You refused to accept that you should have paid us our £200 'off grid' payment. After 20 days online exchanges and several WhatsApp posts, we made no progress, as the final post claimed once again we should claim on the government website. On your website, very early in the text, is the statement 'people should not normally have to claim as the utility company can confirm the requirement that customers have a utility contract. An absolute shambles and a waste of our time. We live in a small village which is totally oil based and the nearest gas is miles away. Other customers in the village, with other utility companies, have received their £200. EDF seem to be totally out of touch. We shall be changing our provider to a company that actually has some common sense. The service has been absolute rubbish, beyond belief!