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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Avoid like the plague. Moved into a property supplied by EDF in Dec 2022 and thought that with current energy situation it made sense to stick with the existing supplier. Initially I tried to set up an account online but kept getting an error message so resorted to phoning and the resultant hour on hold. Finally got through to someone who claimed they had set me up an account and direct debit and that I would receive my account number by email. A day goes by and no email with account number arrives. I phone again but stuck in Orwellian loop of being told that without my account number they cannot find my details and request that an account number be sent! Eventually I resort to the dreaded chatbot and again request my account number. Chatbot replies after 3 days with a stock response that the conversation is closed due to 3 days elapsing!! Attempt chatbot again, this time after 2 days I receive a response with the golden ticket of the account number. So it has taken 5 days, 2 chatbot conversations, 2 phone calls and one online form just to get an account number. With my shiny new account number, I am able to download the app and manage my account online. I enter meter readings. 5 days later I get a text saying my meter readings have been accepted, however I look on my online account and they are nowhere to be seen. There is no direct debit set up despite my request for one. I don't receive a bill for 2 months. When I finally do receive a bill, it is charging me a 'deemed' fee based on the price cap with no acknowledgement of any of my meter readings that have been submitted diligently within the timelines EDF request. I don't receive my next bill for another 2 and a half months later; it has now become clear that EDF like to keep an air of mystery around quite when they will charge you and how extortionate it will be. EDF customer service are impossible to get hold of and I have little appetite to face the 3 day silent treatment from the chatbot again. EDF do however phone me up incessantly and persistently trying to enforce a smart meter on me (using misleading language about it being a government requirement). I have declined a smart meter multiple times. After 5 months of overinflated bills, ignored meter readings, a lack of access to customer service, inability for EDF to set up a simple direct debit, repeated harrassment over smart meters I leave EDF for Octopus. I am able to set up my account online, create a direct debit (with a quote of £60 less a month than I was paying with EDF due to them acknowleding my usage) and submit meter readings in the space of 10 minutes - which is more than I was able to achieve with 5 months with EDF! And, even after leaving EDF I get an out of hours phone call from the smart meter team yet again informing me that I 'must' have one fitted, despite no longer even being an EDF customer. It should hardly surprise me that EDF don't even know who is on their customer base as they barely acknowledged my existence even when I was there other than to try and flog me a smart meter. To summarise: sign up for EDF today if you want to be ignored by customer service, enjoy interactions with the world's slowest chatbot, receive aggressive smart meter sales calls at all hours of the day, live in the exciting suspense of not knowing when a bill will come and how much it will be for, and pay bills far higher than your actual usage.”

Helpful Report

Posted 1 year ago

“Total incompetence, left them after 6 months, sent me a final bill of over £800 based on estimated readings apart from the final reading which stated it was "smart read" strange how I have complained that the smart meter has never worked but all of a sudden the final reading xan be read remotely and about 2000 Kwh over the actual reading I have taken, let battle commence! They should be put out of business and kicked out of the UK for good, they have almost pushed me over the edge. Please avoid this scamming company at all costs”

Helpful Report

Posted 1 year ago

“EDF are Crooks I have been with EDF for several years, in that time all that happened was my energy bill for gas and electricity went through the roof at £244/month. As I live by myself and am a low energy user this was intolerable so I looked around and saw Octopus was much cheaper at £142/month. These big energy companies such as EDF are Scum only interested in ripping their customers off. Their website is very confusing and offers little in the way of any real help, lower tariffs for instance. Good Riddance to Bad Rubbish ## Update ## On switching this energy supplier I got an email from them saying I owe them over £500 in debit, even though I paid every month their ripoff rate of £244, avoid these criminals like the plague”

Helpful Report

Posted 1 year ago

“avoid these idiots like the plague”

Helpful Report

Posted 1 year ago

“The worst suplier ever! I have submitted my meter reading 3 weeks ago and they have not issed my bill yet. This is the second month when it happens. Now they inssist to pay 2 months in one without me agreeing for such a thing!”

EDF Energy 1 star review on 15th May 2023

Helpful Report

Posted 1 year ago

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

Helpful Report

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”

Helpful Report

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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years 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 2 years ago

EDF Energy is rated 1.2 based on 718 reviews