I have been with EDF for just over 18 months and up to just recently, apart from their totally confusing accounting system, I have had a reasonable experience. We pay by DD and had built up a healthy credit balance before my last six monthly bill just dropped. The bill was for less than half of my balance so happy days. Use the app to check the bill and my account is now showing zero balance? Confused, I was. Tried contacting EDF via the ridiculous app based AI bot and got nowhere so escalated it to speak to a human. Two days later I get a call from somewhere in the world from a woman who I could not understand because of her accent and the background noise and got nowhere. Then a second call minutes later from another person, same deal, but she did speak slightly better English. So I asked why EDF had emptied my balance and it was rather like talking to a politician, I could not get a straight answer. She could not say why only that I would be credited back X amount in the next few days. I told her this was the wrong amount, your bill says one thing and you are charging me another? Again no direct answer just kept saying that it was right when it clearly was not. Six days later my balance is still zero and I suppose my only option now is to write a letter and change to another supplier, but judging by some of the other posts on here I’m not hopeful I will ever get this resolved.