EDF Reviews 141

Absolutely shocking service.
I took over a meter which was a business account on 01/03/2022. I asked for it to be changed to residential and asked if the bill could be backdated 13 days to reflect this. I put in an SME as requested, ( I had another meter I was also transferring this was changed).
However we never received a bill so I contacted EDF numerous times and agents confirmed it had been transferred & said it was attached to another of my meters ( I have 3). Turns out it was never done and I received a bill for £2500. After many conversations and a complaint they reduced the billing to residential rates and backdated it.
However under the ofgem back billing rules they cannot charge for anything prior to 12 months. They have refused this saying I never notified them. I have written evidence I did! The customer service has been shocking it’s been nearly a year and my complaint handler asks me for updates! This is such a frustrating and stressful situation. It just needs someone to stop and look at it properly and see I have done everything to resolve this.

MOST UNHELPFUL , ARROGANT PEOPLE YOU CAN DEAL WITH- NEVER ANSWER ON TIME - LONG WAIT- ALWAYS BLAMING ANOTHER DEPARTMENT FOR THEIR ERROR AND IT NEVER THEIR FAULT.

DREADFUL COMPANY.

I have went onto the other EDF review site on Trustpilot under the same heading as this one " Why charge me more " but do not understand why there is such a difference of opinion in ratings, or are they false ?.

I had an issue with my EDF Energy account and am a pensioner plus a full-time carer for my wife who has Alzheimer’s/Dementia so do not get a lot of time to spend trying to get issues such as this sorted out which can be quite worrying at times, however I contacted EDF and explained the problem I was having plus my circumstances regarding caring for my wife 24/7 and Haggie from EDF Energy contacted me to say he was very sorry regarding the issue I was having with my EDF Energy account and that he had now rectified the issue I was having and not to worry about anything and that my EDF Energy account was now flagged to ensure that this issue did not happen again, Haggie also informed me that EDF Energy completely understand the situation I am in caring for my sick wife and EDF’s goal is to provide the best possibly support, well I can honestly say EDF Energy and Haggie have been absolutely amazing and did give me the best possibly support showing empathy and understanding of the situation I am in caring for my sick wife and sorting out the issue I had with my EDF energy account very quickly to my complete satisfaction, Thankyou EDF Energy & Haggie.

We returned from holiday on 8th November at 5pm to find we had no gas supply. We rang Northern Gas who came out within 2 hours and advised us we needed to contact EDF as our smart meter needed replacing. The meter was condemned we rang EDF 'emergency' helpline which told us EDF were shut from 4pm on a Friday open again Monday at 8am and to call Northern Gas the message then cuts you off! We emailed EDF to no avail. Monday we rang EDF provided the requested photographs and were told us as we're both over 60 we're viewed as vulnerable. Despite this and following numerous phone calls to EDF an engineer finally came out at 10pm on Tuesday and installed a new meter. He was very helpful. My husband was rung the next day by EDF apologising for the extremely poor service and offered £75 compensation which my husband accepted. I googled Ofgem and compensation re this situation. I believe we should have received over £300. I sent a very clear letter to EDF saying what I wanted and by when. EDF rang my husband to ask what I wanted!! He told EDF to ring me as I'd written the letter I'm still waiting for the phone call it's over a week now!! So annoyed that we were left without gas for 102 hours and no way of contacting EDF from Friday pm to Monday morning. If we're classed as vulnerable heaven help those who aren't!!!

I am unable to understand what has gone wrong with EDF in the last two months. I have been a customer for the last twenty years, and suddenly, talking to them on the phone is becoming a task. The call center (in the Philippines), with due respect, is unable to help and keeps on repeating the textbook answer. Worst case, there is no provision to talk to a senior. In addition, I haven't received an email reverting to my issue for the last week or so.

A debt from the past through no fault of my own. Tried to resolve.
3 debt recovery companies whom take some payments then close their accounts.
Trying to contact a person is impossible
Shocking

Avoid, avoid, avoid, scammers, they send you illegal bills that you already paid for

Brandon was very quick and helpful to deal with my enquiry. Thank you.

Customer service is so appalling beyond words. Faulty equipment. Multiple calls. Multiple promises. Incompetent staff. still no power. I would sit and write my experience out but the words would do no justice. So I have requested all of the recordings to the calls I have made over the past three days and will be posting the recordings on all social networking sites for all to hear.

