection and can lead to reopening fees that you should not have to bear. When faced with an EDF termination error, the priority is to simultaneously contact your historical supplier and Enedis to block the switch or have it canceled.
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Complaint to the Electricity Supplier: The Technical Procedure
A call to customer service is not enough. The complaint must be formalized by registered mail addressed to your supplier’s complaint service. This letter is the central piece of your file if the dispute escalates to the national energy mediator.
Content of the Complaint Letter
- Your customer number, the PDL or PRM number appearing on your bill, and the date you noticed the termination or disconnection.
- The explicit mention that you did not make any request for a supplier change or termination, and that you contest the operation.
- The request for reconnection without fees and restoration of your contract under the previous conditions (tariff, subscribed power, pricing option).
- A request for identification of the third-party supplier responsible for the error, as this supplier must bear the costs.
The supplier has a response time. In the absence of a satisfactory return, you can contact the national energy mediator, provided that your written complaint is more than two months old or that you have received an explicit refusal.
Obtaining the Name of the Responsible Supplier
Your current supplier (or former supplier, if the contract has already been closed) can query Enedis to identify which supplier triggered the erroneous switch. Request this information in writing: it conditions any subsequent compensation request.
Compensation and Reconnection Fees After an Unjustified Disconnection
The Energy Regulatory Commission (CRE) reminds us that when a disconnection results from an error in termination or supplier change, the network manager and the supplier must restore supply as soon as possible. The consumer should not bear the costs related to this error.
In practice, the items of damage that can be claimed in a complaint are broader than what most articles mention:
- Reconnection fees charged by Enedis, which must be fully reimbursed by the at-fault supplier.
- Charges incorrectly billed under the incoming supplier’s contract, to be regularized between the two suppliers without impacting your statement.
- Documented material damage: loss of refrigerated food, inability to heat, temporary accommodation costs. Keep invoices and photos as evidence.
The national energy mediator has reported an increase in disputes related to unsolicited terminations since 2023, often due to these PDL entry errors. Its recommendations, although not legally binding, are followed by the vast majority of suppliers.
Contacting the National Energy Mediator: Conditions and Deadlines
The mediator intervenes for free. We recommend not waiting until the maximum deadline to compile the file. Gather the following documents from day one: a copy of your last contract, the termination bill received, the complaint letter sent to the supplier with acknowledgment of receipt, and any written exchanges with customer service.
The submission can be done online at energie-mediateur.fr or by mail. The mediator issues an opinion within 90 days after receiving the complete file. During the investigation, the supplier must maintain or restore the supply if the disconnection is contested.
When the Mediator’s Path is Not Enough
If the supplier refuses to follow the mediator’s recommendation, judicial recourse remains open. The local judge is competent for low-value consumer disputes. Before reaching that point, reporting to the DGCCRF (Directorate General for Competition, Consumer Affairs and Fraud Control) strengthens your position, especially if the error resembles forced selling or abusive canvassing that triggered the supplier change without your knowledge.
An erroneously terminated contract is not an administrative fatality. The traceability of the PRM, the written formalization of each exchange, and the systematic preservation of evidence of damage are the three levers that transform a complaint into a solid file, whether the dispute is resolved amicably or before the mediator.