Name: EDF Energy
Rating: 1.17

“The so-call customer services are a joke they are out of their depth”

Posted 1 year ago

“Avoid these people at all costs Avoid these people at all costs, they have been sending me bills randomly and I have always paid what they have asked. Last bill was for £83, I read the meters , called them, and it was amended to £97 which I paid for via phone. Two days later I receive a bill for £900+ telling me to ignore all other bills. The bill is for 5 months in a 1 bed flat with the Government £66 payments already calculated, and me paying whenever a bill was sent. I apparently used over £600 in gas alone in 3 months. 3 radiators hardly on and electric cooker. I suspect they were not sending me the right bills as they wanted me to have a huge debt and force a smart meter to fitted, which they have been harassing me about for month. How could they have underestimated by so much? I have never had such an issue with a supplier for over 40 years, EDF have only been my supplier for 15 months and have already put me into debt for nearly 1k.”

Helpful Report

Posted 1 year ago

“I get final bills £ 222 paid I just get other ones £42 final bills Also I got 15 solar energy 45kw battery pack I've been completely turn off gas and electric so how come I still get double final bills robbing EDF!”

Helpful Report

Posted 1 year ago

“Paid my final bill with EDF for a property I moved out of July last year, now 10 months later EDF have passed my details onto a debt collection agency for the period after I left the property. EDF have my details and never tried contacting me in regards to this, very poor service to existing customers. Very disappointed.”

Helpful Report

Posted 1 year ago

“We had 2 new meters fitted in early March of this year. Whilst the engineer was fitting them, he was on the phone to his colleague - and appeared to be having a lot of problems. He explained after fitting them, that I would have to contact EDF within a week to arrange another engineers visit, because the meters were not connecting to EDF .He did not want to leave a display unit but I insisted that he did as it would still connect to the meter and show me what was being used. I then rang EDF a few days later to explain that the meters were not connected and to arrange another visit as instructed by the engineer. The lady on the phone did not take on board what I was saying and advised that the meters would automatically connect within 2 weeks. After waiting around 3 weeks I rang up again and was told that the meters would connect automatically, but it would be a week or two. 2 months after the meters were installed I have now today rang a third time. I waited quite a long Time in the telephone queue which appeared to start again I eventually got through and spoke to a man. I explained to him that the meters were still not connected and that I would like to make a complaint. The man advised me that he needed to go and get more details and asked if I could hold - which I did. 5 minutes later I heard an automatic response asking me - how would I rate my customer experience etc. The line then went dead. I rang up again - waiting yet another 10 minutes, following all the correct prompts. After about 10 minutes the music stopped and then I was asked all of the same questions that were asked of me in the first phone call. Effectively kicking me out of the queue and starting again. This happened on the first call but I then realised the pattern. I believe now this is a way of reducing the waiting times and that the wait times do not go over their targets. I eventually got through to a young lady and explained that I would like to be out through to a supervisor and make a complaint. She went away and came back to advise me that the supervisor was on their break. I explained that there must be more than one supervisor and requested that she put me through to someone else. She said she would raise the complaint whilst waiting for the supervisor to become available. She did this and then said that she would pass me on to a supervisor. A woman came on to the phone and was immediately abrupt. I asked her how long they had to deal with a complaint before I could escalate to it the ombudsman. She stated 6 weeks - again very abruptly and said that I needed to send them a photograph of the meters. I said that was irrelevant and tried to explain the reason why, but she continued to talk over me and raised her voice louder. I asked her politely not to take that tone with me and attempted to explain that I had been waiting for over half an hour. Throughout this time it was quite clear that she was trying to fabricate and give the impression that an argument was happening- when there wasn’t. No matter what I tried to say she continued to shout at me. I asked her at one point to stop this but she carried on. The line then went dead. At no point was I rude or abusive to her or any other staff. When arranging the meters I spoke to a call centre which I believe to be somewhere in the Uk. However, my recent experience with this customer service centre has been horrendous. They are tricking your customers and chasing targets rather than helping people. I have lodged a formal complaint and will be looking at leaving them as soon as this is completed”

Helpful Report

Posted 1 year ago

“They left us without electric for 2 hours after promising 1 hour My sister works from home She didn’t get paid Food in the freezer, let’s hope it’s still good sorry it’s been 2hours and we still don’t have electric My mum is a cancer patient She is recovering from chemotherapy from having her lymph’s removed They put her on priority They knew the circumstances but still left her without electric It’s not like they were ignorant They were fully aware she is a recovering cancer patient with difficultly moving She also has arthritis in her knees and in need of knee replacements It’s crazy Like if this is how you treat your customers I would hate to see how you treat your enemies”

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Posted 1 year ago

“Why have Edf customer services / complaints moved to an overseas call centre ! So now it makes sorting issues with readings and non working smart meaters twice as difficult ,”

Helpful Report

Posted 1 year ago

“Absolutely diabolical. For starters, EDF completely messed up our meter readings. Then multiple advisors have ignored our request to add all tenants to our account (we’re professionals living in a shared flat where we all contribute to bills). To top it off, they were supposed to install a smart pre-payment meter (so each tennant can contribute equally as and when). They instead installed a basic smart meter. We’ve spoke to various advisors and they have no idea what’s going on to be honest. It’s been over three months since we started a dispute and we have since received NO bill! People are moving out of the flat, the bill is going to be extortionate and left to the remaining people living in our house to cover. We should have resolved the situation when first disputing, but we now have no clarification that our bill will be corrected and then we will have ongoing months to pay at the same time. Have you heard there’s a cost of living crisis? I CANNOT tell you how much anxiety you’re causing us. I shall be taking this much higher if you do not contact me as soon as possible. Cba with these reviews usually but for you guys I’ll make an exception. SORT it out”

