Hopeless. Just hopeless. Currently £2010 in credit due to the outrageously high DD I was ‘given’. Trying to get the money back is nearly impossible. Waited the 5 days quoted by customer service - no money back. Phoned again - cannot have it as the bill is outdated - 26/7 - it could have been done when I phoned on receipt of the bill. I had phoned on receipt of the bill - but because the member of staff did it all wrong I will need a new bill. So will be waiting up to 10 days for this to be generated. Complained, asked to speak to a manager. It seems you cannot do this. But my complaint was escalated and I would receive a call from them by the end of the working day. 2 days later, no call. This company is hopeless. Customer service is appalling and they take no responsibility for their shoddy service instead hiding behind their ‘that is our policy and operational procedure’ mantra. Not sure why they should be able to sit on so much or my money, or why they refuse to reduce my direct debit. Not sure why I bothered with a smart meter either as they clearly do not take actual energy consumption into account preferring to take as much money as possible and then refuse to return it. I shall be changing suppliers as I have no words left to share with EDF.