EDF Energy Reviews 215

Like so many other people, the customer 'service' was abysmal - being repeatedly asked for information already supplied, no action being taken, lack of empathy. Engineers who arrived (to fix the problem that didn't exist until EDF took over supply) routinely complained about how they are tasked by EDF - and none of them sorted out the issue.

I left EDF in October 24.
After huge hassle I eventually got to leave by paying another £60 as they have messed up my meter readings.
To their credit in Dec they out of the blue apologised as they hadn't closed my account so gave me £60.
Yesterday 27th August I received a statement saying £127 in credit. In Feb someone had realised the money I paid to leave was incorrect and credited my old account.
25 mins on hold I have now got a further refund 10 months after leaving.
I know the decision to leave was correct, EDF are hopeless.
Im with Octopus, amazing app. It works, call centre in minutes and not one problem.
Moral of the story, just leave and don't touch EDF.

DISGUSTED! Absolutely disgusted!

Long story short, moved into a new home, I found a cheap energy supplier but their customer service was shocking, so I called EDF and was amazed by them. They answered so fast every time I called, had a lot of patience with my questions and albeit they were more expensive, decided to go with them due to this. I even did 2 fantastic reviews for them....

THE SECOND I WAS IN A CONTRACT WITH THEM...

Not a single answer to the number provided, waiting for 57 minutes before I hung up. This has happened every single time.
I tried the NEW SALES TEAM and not surprised how they answered straight away. It's funny how they do that when they want your business, but the second they have it, don't give a s**t.

They've also charged me and debited my account to almost £200, when we haven't even moved in yet!!! So WTH?!

Absolutely awful customer service.
Try and call them about the unnecssary letters they send you and they keep you waiting and waiting and waiting to talk to a person. The automated service is not much use in these circumstances either.
Go elsewhere if I were you.

I sold my mother's house on 3rd October 2024, notified EDF and sent meter readings. (I have the email I sent with the attachments). They settled the final account with me as her executor (she was in credit so they paid the estate). I received a letter from LCS, a credit reference agency, dated 6th August addressed to my dead mother and father, but at my house, demanding payment for the six months AFTER THE HOUSE WAS SOLD and threatening to share this information with other agencies. Nothing I have done to get this sorted out with EDF had made any difference. On 14th August I emailed and stated unequivocally that the addressees were dead, and that the house had been sold before the period in question. I got a pointless reply that said no bills were generated after April 2025, which was not the period in question. I replied to this effect, and got another meaningless reply 3 days later, this time saying that they had no record of contacting the debt collectors and the last bill was from November to August. They simply were not reading my emails properly. I replied (same day, 18th August) showing them a copy of the letter from the debt collectors (LCS) and reiterated that this was after the sale. I'd had no response by 21st August so sent it all again and stressed this was a formal complaint. EDF replied to say they had never had a death certificate (not true, I had dealt directly with their bereavement team) and that the new owners did not take over until 30th March. That again is not true. The house was sold on 3rd October. I sent them the death certificate AGAIN, and a copy of the email I sent informing them about the sale, and a copy of the meter readings (taken by phone and therefore dated). I have also sent a copy of the completion statement for the sale of the house. I got a reply asking for a time at which they could call me today, and for a phone number. I sent them a time, and also said that I would make myself available at another time if that was not convenient. They did not reply and did not phone. I do not know what to do and am at my wit's end. I am devastated to be labelled a debtor, as I have never owed a penny in my life. I am in my seventies, with various health problems, and cannot sleep for worry about this. My blood pressure is up 20 points. I would urge you not to contract with this company under any circumstances.

I wouldn't join EDF again if they paid me. They don't even seem to have a complaints dept now so you just go round in a circle. Their ineptitude and unwillingness and Customer service line is inefficient and just shocking. Tells you all just how valuable you are to them. I have been contacting them since 7th July and still no real customer service, just another statement after statement, all incorrect, all different. I'm done now I am writing to the ombudsman.

The worst Energy company out there! On top of already overcharging us for electricity each month, when we switched to another company, they charged us almost 400£ in what they claimed to be a “debt” that was built over 8 months. Mind you we were already paying 120£ a month for a 1 bedroom apartment! Not sure where this debt came from and they couldn’t explain it either. They claimed we were using more energy than we paid for, and instead of charging us each month they just built a debt on our behalf! (Which makes total sense!) There was also no discussion or no notice of the 400£ being taken out of our account, we just woke up and had the money taken out of our account. When we tried to talk to customer service, it was all a robotic conversation, completely pointless. NEVER going back to this ripping company and will make sure anyone around me avoids these scammers at all cost!

EDF was inherited from previous tenant at our warehouse. I’m at warehouse office two hours a week if my lucky my electric used is £14 a month edf have been adding £2 a day standing charge my months bills is £76 absolute joke. Standing charge is the next ppi it’s a daylight robbery

Absolutely unprofessional not one person who answers the phone know what they’re talking about take your number email every time you phone for them to ask again when u contact them even tho they was suppose to contact you and they ask for the same details a different person every time wasn’t recording half my calls put numerous complaints in i would never recommend this supplier to anyone with a business I’ve been left with no supply for over a month in my business and im the only one trying to sort the whole situation out because not one of them are doing I email everyday phone everyday to be blanked or past pillow to post for them to say the have no power to help me ? Why they work there then is beyond me

Worst energy company ever! Had an account for months, first two months there was issues with my billing and i recieved no bills. Now ive got a bill of over £1200 for 6 months usage as a single person! All they say is it is based on metre reading even though i raised issues with my metre twice. Dont use EDF they will rinse you. Happened to my mum aswell. No customer service support to deal with it they just koan at you for not paying your monthly bills even when you tell them you havent recieved any and this is evident on my account. Useless. Octopus energy so much better.