Helpful Report

Posted 1 year ago

“Your Customer Sevice Staff are Very Good on the phone but the Chat system takes hours and is inefficient. All these people do is take the information and pass it on to management who do nothing. Unfortunately your company is a computer which elderly folk like myself cannot deal with. You are very clever at getting your customers to finance your business by your Direct Debit tactics. A budget account should go up & down but with your outfit the moment the account goes into debit you jackup the Direct debit to restore the account to credit. If you want to borrow money you go to the bank but EDF use their customer credit balances to finance the business. This is wrong. I can unerstand why the salary of Financier CEO Simon Rossi is not available to the public domain. This clearly is because it is so disgustingly high he does not want people to know. EDF {Electricite de France) is being subsidised by the British Government & British Customers.. It's Con Outfit Big Time”

Helpful Report

Posted 1 year ago

“Received today on the 17.4.23 a letter from edf to remind me about a engineer visit from edf on the 13.4.23 really jeeezzz”

Helpful Report

Posted 1 year ago

“Appalling customer service, rude and untrained staff. Took 7 days to get electricity reinstated after a fault, husband disabled and in poor health. How is this company allowed to carry on after such appalling reviews. Do not even consider joining them.”

Helpful Report

Posted 1 year ago

“EDF have left me brown! They ‘miss billed’ me on my direct debit and rather then refund me the difference they refunded the difference and then took another second direct debit out of my account the same month and left me without any means to pay my rent. I called and let them know and they promised a full refund which didn’t arrive so i called back and asked again and they said it would be refunded in 5-10 days which was no good to me as single Mum on a low income. I am even down as a priority customer for this reason. I managed to get an instant refund from my bank under the direct debit garuntee but now EDF are refusing to refund the full balance they took from my bank account for no reason so I can pay the bank back. . My bill was £130 and they took two lots of £161 without my permission! The customer service despite them doing this to me has been shocking. Don’t use this company!”

Helpful Report

Posted 1 year ago

“How does the ombudsman or the UK Government allow this company to continue operating in the UK? Just look at the reviews!”

Helpful Report

Posted 1 year ago

“I am fed up with EDF, I am in contact with them regarding my parents who are in their early 80’s about their gas meter which does not work. This problem has been going on for 2 years. Many many calls and emails have made no difference. It hasn’t been fixed. Instead an engineer has been out for the third time to state for the third time that it is broken. We know this already, this is what I’ve been telling EDF, they still aren’t fixing it. My parents do not know where they are with their bills! Fuming now, it’s gone on way too long. Very unhappy.”

Helpful Report

Posted 1 year ago

“After 10 years with EDF they contacted me to say that our gas was being transferred to "another supplier" - never found out who that was, it was not our doing. Since August 22, it has taken hours and hours of time trying to deal with them, a mountain of letters, emails and frustration on the phone. It took 8 months to sort out this "mistake" I would never recommend anyone use this company. Just terrible.”

Helpful Report

Posted 1 year ago

“If I could leave no stars I would.... Worst customer services I have ever had to deal with ..... CANNOT wait to leave you ,,,, and trust me I will never return ... I will also be advising as many people I know NOT to join your company .”

Helpful Report

Posted 1 year ago

“customer service staff the very worst i have ever experienced. Rude . could not answer any questions and then just went off never to return.”

Helpful Report

Posted 1 year ago

“don,t go with them if you value your mental health , unable to deal with anything even when you want to leave they frustrate it to the point of holding it up as much as they can kim churchill”

Helpful Report

Posted 1 year ago

“Sorry to say I am having great problems with EDF at the moment. Long story short I had dual-rate tariff with old energy company, but moved to smart meter and single rate, but they went under before transition completed. EDF took over and continually tell me I have a dual-rate meter, which I've explained the situation countless times, but they are unable (or unwilling) to recognise the fact even though I've had engineers out saying I've got a single rate meter to accept it. I complained almost 4 months ago, but never heard back and when I phone up about this I get the usual "we will the guy handling the complaint to message you", but not heard anything. Management was meant to phone back, but never did. I am about to phone again since the person who was meant to phone yesterday never did. Awful company and been stressful since they also wanted to up my monthly debit to £461 because of "estimated" readings from night-rate, which I don't have.”

Helpful Report

Posted 1 year ago

“Sorry to say I am having great problems with EDF at the moment. Long story short I had dual-rate tariff with old energy company, but moved to smart meter and single rate, but they went under before transition completed. EDF took over and continually tell me I have a dual-rate meter, which I've explained the situation countless times, but they are unable (or unwilling) to recognise the fact even though I've had engineers out saying I've got a single rate meter to accept it. I complained almost 4 months ago, but never heard back and when I phone up about this I get the usual "we will the guy handling the complaint to message you", but not heard anything. Management was meant to phone back, but never did. I am about to phone again since the person who was meant to phone yesterday never did. Awful company and been stressful since they also wanted to up my monthly debit to £461 because of "estimated" readings from night-rate, which I don't have.”

Helpful Report

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1 out of 5

EDF Energy Reviews