EDF Energy Reviews

Name: EDF Energy
Rating: 1.17

1.2 Rating 721 Reviews

3 %

of reviewers recommend EDF Energy

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1.2

Based on 721 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

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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

“Refer a friend You must be joking”

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Posted 4 years ago

“Was only with EDF energy for one month as I moved into a new house and initiated a switch to a new, cheaper, supplier pretty quickly. A month after the switch we get a ludicrous bill of over £500 for a one month period. I live in a medium sized terrace house with one housemate, and currently pay £67 for gas & electric combined. Common sense would indicate to anyone that the bill was incorrect. I was annoyed at the audacity of the bill but was somewhat calmed by the agent on live chat who was polite. The issue stemmed from them making estimates, once I provided our move in meter readings I was told the problem would be sorted. Fast forward to 3 weeks later, a similar electricity bill arrives for over £500. Still based of estimates. Absolute joke and waste of my time. I give them the benefit of the doubt that it's just sheer incompetence. However, I do worry how many people end up paying these completely ridiculous bills without checking. As mentioned, common sense would have told edf that that amount was incorrect. Glad I switched from them and will never in my life be switching back.”

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Posted 4 years ago

“edf wont even respond to there own complaints they use a third party, they were responsible for dirty tricks and contribution to something i cant even put on this review. disgraceful practices. I wouldn't touch them personally with a barge pole, and i have worked in the industry for 15 years.”

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Posted 4 years ago

“Shame I have to give them even 1 star. They are based abroad and have no interest in people in the UK. They just want your money. Thank you (sarcastic) for your support during covid EDF.”

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Posted 4 years ago

“Worst experience with an energy company. I have switched to a different company in June, when they have generated a final invoice based on wrong readings. More than 5 months later they have still not been able to solve this issue after countless hours speaking to them on the phone and on chat! Every single time I need to explain the issue from scratch and every single person give me a different possible solution which is never the right one. AVOID IF YOU DON'T WANT TO SPEND YOUR DAYS CHATING WITH THEIR USLESS TEAM!!!!”

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Posted 4 years ago

“Worse experience in my life! If I could I would give 0 starts! Please do not take this company as it will be your nightmare. Poor service, lack of professionalism meaning like they don’t work and they don’t know how to handle the issues. They left me without electricity and gas for a day and I am pregnant and I had to survive till next day when I could call a manager to sort out the issue as I was anxious and stressed. But after 6 months still going on issues and issues and the worse part is that I can’t change the company as they don’t let me go! I will go to citizens advice for a compensation.”

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Posted 4 years ago

“Billing is a complete mess. Being chased for almost £3000 for a meter which isn't mine. Have had their engineer out to confirm it isn't mine (which took almost a year!) And they are still sending me bills. I am now threatened with legal action. They have repeatedly tried to take the money from my account. Thankfully my bank have been very good at blocking it and helping me. No one to escalate it to. Just complaint "experts" who can't do anything. No managers to pick it up or help. Utterly disgraceful.”

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Posted 4 years ago

“I called up a total of nine times to try and get a quote, after being cut off, no one speaking, the line going dead and staff constantly transferring me, I went elsewhere.”

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Posted 4 years ago

“Considering switching to EDF? Don't bother and save yourself money, time and hassle! As an existing EDF customer I recently switched to a cheaper tariff. Despite providing my bank details twice EDF maintained they didn't have it and couldn't set up the DD. When they eventually set it up the payment dates and amounts were different to what had been agreed over the phone. When I complained they claimed they had no record of the telephone conversation! How very convenient! Unfortunately EDF have a track record in mismanaging DD payments for my account which they just brush aside without accepting any responsibility or consequences for their shockingly poor customer service! Don't take my word for it. The highly respected Consumer group Which? in a recent survey ranked EDF joint 27th out of 35 energy companies rated by 7,355 members of the public! Which? went on to state EDF achieved a poor two-star rating in the value for money category. I would NOT recommend using EDF under any circumstances. They treated me in very shabby way! I would urge you to take your complaints, if not settled to your satisfaction, to the Ombudsman. That is the only way to force improvements to their customer service.”

Helpful Report

Posted 4 years ago

“Awful. We inherited them as suppliers in a new house purchase. Possibly the worst company I have ever dealt with. Unable to grasp we owned the house and manage any bills correctly. Do not use!!”

Helpful Report

Posted 4 years ago

“Worst energy.company.ive come across over charged me in.the hundreds over phone half the staff dont know what.to.do.not polite .or guide you on your query stressed me so.much.and I. Already have poor health”