My account was tranfered from Opus at which time the consumption had dropped to 20% commercial.
Opus had agreed to switch the account to domestic but time scales didnt allow beore i was transfered to EDF.
Edf have taken 6 months to reply with a point blank refusal to do it, saying it is not allowed.

A couple of months ago I had an appointment for a smart meter to be installed and spent all afternoon waiting for someone to ft it, no one turned up, and no explanation !!
I was told they would set a new date, Im still waiting and am worried about the estimated bills for gas, because my old smart meter is not sending gas readings because the meter is not working
I sent an email last week voicing my concerns as I am 81 years old, and worried that because they only take the standing charge at the moment, when its fixed ,I will be added with a big bill.
This is the reply I recieved from them...

" Hey, we are still waiting for awaiting to hear back from the appointments team in relation to the date for the exchange, cheers ,Ellis
Im infuriated to be addressed as"Hey" and basically just dismissed 😡

Thought all okay at first for a couple of yrs. But I have telephoned EDF x 3 times politely requesting my £200 back as I am in credit! Still leaves £80 plus and I am a pensioner so nd my £200 back.
Spoke to 2 ladies then a male and waited ages on the telephone...
Debatable if I get my monies told to wait 7 days?? But.. they are quick to take money...
Now in touch with the ombudsman.
Debatable if I get my money back. I will change supplier if they do not start acting professional...

My prepayment meter failed after power failure! Numerous calls! Nice music but no one knows how to answer a phone! 18 months down the line got a email are u a vulnerable customer!!! No im not .have you got dementia!!! Yes I think.you have Mick.

Received a bill on behalf of my elderly mother who has been a a care home for 2 1/2 years and her property was empty. The gas reading did not move from Oct 22 to Aug 24 and the electricity only slightly. When her property finally sold last August and the account was closed, she received a refund. Earlier this month we received revised bill stating she owed nearly £300. Luckily I had all the bills and WhatsApps to evidence there inaccuracies. They then state they have got it wrong and she is owed £35. I feel like it's some spurious phishing before the 12 month cutoff hoping people won't have kept their bills and messages to argue the bill. The company rarely read the electric meter and never walked to the other side of the property to read the gas. I'm sure some elderly people would just pay it as they wouldn't know how to argue it. Dreadful treatment of customers.

I manage the EDF acc for my elderly and sick mother. EDF have been dreadful. There is no support for vulnerable customers at all. The smart meter installed does not work and never has. We have been trying to arrange a time when carers are with my
mother to have it replaced . EDF ignored the times that were possible for my mother and carers and the call from a manager did not happen.
When they call, they allow the phone to ring for a couple of seconds and when answered immediately they have gone. They then send an email to say they tried to call and I wasn’t in.
I am appalled by the poor service to a 92 year old

EDF kept emailing me telling me that my tariff was ending at the end of June and I needed to select a new one, with a nice link to their website to do it online. But every time I tried to select a new tariff it said I couldn't do it online at the moment.

Eventually I decided this wasn't going to change and phone them. After a long wait on hold the person I spoke to told me he couldn't change my tariff and I'd have to do it online. After a bit of discussion he said he'd have to transfer me to someone else and promptly hung up on me.

Thankfully he later emailed me, apologising and agreed to change my tariff. I even got an acknowledgement email.

But yesterday I was rolled over onto the standard variable tariff instead. I phoned up and the person I spoke to told me he could only change my gas tariff and someone else would have to change my electric tariff. He arranged for someone to phone me today at 1pm.

Nobody phoned.

I tried phoning EDF's complaint number but was cut off after 24 minutes on hold. I emailed them to complain. No response.

So what am I supposed to do? It feels like EDF want me to stop being a customer. I sure as heck am not going to charge my car up on their standard rip off tariff.

Called for a query on the electricity bills as I think my company was overcharged. I had to spend over 2 hours on the phone because they answer, but soon they put you on hold for 30-40 minutes until you're force to hung up and try again. In the end I was told to email them, I've tried this in the past but they take 2-3 months to reply, meanwhile you're getting ripped off. Avoid at all cost

Horrific service.
I moved into a residential house that had been run as a micro business and so had a business account. I simpy lived there so applied for the address to be reverted to a residential account.
The business edf number always answer quickly then tell me I need to speak to the residential number. They never answer or answer and then hang up immediately - presumably to log the operator has answered lots of call.
Emailed them instead. Filled out the form. Nothing. Then was told the team dealing with this had a 6 month backlog. 10 months later still nothing.
Go back to the beginning of this review to see what happens next. Nothing. Absolutely criminal. DO NOT USE EDF ENERGY FOR YOUR ELECTRICITY

A terrible untrustworthy bully supplier. Beware that even though you agree a fixed deal, they will inflate their prices and overcharge you. They disregard the price cap set by Ofgem. At one point during a conversation on the phone, a guy threatened that if I don’t install a smart meter, they will remove the night rates and I think that is what they have done. I explained that with an economy 7, meter readings are correct and pictures of every reading could be provided. We have now moved to another supplier but still have an expensive bill to settle. I am now left with a dilemma of having the account verified and complaining to the energy ombudsman. Please do not sign up with this supplier.