EDF Reviews 141

I can only hope that the customer service team is very poorly paid as this would match their level of service. I have been repeatedly asked the same questions and have, repeatedly, given the same answers but still no one seems to understand that my In Home Display will not connect to the Smart Meter.
How difficult is that?
I shall leave at the earliest opportunity.

After multiple emails and attempted phone calls (just to have the phone call ended without any explanation) I am still waiting for my refund! This is unacceptable behaviour, my business has been waiting for a month to get an informed response from their customer service team. The customer service team don't seem to have any idea what's going on! Would highly recommend using an alternative supplier for your business utilities! Don't fall into the same trap I did.

I am beyond exasperated with EDF. As other people have also said, the government grants are shown as added on page 2, but actually deducted again if you like, so on the main page your charged the full amount. When I explain this to them ( don’t bother with WhatsApp- they are beyond help on there. They don’t understand or even answer the question you have asked. They come up with stupid stuff like you have a smart meter, the bills are correct! What’s that got to do with what I’m saying)
So basically we are not benefiting from the government grants.

Also my tariff has now finished so I’m in variable. How is it that we are using almost a third less energy and yet my bills have quadrupled- where is the cap!!!????
I could understand it if I was using more energy. (Well just about understand it) that are a complete shambles. I can’t tell you the stress this has caused. When I did eventually speak to someone who seemed to make sense she said the bill didn’t look right, and said it would have to be reviewed. Did I hear back? No. I eventually got an email to say that was I happy for the case to be closed because the bill is correct. And any government grants had been added!!! Yeah… they are added then taken back off again in the final amount due. So then you get threats sent to you when you don’t pay the whole amount.
I wish I could use expletive words here because I am raging. @EDF

Ive asked about the cap, and about the bills being quadrupled. This business with the government grants, I’ve complained to ten CEO, and sent letters. I’ve asked for her and someone to sort this out. I don’t have £600 plus a month to pay for current usage when It was approx £150-£200

My contract is "Cash/Cheque (Quarterly)". Having received a prompt to submit my readings in November and receiving a bill in December, as scheduled, the bill was settled with the energy support and I was in credit at the end of this. Unexpectedly, another bill followed a month later for some reason, based on an estimate (while I know that entering the readings can restart this process I was sure not to do that). Two calls to an advisor left me reassured that the bill was a mistake, but now I'm getting the final call to pay.. great.

3am uk time and I'm awake after a massive panic attack due to the constant mistakes and lack of diligence and after todays call I am beyond stressed. No Mr needham there is no dd set on your account then they try 4 times in a week to collect different amounts, after collecting the original dd set up previously. Lack of understanding of the UK banking system and sheer incompetence with the added insult of lies and in theory trying to steal.

THE WORST BETWEEN THE WORSE, WHO SHOULDN'T BE ALOWED EXIST IN ANY CIVILISED COUNTRY -

WHEN AT LAST I WILL HAVE MY BILLS LETTER, YOU, CREATURES FROM HELL?

I was transfered from green network energy to EDF problem 2 smart meters DISFUNCTIONAL with Green network energy I have been to MP and ombudsman I have received copy of bill from Green network energy that is £ 1500 + but this is a greatly inflated estimate when just 2 people in house. Almost a conspiracy as ombudsman refused to investigate inflated bill which is partial to EDF. EDF has offered a miserly £50 for there disgraceful attempts to destroy me both mentally and financially. Consider I am 72 yrs old and been an inpatient in hospital this year. This is the despicable deplorable EDF who have every intention to destroy me to the grave yet they pretend to have good will to vulnerable customers. But my view is they are pariahs and have no intentions to help the elderly and the bill I have got from ombudsman is fake and fiction also my MP said no data is available. Perhaps this matter will go to litigation if I live long enough be warned EDF is company to be avoided

You have taken an unauthorised payment of £308.01. You tried to take this last month and after lengthy contact with your agents you advised it was an error and wouldn’t happen again.

I have contacted your call centre today, first time in hold for 30 mins. Agent advised he was refunding then disconnected me. I have his email contact. He did not attempt to call back.

I called again and was on hold for 40 mins. Agent advised he could not refund without a meter reading which he eventually obtained. This is completely irrelevant to the issue. He further advised he couldn’t refund without a manager and ALL of the managers were in a meeting. We both know that’s a lie. He could offer no help at all and put me on hold without advising me he was doing so.

A manager, Anna - Customer Services, came on 39 mins later. Logged complaint, You have taken an unauthorised payment of £308.01. You tried to take this last month and after lengthy contact with your agents you advised it was an error and wouldn’t happen again.

I have contacted your call centre today, first time in hold for 30 mins. Agent advised he was refunding then disconnected me. I have his email contact. He did not attempt to call back.

