EDF Energy Reviews

Name: EDF Energy
Rating: 1.17

1.2 Rating 718 Reviews

3 %

of reviewers recommend EDF Energy

Company Reviews

Questions

Metrics

1.2

Based on 718 reviews

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

Visit Website

Write Your review

Tell us how EDF Energy made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

EDF Energy 1 star review on 21st January 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had a SMegs1 Smart meter installed by EDF in 2017. It stopped sending Gas reading back 2 years ago but still sends electricity. I complained to EDF back in 2021 and they gave me a £50 credit but would not commit to when the problem would be resolved. This meant I had to manually send gas readings. 1 year later in May 22 I again raised the issue with EDF. They advised that they were still awaiting a fix and again would not commit to when I could expect a fix. I then contacted the Energy Ombudsman looking for advice / support with EDF. They advised that EDF have until 2025 to resolve problems such as this i.e. over 4 years from the fault first being identified and reported. Total waste of my time. Toothless wonders ! Neither EDF or the Ombudsman will say where the problem is e.g. communication , software or hardware. My IN-house display shows that my gas usage for February was £28.84 when I calculate it myself it is over £300. I am looking to install solar panels and would like the option to move supplier to take advantage of their more favourable export tariff. Will another supplier take me on with my current Smart meter issues.”

Helpful Report

Posted 2 years ago

“Had a smart PAYG gas meter installed on 7th February. I was told it would take 14 days for the account to update from prepayment. This never happened. I have called them about 12 times to try and sort this out and keep getting fobbed off. I haven't been able to get anywhere with them, they're like talking to a brick wall. They also lie, they promise callbacks, emails, responses and updates... not one person I have spoken to from EDF has followed through with this. I made formal complaint but this didn't make any difference and I kept getting given excuses that another teams deals with this, another team deals with that etc. To top it all off today our gas supply got cut off. Nobody wants to take ownership of a problem and help you, they just keep passing the buck! The customer service (or should I say lack of it) from this company is absolutely appalling, staff don't communicate with each other and just try to get you off the phone when they realise that can't deal with / don't know how to deal with your problem. I have asked to speak to a manager, however, I was told that I can't speak to one even after all of my phone calls, having been cut off from supply and the incompetence of EDF staff to resolve my issue. All this is after being an EDF customer for 15 years. This evening I have given up and signed up for another energy supplier. THIS COMPANY IS AN ABSOLUTE JOKE.... AVOID AT ALL COSTS!!! THEY'RE FINE WHEN THEY ARE TAKING YOU MONEY, BUT IF YOU HAVE A PROBLEM OR QUERY THEY JUST AREN'T INTERESTED! AVOID, AVOID AVOID!!!!!!”

Helpful Report

Posted 2 years ago

“I left EDF on 28th December 2023 , they asked me for final meter readings which I submitted with photos to prove the electric and gas was genuine, from that point in time I have had nothing but problems. They say the readings were incorrect, they can't agree with the new supplier that the readings, they ask me every time to send photos of the readings , I have sent on 5 occasions the photos, so many calls that they can't confirm my account number,so many emails that get nowhere, so many chats that end up me pulling my hair out in frustration. The reason they are being this way? They owe me more than £1000 in credit refund which I haven't seen a penny of , so ongoing its been over six weeks now”

