EDF Energy Reviews 81

The communication is terrible. They give out false information tell you any old bull to palm you off. Staff are incompetent cant answer straight forward questions relating to my account you can't take there word on anything. When you ask them to give you evidence in writing they direct you to the app. This is if you ever get to speak to a member of staff. If they cant be arsed answering your questions they just hang up then your back to square one . They have been telling me i have been in debt when i tried to find out how much i owe they told me nothing. Knowing edf energy i knew i couldnt take there word for it. However i got my father to work out what i use a month . I use £160. Edf taKE £266. I adressed this with edf energy asking to bring monthly payments down to £170. This was clarified on 17th dec also received a letter to state this . Today edf energy took £266 out my account which has now messed up my monthly income . Tried to contact them for help through what'sapp for them to tell me,it didnt recognise my post code or account. This company are playing on my mental health and feel as if i am banging my head against a brick wall when all i want is to know were i stand . Feel as if i really dont trust them no consistency with them. I want to leave . Stressed out my box with edf energy.

By using the ESF my energy app to monitor our use n the cold weather, we discovered that for some reason we were on a single rate tariff. Checking up we found that we had been taken off the E7 tariff in April. We contacted EDF 18 days ago on the 2nd Dec via phone after 30 minute wait. Got cut off. Tried again and this time it was agreed to change the tariff to E7 once again. After two weeks still nothing so we contacted them again on the 16 Dec. Still nothing. Loads of reassurances and no action. Add the two EDF WhatsApp contacts, three EDF text messages and two online chats still nothing. Even got a reply via email saying that we hadn’t got a Smart meter despite having one for numerous years. Forwarded photos of the same. No reply. Phoned again on Monday 19 Dec and was again promised that the tariff and the meter would be recalibrated, together with a promise of a call back to confirm. No call back was forthcoming. Called again today 20 Dec after a 25 minute wait was connected to an agent who cut me off. Another 30 minute wait and get connected another agent who informs me that no requests for change had been made by any of the previous agents that I had contact with despite their promises. After a 56 minutes conversation I get reassurances and email confirmations of the change. However, the emails numbers are different to those now showing on the App and there is still no mention of a two rate tariff. So after nearly three weeks we still don’t know the correct position. I have no confidence that the correct change has been made. We will wait and see. If not then it’s Ofgem.

EDF tried to take payment too Earley had chsts with lots of reps to no avail avoid this cowboy of a company.

Had two new smart meters fitted today by two EDF engineers- Hung and Ben.
They were brilliant; they went out of their way to be helpful and considerate. They completed the job quickly and skilfully and made sure that we were completely happy with the process.
Great job, guys- thanks very much.

The billing is a complete mess. Multiple errors and resulted in me an absolutely wrong direct debit figure and after the correction I am stuck with more than £1000 balance with the company.

Multiple complaint letters sent. Everyone claimed that they never saw it...

Rang customer service to close down mums account due to a house move (the operative Nikeal) was very helpful even though it meant closing the account. He eas also attentative enough to spot it was mum's birthday yesterday and wished her a belated birthday. It's all too easy to criticise bad customer service, but for once, this was a good experience and the operative did well. Thank you !

I have had a problem with my mother’s electricity supply, it was transferred to EDF in April this year without her knowing. We have tried to set up a direct debit to pay but I’ve now made 9 phone calls to them to set up an account, you’d think I was trying to get money from them. My mother is concerned she’s going to have a bailiff at her door (she’s in her 90’s). Commercial Services don’t know what they’re doing, appalling service. Only (hopefully) now being resolved through contacting their complaint line.

ONE STAR TO MUCH

I called edf and told them that I would like to remove my smart meter at first they said OK then they sent a email to my wife and she did not know that I contacted edf so she said no but i called edf energy and told them i was looking after the case so I looked on the Internet and found information that you can pay for new meters ,but they where playing hard ball ,so i called the ombudsman first investigatorand talked about my case and he said he would pass it on to another and after i sent more information to the second investigator he said that it works and it doesn't matter if edf energy use Eon next meters, so then I was not happy to hear this so I asked to speak to a boss the Senior Investigator call me And she says that she spoke to the 2nd investigator and made a decision that And she says that she spoke to the 2nd investigator and made a decision that They will rule To keep the metre Without removing it So to this day the meter that Eon next put in 5 years ago is still in and after reading information on the Internet about meters Eon next use different meters then edf energy so my point is why is it OK to change the supplier but not the meters if your a paying customer UNLESS YOU ARE PAYING FOR THE SMART METER
Next thing edf energy said they did is put the meters in dormant mode and my next question was where the proof they said you just have to trust us Hmmm so now I will finish my contract out with edf ,and i will leave them and never use them again in my life time afterwards i talked to another gas supplier and they will be more then happy to change my meters back to legacy meters so I can read my Daily Usage, and this is why they don't deserve one star, but it's the only choice they give us, as far as the ombudsman go they should pickup on the fact that the people do not have a choice on meters this is not equal for the supplier and the people they don't don't care about us Period they just want to help the suppliers not the people