I called again and was on hold for 40 mins. Agent advised he could not refund without a meter reading which he eventually obtained. This is completely irrelevant to the issue. He further advised he couldn’t refund without a manager and ALL of the managers were in a meeting. We both know that’s a lie. He could offer no help at all and put me on hold without advising me he was doing so.

A manager, Anna - Customer Services, came on 30 mins later. Logged complaint, advised she had escalated to CEO team /senior complaints team and PROMISED she would call back within 24 hours.

Of course, this did not happen. EDF are consistent in their absolutely atrocious customer service.

This is what I would now like to happen.

1. I want a complaint raised and escalated to your senior team.

2. I want contact details for your CEO office. I want this raised to that team.

3. I want a timely call back from a senior team manager with a resolution.

4. I expect adequate compensation for the unauthorised debit, the excruciatingly poor customer service and my time for calls and messaging.

5. Immediate refund for unauthorised debit.

You have committed THEFT, it’s as plain as that, and by your failure to deal with this are fully accepting of your FRAUDULENT actions.

I had arranged to have my electric meter moved outside due to kitchen refurbishment. Date was arranged with EDF 3 months in advance. Utilities turned up in the morning,as they said they would and my electrician was on site. I rang EDF 3 days prior to agreed date to confirm they definitely knew about the appointment to be told they can't guarantee appointments and to phone on the day to confirm Utilities were there and I'd be put down as an emergency. I did this and was told someone would attend in 24 hours - bear in mind this left me without electricity in February, not knowing when they would turn up to put it back on and also having to bring the electrician back. On asking to speak to a manager due to not being happy, I was told that would take 48 hours!!
Fortunately the guy who came to reconnect me had 3 emergency jobs and chose me as his first job, so I wasn't left quite 24 hours.
Shocking customer service from EDF. I will be changing suppliers to one who has better customer service.

I sent an email to the EDF customer help team after an alarming report on Good Morning Britain suggested that money had been paid to energy companies by the government but warm home discounts were being withheld. I got a reply via email very quickly and reassurance that the money isn't "stuck" anywhere and - especially as I have received an email from EDF plus a letter from the DWP - the process is in-hand. The feature on GMB was just (typically) over-the-top.
One star is withheld, because after all, no coupon has arrived yet.*
*A day or two on, and the coupon did arrive. I think the government ought to stop Good Morning Britain from scaring people into a panic about this!

I’m £1400 in credit which I requested back, keep being told it will be in the bank in 2 days but 3 weeks later still nothing. Been on hold again today twice for 30+ mins only to be cut off. BE VERY CAREFUL OF THIS COMPANY!

Tossers.
Just Been on hold again for 40 minutes still no answer.Thats it I'm off to a new supplier joke of a Company

This company is totally rubbish. 7days OK my meter was totally zeroed with any explanation and I still haven't had one. 191.67 was taken and still has not been corrected. Don't touch this company there customer service is rubbish it really is

I posted a review if EDF customer service. EDF responded to the review but than claimed they could not find the review and when I tried to send a Photo it was blocked unbelievable how bad they are

You are trying to triple my parents energy to £9,000 per year!
You have them on a small business tariff because it is a farm house but they are NOT A BUSINESS!!
Four phone calls so far and you keep telling them to fill in a VAT form, they are NOT A BUSINESS they don’t submit VAT forms!!!
How many times do you need to be told to switch them to a domestic tariff?
You’re stalling for time so that it goes past the end of the month to make sure they’re trapped in the new tariff!
The worst customer service I’ve ever known!!

Exact same as K Harrison. Every time they’re refunding me £66 they’re charging this, that is to say debiting it, from my account.
I contacted them using WhatsApp, which time elapses, even though you are awaiting them to respond.
Called them and on the first occasion I was disconnected.
Second occasion spoke to someone who insisted I was “confused”. Asked if they could place me on hold and after a time it was disconnected.
Contemptible.
I’ve had three runs of £66 refunded to me and, consequently, I’ve had £198 debited from my account balance.

A massive thank you to Nikeal Dilraj at EDF customer service, after fruitless emails and phone calls to said company I finally had Nikeal answer my call who dealt with my problem in a professional and efficient manner,

Left a one star review and quickly received a reply asking me to text details to a published number. I don’t really know why I was surprised when the number rejected the text

It is pointless trying to work out their billing. Despite my bill showing clearly in two places:'Total charges for this period £450', over £516 was deducted from my remaining balance and I still cannot see how this figure was worked out. Also, as far as I can see - they deducted the government £66 discount the same day it was credited. Their billing is so unclear it make you think - what are they hiding.

Useless customer service.
Impossible to find out if in credit or debit.
Their answer to my query:-

Me, When do I get a bill? EDF Answer We only send out a bill twice a year. You'll receive a bill monthly.”

Does that make sense.?

Does th