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. I used to be a complaint handler for a large company and occasionally this excuse was used there too so please don’t take me for an idiot. He could offer not help at all and put me on hold without advising me he was doing so. On the call listening to the same soul sapping music for 1 hour and 20 minutes before a manager, Anna picked up, took details and again out on hold. Advised she has escalated to CEO office and will call back within 24 hours. 2 hours on phone. As of 16/12/22 no call back as promised and no further contact. This is what I need to happen. 1. Confirmation complaint raised and escalated. 2. I want a timely call back from a senior team manager as promised within 24 hours. 3. I expect adequate compensation for the unauthorised debit, the excruciatingly poor customer service and my time for calls and messaging. 4. Immediate refund for unauthorised debit. I am taking this issue very seriously which is tantamount to theft. Absolutely taken aback by the shockingly poor EDF service. I will continue daily to leave poor reviews, tweets and pursue publicly until a suitable resolution is reached. If no further action I’ll log as fraud with the authorities and pursue legally.