I am a landlord who received a bill asking me to pay a bill after my Tennant had died. So i called and spoke to Sam from the customer support team.She asked me my(Name ,Address and asked me "what services were being paid for by me,i said i cant tell you what services your supplying to my address as im the LANDLORD SO I DONT LIVE AT THE PROPERTY TO USE GAS OR ELECTRIC! Sam said," just look at your bill"i said i dont have a bill as i dont pay for your services your company is taking action to retrieve the money owed in my name!SAM then said ok so how do you pay for your bill! I said i cant answer AS I DONT PAY FOR THE BILL! Can i Speak to MANAGER?Sam then RAISED HER VOICE AT ME and said if you cant answer my questions then ill have no choice but to disconnect you from this call! I said but ive never used GAS OR ELECTRIC from you, thats why im calling to sort this out. This is why I cant answer the services or Payment questions SAM then HUNG UP ON ME. (WHERE IS THE CUSTOMER SERVICE (ive heard about EDF ENERGY and now ive experienced the CUSTOMER SERVICE FOR MYSELF). I Await the bailiffs of course i wont be at the address when then turn up.

I have been waiting in today for an engineer to come and fit a smart meter monitor, who never arrived.Depite having an email confirmation and job reference number,which was sent by a guy called Christian Dixon.

After speaking to 3 members of staf customer service today- two totally useless and one a bit more helpful,I find that the appointment should never have been made,as my smart meter is no longer compatible with a monitor.

This is the worst customer service I have ever received from a power company.And,as soon as my fixed tariff is finished,I will be off to another supplier,and good riddance EDF!!!
Ian Darroch, Bo'ness.
Since submitting this review I have had no response whatsoever from EDF.Which doesn't really surprise me!! I now have a smart meter which does not work installed by a company who send emails about engineer visits which don't exist.My advice- stay clear of EDF!!!!

Absolutely dreadful service. It as if they really don't give a stuff.

Still no contact from EDF. Their full resolve date was 22/7 then 23/7 and guess what? Not even a txt call or how's your father!
Still no smart meter 6 month later, nothing.
My prev 2 star review is now 1 star. EDF promises broken, so time for the customer to take action as opposed to the other way around.
EDF - YOU FAILED

I have just submitted a complaint to EDF complaint team.
I have a pay as you go meter and for some strange reason they cannot convert it to DD account. They cannot do auto top up either. I cannot see my balance on the account and I am having to manually top up every week or my gas gets cut off, which has been happening several times.
It is extremely inconvenient to manually top up or phone up to get the gas connected every now and then. I M a busy mum with two kids working full time and I found this really not acceptable in This time and age. The customer service has promised to call me back with valid reasons but they Never do. Spent hours and hours on the phone to speak to someone or set up account but then back to square one when things gone wrong and they cannot explain why. They cannot explain the technical problem with auto top up and the DD account issue. I am stuck with them since no provider take new customers any more.

I received very informative information. The person I spoke to was considerate and knowledgeable and very helpful. Thank you for help when needed also a very patient person I was connected with listened.

They agreed a standing order of £165 pm starting APRIL. then took £490 in June without warning.
SHARKS !

Useless. Website never works. Move been trying to access my account to assess my current contract and look at future options and I can never access the site. Firstly, the website was overloaded by demand. Latest, this morning the site is “closed for maintenance”.
One suspects EDF simply want to make switching more difficult by marking access to current contract info hard to get. Energy companies may all be bad but EDF seem especially so. Thanks for reading.

i have been in contact with edf since august 2020 regarding my in house smart meter monitor and after countless telephone conversations and internet chats they have yet to resolve the issues
they made many promises to get their meter team to call me many times i am still waiting
very bad customer service