Worst company iv ever had to deal with they quoted me £103 a month for gas and electric which was a good deal I signed up. First bill was £222 which was a shock I then rang them which took 30 minutes on hold and told them to cancel the contract and now want £250 for me to cancel. Plus they have added another month's bill of over £200 so in total they want me to pay over £400 for 2 months energy even though I'm a single man who lives on his own and another £250 to cancel them. Absolute Disgraceful company

Awful service! The complaint handling process is a shambles! Three different complaint handlers, uncontactable other than email and they either don’t respond or they return an email five days later with no further update. Despite explaining the situation numerous times no-one takes ownership of trying to resolve the issue & it certainly didn’t feel like my complaint was fully understood. Complaint finally resolved after 5 months when I sent an email to their CEO.

I am a gas safe engineer and had fitted a new boiler to a customers property. On commissioning the boiler I have to carry out a test on the gas it is using from the meter. To cut to the point I was unable to get a reading from the smart meter. With the customer on his mobile but EDF unwilling to phone whilst I was on the phone to them, they would not give me the instructions for that meter access. Wasting not only my time but the customers too. Very poor customer service. 😒

It borders on the impossible trying to understand what your advisors are saying. Please consider relocating your call centres to an onshore location as I just completed a 35 miinute phone call and I still don't understand what the lady was telling me.

Customer Service is a total joke. I've been chasing £400 that they owe me for weeks. Still no response. If I owed it to them it would be a very different story. Awful.

Worst company ever..

Have an ongoing complaint with them, they tell me the account is on hold whilst they are looking in to this. Their complaints handler emailed last week asking permission to close the complaint without even doing anything. On Weds she emailed me they would make contact with me "soon". As the complaint is now nearing 8 weeks I will just refer it to the ombudsman.
I also have an outstanding application with the EDF customer support fund for over 4 months now and they seem to be waiting for EDF to take action.

Despite all this today I get a very rude call regarding an outstanding balance on the account. This after 4pm as EDF quietly changed their customer service number opening hours to 9-4 on a Friday.

For disabbled customers they are now the worst company out there, I actually had to press my alarm button as the call with EDF sent me in a full panic attack. But they don't seem to care

I just don't know how to deal with this company and their, well mean, but clearly quite disorganised customers service.

How much evidence do they need from me, after a few months, to prove them (this could all be dealt rapidly by sending a engineer, as I have persistently asked for) that my meter is faulty? There seems to be no communication at all between all their operators, and it feels like one must go through the same explaining and rethoric everytime there's some kind of communication in order to deal with the same old issue!

It's obvious, too, that EDF does not wish to invest on a, reasonable large, national and local team of engineers to cover their customers needs.

How d**** disappointing and stressful. Profits before quality service. Shameful.

How this company treat the vulnerable, well if you don't have someone there to help you they will ripp you off extortionate money from you and this Will continue, there customer service is in the Philippines and is dreadful there a French iwned company wasva customer for 50 years and didn't realise that this company had been reallly taking advantage with there prices, if your elderly, disabled, or don't realise what you should really be paying then try and find someone to haveva look at your bills because EDF can not be trusted avoid like deadly virus

My client was living in her 1 bed apartment paying by DD when EDF billed her for what looks like an entire apartment block. Many £1000's of pounds were added to her account, which she naturally could not pay by DD. So EDF installed a smart meter and have been taking payments off of my client for 13 years. Yes 13 years. My company was called in to help and I have been dealing with EDF for 2 months and have gotten nowhere. They have no idea why they billed her what they did, they cannot even find where the debt they allocated originated from, when I complain they cut me off, when we make appointments they don't keep them, when I call, and eventually get through, the advisers have no clue and just say it has been escalated. This is a massively dis functional reprehensible energy supplier with the worse customer service of any I have had to deal with in 2 years. My client will have died of old age before the debt is paid off and perhaps this is what EDF wants to see.

Horrendous customer service! Fighting an ongoing battle with EDF who seem to get a case of amnesia every time they pick up the phone. My mum aged 65 has had her gas cut off for 3 days, no way of cooking a hot meal or staying warm through the very cold weather we are currently having. They have promised to send an engineer 3 times over the last week but each time no one has turned up, they tell you what you want to hear then hang up the phone. They shouldn't be allowed as a company, treating people this way is abysmal! My mum is/was on a prepayment plan, they have now moved her over to direct debit without asking her permission, this is also not viable for my mum. When we have said we don't want to receive a bill, we want to stay on prepayment, they can't even confirm a bill amount. Which makes me suspicious in thinking they are going to send a hefty bill through the door. The stress this is causing her isn't fair, I honestly don't know how they are getting away with it, they need shutting down! The hundreds of 1 star reviews say enough!