Helpful Report

Posted 2 years ago

“EDF is the worst shoddy and incompetent company that I have ever had to deal (read cursed) with! The words “customer service” and “competence” do not exist in the company’s vocabulary. Since October 2022, I have spent several hours on the phone to EDF, more than once time 3 hours, trying to get a resolution to a problem EDF created in the first place, and to this day remains unresolved! I even managed to make, bake and ice a cake whilst on hold! Whilst the fault is not clearly mine - my account fully paid up - I have received threats of legal action from EDF. I was very stressed and worried about this I have an excellent credit record and knew I didn’t owe EDF anything. Where do I start with the story of the horrendous experience I have had at the hands of EDF, which helps itself to billions of our hard earned money every year? Let’s me start with the beginning. At the end of September 2022, I phoned EDF to inform them that I had new tenants moving into a flat I rent out from 1 October 2022, and therefore my name should be removed from the flat account. One would have thought this would be a simple thing to do; but no! However, what EDF did was to: 1) Close down the account that I have with EDF for my personal residence, which has an address that is different address to the one I rent out; and 2) Open up a new account with the names of the two new tenants; but the supply address shown as that for my personal residence! I only got wind of EDF’s gross incompetence because my new tenants contacted me to say they were receiving bills for my address in their names! Both my tenants and I phoned EDF separately to advise them the accounts had been incorrectly set up. What should again have been a simple issue to resolve turned out to be an torturous and stressful experience. I spent several hours on the phone to EDF, on a couple of occasions up to 3 hours, and when I eventually got to speak to someone somewhere in South Africa, I was put on hold again for up to an hour, or after waiting for a long period, the call would just drop, and nobody would call me back despite promising to do so! In the meantime, whilst all this was going on, EDF started to send me letters threatening legal action to both me and my tenants even though our bills were paid up. Eventually, I managed to speak to someone who seemed to know what had led to the problem and she promised to rectify it. However, what she did was to open a new account in my name; BUT put me on a higher tariff of about £750 a month! I of course took this up with EDF and they changed the tariff to what I had been on for some years – variable and certainly much lower than £750 a month! But EDF continued to send me letters demanding for payment and threatening legal action! I decided to contact EDF’s CEO Simone Rossi, and I received an email from an “Executive” who apparently had been assigned to resolve the problem. That was in November / December 2022 and I am still waiting to receive said “Executive’s” response to my email. In the meantime, EDF continued to send me thick wadded envelopes with legal threats for my bill for September 2022 to December 2022 even though I had made all payments to EDF in this period so owed nothing. As an alternative to phoning, I tried using EDF's WhatsAPP and Chat services, which are both useless. I am sick of waiting for "Enzo", EDF's robotic agent to reply to me. I also tweeted EDF and got a reply from "Donna" who asked me to DM her, which I did and to this day waiting for said Donna to reply to me. Last week I was narrating my horror story to a work colleague who advised me to contact the Citizens Advice Bureau (CAB) as she also had a traumatic experience with EDF. I phoned CAB who were brilliant. CAB have a special number to call EDF and their call was answered within the minute. I spoke to an EDF agent in the UK who seemed to grasp the problem and supposedly resolve the problem in about 10 mins. I say “supposedly” because despite this agent telling me yesterday my EDF account was in indeed in credit, this morning when I decided to check my account because I do not trust EDF, I was horrified to find a demand saying that I owed EDF over £700 for the period of September 2022 to December 2022. This is after the UK agent had told me yesterday that I was in fact in credit for this period! So as I type, the problem created by EDF 5 months ago continues to remain unresolved. My heart goes out to the elderly and vulnerable who are at the mercy of EDF’s shambolic business. It is shocking that a company that helps itself to billions of our hard-earned money every year does have the decency to invest in a functional and decent customer service offering, telephony or staff training. Ofgem is no use as it is on the side of these shambolic energy suppliers. Enough is enough. These shambolic shoddy companies need to be brought to account. Whatever you do: 1) AVOID EDF LIKE THE PLAGUE!! 2) SCRUTINISE AND CHALLENGE ANY BILL YOU RECEIVE FROM THIS COMPANY AS THEY ARE NOT TO BE TRUSTED; AND 3) MOST IMPORTANTLY, SET ASIDE A DAY TO WAIT ON HOLD IF YOU NEED TO CONTACT THIS INCOMPETENT AND VERY UNPROFESSIONAL COMPANY BY PHONE!”

Helpful Report

Posted 2 years ago

“Absolutely awful!!!! EDF seemed to be charging us more than usual amounts for our gas and electricity so we chose to close our account and move elsewhere. EDF then sent numerous letters and emails stating that we owed money on our account even though the account was actually at £0 and we owed nothing. After confirmation of this through their WhatsApp service and phone/email, they continued to send letter and emails stating that we owed money and threatening debt collectors and court. I find it horrifying that they may be doing this to more vulnerable customers”

Helpful Report

Posted 2 years ago

“Absolutely terrible company with zero ability to engage with customers. Tried charging 260% of usual DD. Switched to BG, final bill estimated despite my readings. Claim to have sent deadlock letter, all lies to frustrate complaints to the Ombudsman. Please don't join EDF or consider switching immediately!”

Helpful Report

Posted 2 years ago

“Omg I am so so very frustrated, I could kill myself it’s Saturday Edf customer services shut at 2 and no matter how much I chase,the problem gets worse and worse. Last night I at last got a resolution of my missing money, they were going to put £45 onto my meter that I am owed, after the call I saw my my meter credit of £42 drop to minus £51 I turned off my heating and today I find it now at minus £96 I’m not using gas I ring up again but I’m told I have bad credit they can’t help,round and round I refuse to top up now, I have formally complained and still I go round and around. I even checked if had gas leak it’s absurd. All this because I changed to a smart meter.”

Helpful Report

Posted 2 years ago

“What went right? Absolutely nothing. Web site seems to be down more than up and running. Keep getting welcome to your new home even thought been living there 20 years. Accounts set up in my name without prior contact and on somebody else's say so. Account then back dated 18 months with a bill of £1700 even though bills have been paid under another account no. Tel service diabolical if you can get through. Normal wait time 45mins. Email complaints service while being very polite do not deal with the problems. So called answers come in the middle of the nighteading me to believe they are not dealt in this country. WHAT A TERRIBLE SERVICE.”

Helpful Report

Posted 2 years ago

“Customer service is none existent. The online services (Chat and WhasApp) are just a waste of time as there are never any agents or they simply dont reply.”

