Terrible company with terrible customer service needs negative stars. Several years ago they fitted a smart meter for us and didn’t charge for 6 months over winter when we heavily use gas because we have a big area to heat, and countless times when I got in touch to ask to pay something I was told I couldn’t as our meter wasn’t showing. A young family, 2 relatively small incomes and hit with a bill of £876.01, whilst then also being expected to pay a monthly amount towards current billing. At every step of the way my personal circumstances have been ignored, every request has been ignored. I asked if I could be forewarned of any changes to my direct debit as it kept jumping up to really unmanageable amounts but every single time there was no warning it came off and then I got an explanation. Then I had to battle to get it back down to an amount of could afford including both a monthly payment and a debt repayment. And I’ve been stuck in this cycle ever since. We haven’t missed a payment up until this month when I’ve decided enough is enough. Then this summer we both lost our jobs under really distressing circumstances which only added to the pressure, and once again, our direct debit jumps up without warning. Thank goodness we are so skint it didn’t come off it was an obscene amount to be expected to pay monthly. Several times when I have pushed back with customer service about our usage, explaining I know it’s high but it’s not that high, they have changed their tune and amended the amounts. Total crooks exploiting the poor. I have tried to move away several times and been blocked every time. I would have taken my debt away to another company to be repaid if I could have just to get away from dealing with EDF but I was told this was not an option. I borrowed money to pay off all of the outstanding payments so I could move to my chosen provider this month who I already use for electricity and they have been fantastic (Bulb energy), but once again it has been blocked. Even after the EDF complaints team “assuring” me this wouldn’t happen. Totally unacceptable! I have been suicidal over this situation. Which sounds ridiculous because it is a gas bill. But that is how much stress it has caused and I have felt completely trapped. And when I told EDF all this it was brushed off. I will do everything in my power to get justice here and ensure that nobody else is treated with such contempt. I really hope this company is humbled and brought to the ground.