EDF Energy Reviews

Name: EDF Energy
Rating: 1.17

1.2 Rating 686 Reviews

4 %

of reviewers recommend EDF Energy

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1.2

Based on 686 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 22nd October 2024

Anonymous // 01/01/2019

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“Absolute joke iv ran around all day with a code for gas that doesn't work I'm sat currently with no gas thanks to EDF . absalote descrase...”

Helpful Report

Posted 1 year ago

“really unhelpful and degusted with the customer service I'm trying to change over its not letting it happened keep giving excuses.”

Helpful Report

Posted 1 year ago

“Effing shiiitttt and disgusting and bullsh** company. I’ve had no electric for a week. These robbing mother fukkers at EDF changed our Monthly meter to a PAYG system without a physical payg meter. We are now not able to have any electric. After a million phone calls and BULLSH from their SHYTT and well trained in waffling staff giving BULLSHTT excuses and not fixing the problem. They advised an engineer is coming out every single day with nobody attending and nobody contacting. We are left in the cold. All the food in the fridges and freezers have wasted our food which we can already barely afford. Basturd thieving wankiing piece of shyts. Furk your thriving selves. DIKHED (acc num: 671177368947)”

Helpful Report

Posted 1 year ago

“We have had issues with edf over 3 years,smart meter that does not work,poor customer service,bills not turning up on time,closing down complaints without sorting out complaint and trying to bribe you with £25 compensation instead. Sending you text to pay you bill when it is not due yet.all they interested in is money not customers.”

Helpful Report

Posted 1 year ago

“You refused to accept that you should have paid us our £200 'off grid' payment. After 20 days online exchanges and several WhatsApp posts, we made no progress, as the final post claimed once again we should claim on the government website. On your website, very early in the text, is the statement 'people should not normally have to claim as the utility company can confirm the requirement that customers have a utility contract. An absolute shambles and a waste of our time. We live in a small village which is totally oil based and the nearest gas is miles away. Other customers in the village, with other utility companies, have received their £200. EDF seem to be totally out of touch. We shall be changing our provider to a company that actually has some common sense. The service has been absolute rubbish, beyond belief!”

Helpful Report

Posted 1 year ago

“They forced to switch to a Smart reader and 6 weeks later they haven't transferred my credit amount yet. I spent over 20 calls, dealing with unhelpful customer assistants . They practically took my money and never gave it back. This is what I call stealing!”

Helpful Report

Posted 1 year ago

“EDF have been forcing to install a smart meter that I have never requested for. They have also been texting to inform that millions of customers who have converted to smart meters cannot be wrong. And as of my march bill on direct debit, It has been increased from £210 a month to now £322 a month. I live in a normal household and there is no one at home some days of the week. Prior to being automatically moved to EDF automatically when the company l was with went into liquidation about 2yrs ago. I used to pay just over £150 a month. Soon after the move, I started paying £210 reason being the Russian and Ukrainian war. But £322 a month is such unjustified increase. Reading customer's experiences so far with EDF, l can relate how unreasonable they have been doing things. So far, their communication with myself has been quite undermining in tone. They seem to have already made the decision without my consent. They seem to work in ways that psychologically demoralise customers confidence. It is a shame that they are allowed to continue operating unlawfully in such a developed country.”

Helpful Report

Posted 1 year ago

“I tried speaking to a customer service advisor and all she did was sigh and huff and off and when I said I have a letter saying my direct debit was set up to pay a certain amount each month for my gas she basically said it wouldn’t cover the amount I owed. I said I know I owe this much money and I said how am I supposed to pay it off if you won’t install a pay as you go metre?”

Helpful Report

Posted 1 year ago

“EDF is completely incompetent. Originally I was going to switch to them but then decided on EON who are excellent. I emailed EDF on 8th February advising that I would not be switching to them. On 9th February I received an email saying that the switch had been cancelled. Clearly not as today they have switched from EON without my authorisation! Now EON are having to raise an erroneous transfer to EDF which could take weeks. They advised that we would not be cut off and once we are back with them they will update the billing. EDF do not have my card number or bank details and no matter how many emails I send them including their CEO not one reply has been received. I have now disconnected my smart meter so that they cannot obtain meter readings and I will not be paying them a penny. AVOID LIKE THE PLAGUE.”

Helpful Report

Posted 1 year ago

“I've now spoken to 5 or 6 of your customer service people and I'm without heating or hot water for 10 days, I was put on hold the last time I did speak to someone, unbeknown to them it didn't cut me off and they were basically bragging how many people they had cut off, I waited over half an hour, still have no gas etc, my supplier went bust and the government placed me with yourselves, I've never dealt with such unprofessional people, I'll now wait for you to ask me why I've not paid you, I'm £600 in credit, what a shambles your customer service is.”

Helpful Report

Posted 1 year ago

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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.”

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Posted 1 year 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.”

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Posted 1 year 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.”

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Posted 1 year 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 1 year ago

EDF Energy is rated 1.2 based on 686 reviews