Helpful Report

Posted 4 years ago

“THE WORST COMPANY I HAVE EVER USED..... Four years ago I had just moved into my new house and setup a 'dual fuel tariff' for gas and electric. The gas part was correct but EDF billed me for the wrong electric meter. The meter concerned was actually across the road for which I had no ownership. When my electric bill arrived for the correct meter it was with Swalec NOT EDF. Initially EDF refused to acknowledge they had made the mistake. At the same I offered to pay the gas part of the bill, but EDF refused saying my gas could only be paid after the situation had been corrected. This dragged on for another 14 months whereby my gas bill was unpaid as EDF still refused they'd made a mistake. All the time I was being billed by Swalec who were not really interested but wanted their electric bills paid. Fourteen months on because of EDF I owed £1500 to Swalec. EDF finally admitted their mistake at this point and demanded I pay the full bill of £4500. I complained to the ombudsmen. I was offered £75.00 and a letter of apology from EDF. That was it, way short of the thousands now owed. I tried to take the matter further with a solicitor who painfully told me I had no rights and could not afford any legal challenges. After another year of wrangling with EDF who refused to pay any compensation other than £75 sent the bailiffs in who threatened me on my doorstep with breaking limbs etc for a bill now standing at £6800.00. After an emergency call to the CAB the bailiffs left and I was forced onto a debt management programme which as stated was caused by EDF. You would think that after all this EDF would never make the same mistake again..... boy was I wrong. After phoning a gas meter reading through in July 2020, I thought my actual gas usage was too high. The call handler then informed me my account had been locked and he would look into it. He contacted me by phone a few days later stating he nor anyone else could find any any reason as to why the account was locked, who locked it and how long it had been locked. Presumably they knew I would contact the ombudsman again because another call a few days after was with a different call handler and guess what, they offered me £75.00 and an apology. The reason being.... my overall debt had increased by £355.00 because they had been billing me incorrectly (AGAIN!!!!!!!!!!) because my account had been locked by EDF. As of today I'm still waiting for a senior EDF manager to contact me. I have demanded they reduce the debt by £355.00 i.e. the increase they created. So far they have refused. Please read this review a few times and let it sink in what EDF are as a company. Ask yourself if you would ever want to be put in the position I'm in twice in four years and owing thousands because of EDF. EDF are useless, unprofessional, unhelpful, will not take responsibility for their mistakes and should be avoided at all costs. Trust me, its worth paying more with a different company than having to suffer everything EDF has done to myself and my family. My children have gone without for pretty much everything because of EDF. You have been warned....... P.S. 0 out of 5 would have been given if allowed, 1 is way too generous.”

Helpful Report

Posted 4 years ago

“This company are so arrogant - treating their customers like rubbish during a crisis - well you can stick you bill up you know what. I will never use them again”

Helpful Report

Posted 5 years ago

“Hi Fact is that EDF has given me a faulty gas meter and have done nothing to remedy the situation for over 2 years. So the Ombudsman's award of £50 is paltry. Also EDF have made several appointments to check the electricity meter which showed I owed them over £600 for an empty property and then cancelled them. They expected me to spend 3 hours waiting in a cold property for an engineer to call but the engineer cannot ring me 30 minutes before hand. The Ombudsman thinks their action is OK. I am copying and pasting the Energy Ombudsman's decision against EDF Energy: 'Conclusion After reviewing your complaint, whilst I am satisfied that the billing of your account (based on the current evidence to hand) is valid, I do acknowledge that you have experienced a poor level of customer service as the company has failed to respond or provide you with assistance in regards to your gas meter concerns. I appreciate your request for a financial award based on the time and trouble the matters have caused you. However, Ombudsman Services do not base awards on the number of hours which a complainant has spent dealing with a complaint. There are a number of reasons for this. It is not possible for me to determine the number of hours invested in a complaint – or which of those hours it was necessary to invest. Nor is it reasonable for me to differentiate between complainants based on how they value their time. Accordingly, our office make an approximate assessment of the time and trouble experienced by a complainant caused by the shortfalls of the participating company. Where we see fit, we can propose an award to acknowledge this. After reviewing your complaint, I will require the company to apply a £50 credit to your account EDF account as a gesture of goodwill. This is because I consider this goodwill award to be proportionate to acknowledge your experience with the company and the poor customer service provided. I am satisfied that the supporting evidence highlights that the company has not provided you with the appropriate level of care whilst handling your gas meter concerns, which I would have expected. I acknowledge the frustration which EDF’s failure to respond or provide assistance may have caused you. Lastly, I will require the company to provide you with a written apology to acknowledge the inconvenience and shortfalls in customer service, which I identified. Outcome: Upheld Remedy 1 Remedy: Action Comment: • contact you to discuss and diagnose any potential issue affecting your gas meter Remedy 2 Remedy: Action Comment: • provide you with a written apology to acknowledge the inconvenience and shortfalls in customer service Remedy 3 Remedy: Goodwill Value £: 50.00 Comment: • apply a £50 credit to your EDF account as a gesture of goodwill Decided by Paul Darlington (os-investigative-officer) on 22 Aug 2019 at 11:38 You can download this decision as a PDF letter here'”

Helpful Report

Posted 5 years ago

“Terrible service, they estimate bills and you’ll get a £600 energy bill for no reason, unless you chase it up and then they’ll tell you it was actually £80.... stay away, use literally any other provider”

Helpful Report

Posted 6 years ago

“Terrible customer service, overpriced and impossible to leave. I was undercharged for a year, they billed me wrong and then they wanted the entire amount paid, despite being at fault. I could not leave until I paid it off. I then tried to switch suppliers but EDF refused as within the few days of switching, I had obviously spent 8 quid which was unbilled but they regarded it as 'debt', so they make it impossible to switch. I have now managed it and my bills are quarter what they charged me. The word scum would be too polite for this company”

Helpful Report

Posted 7 years ago

“They simply don't have joined up IT or CRM (customer relationship management) systems. Their migration process when moving house is amateur compounded by poor communication skills within some of their call centre agents. Their first time round pricing is attractive until, without letting you, the customer, know the rates hike up markedly. Overall un unprofessional company already at or near the bottom of published comparison charts or reports”

Helpful Report

Posted 7 years ago

EDF Energy is rated 1.2 based on 721 reviews