Helpful Report

Posted 2 years ago

“Avoid them unless you love being sent bills of differing amounts several times a month . Ring them to set up direct debit to be told you need to pay 300 a month for a one bed flat . I'm on economy 7 and realised tonight that they have been charging me the day time higher rate at night as well . Dreading having to spend most of tomorrow on the phone to them . Tried switching but they blocked it saying I need to pay them 94.00 first, I think the boot will be on the other foot !! I've registered in their priority register as I'm a pensioner , but when talking to them today, they told me they don't give any help to anyone- vulnerable or not - they actually suggested I move supplier but then blocked it . I give up .”

Helpful Report

Posted 2 years ago

“If I could give no stars I would. After being forced over to EDF as our previous supplier went bust, and we were given no choice. The switch over process took way to long and by the time it was complete no other company was taking new customers. EDF have been horrific from the word go, for a start 6 monthly billing in unacceptable, they are horrific at calculating monthly direct debit levels and accept no input form customers who know how much energy they use. The result is being hugely in credit every billing period so they are sitting on customer money which should be in customers accounts rather than theirs. Only response when you can finally get through is a standard patronising stock answer which suggests they have made correct calculations that will be reviewed every 6 months. Yet it is obvious they are not correct. Then the bills themselves, they are constantly refunding large periods and then recharging to distribute miss calculations throughout the year, resulting in incorrect charging at incorrect rates. I have no idea how they can still be operating and why anyone would stick with them. I can only advise everyone to leave them and move to a company like Octopus energy, as a complete drop of their services is the only way to force them to pick up their game and actually care about their customers. We are now in the process of moving to Octopus energy and the experience is already 100% better.”

Helpful Report

Posted 2 years ago

“Had to take to ombudsman after months of no response and lies, even falsifying meter reading and lying about contact and saying I was obstructive despite me chasing THEM for 8 months. Ombudsman did find in my favour despite edf appealing with yet more unsubstantiated lies! AVOID LIKE THE PLAGUE!”

Helpful Report

Posted 2 years ago

“EDF will only review by billing arrangements every 6 months so basically it's total guesswork whether I will be in credit at the next bill date, or debit. They installed a smart meter but the installer never bothered to assess whether the property is suitable. It is not. Massive thick stone walls. So the guessing game continues.”

Helpful Report

Posted 2 years ago

“Can’t cope with theses guys Being in business for forty years never experience such useless shambles of a company please please please don’t consider them latest carry on is we have paid our bill on time sent bank statements time and time again still they trying to take action Hours and hours to get through never reply to emails sorry to say this but I wish they would combust can’t take much more”

Helpful Report

Posted 2 years ago

“Absolutely shocking costumer service. My smart meter stopped working back in August and after 3 phone call requests with no results,I finally moved over to another supplier.”

Helpful Report

Posted 2 years ago

“Edf is the worst company I have ever doubt with … There customer service is terrible! today I tried to sort out a bill problem and was cut off after 20 mins I rang back waited another 20 mins for call to be answered and when she did she would not talk to me because I was not according to them the account holder ?? Even though the previous operator had ?? I was joint account holder EDf closed the electricity and gas accounts and combined them into a new account leaving only my wife as account holder ?? Edf did with no consultation what so ever ??? In the end I asked to speak to a manager who never materialized and got cut off again ! I Called back again and waited another 20 mins for call to be answered and exactly the same thing happen .. so 2hours later I have given up frustrated and angry .. and I will def terminate account with EDf.. .. if you are in any doubt about EDF read the complaints forum ..”

Helpful Report

Posted 2 years ago

“My electric smart meter has been down since June 2022, they finally came out last week 12-01-2023 to apparently fix it, they ended up mucking up my gas and now my smart meter doesn’t work for my gas or electric and I have to type to utrn code manually each time. I’ve been doing this since June 2022 with my electric. I’ve contacted them and they don’t care. So rude and such poor customer service. They don’t care at all”

Helpful Report

Posted 2 years ago

“in April last year my bill came in as usual but had one difference they had changed the door number from 1 to 3 number 3 had a pay as you go meter, i told them 10 month ago and it has taken 30 hours of phone call 3 complaint that were marked as solve when it was not and now i face a bill even tho no one is living in there for £1500 as i was paying my bill under flat 3 they have now back billed me to April saying i have not paid a bill since that time and they have changed the account number , They are incompetent they customer service is appalling give them a wide berth if you have any sense”

Helpful Report

Posted 2 years ago

“It's odd how I made a bad review about EDF on trustpilet and then I was removed from trustpilet. The truth makes no difference to these people. They do not want the truth to get out. I bet this review is not put out for people to read. EDF smart meters don't work.”

Helpful Report

Posted 2 years ago

“The company is unavailable from a customer service perspective. They seem incapable of providing even basic responses and coherent conversations. Unintelligible english on whatsapp discussions that leave customers confused and unable to manage their spending. Customers are over charged through direct debits and requests to reduce them flatly denied without any genuine interest in the customers request. Automation and apps, without any half decent customer service skills.”

Helpful Report

Posted 2 years ago

EDF Energy is rated 1.2 based on 718 reviews