Plain Dishonesty at work, retrospectively trying to justify their actions (or lack thereof). I have been warned of a transfer to another energy provider, initiated likely by the tenancy management (which instead of extending existing tenancy, put me through a brand-new onboarding that "allows" the agency to take over and close any account linked to the address... that is for another day!). I promptly informed EDF of the mistake and assumed I was the legit tenant and account holder, since by contract I am responsible for the utilities. Not only that, being EU national and having to demonstrate my "right to rent" with Settled Status, one would think extra checks on me guarantee I am indeed the legit tenant. Fast forward 8 months (still outstanding with Often now), and they messed up everything: from smart meter not working (their responsibility to check the right readings are reported and the meter is working!), to readings 400-500 KhW behind the actuals I have documented. Anyway, we almost reached agreement and one outstanding issue was/is they are still calculating with the lower readings... in other words, they offer a payment as act of good will only to take it back and then some with misreadings. Their latest excuse? they change systems so the old account (affected by Erroneous Transfer) was reinstated shortly before moving everything to a new system... hence messing up records even more. So what is wrong with EDF? 1. customer service agents cannot see what is going on with your account as they use a dashboard that is not "live" and regularly updated. So they can tell you all is fine with your account, when in reality the account has been closed! And then other hours spent reasoning with poorly trained people; 2. departments are not talking to each other: so I get a rep suggesting to suspend payment with a large credit on my account only then to receive a call from the collection department! which one is which?? 3. Escalation process inexistent: you think from agent to manager to Complaint department the escalation route is clear... nope. You have probably to go through a few more people, each needing a "recap" of an odyssey that never ends. 4. Deadlock - I see someone mentioned that. If there is erroneous transfer and there is no apparent immediate resolution, the deadlock letter is issued apparently so that they can "prove" they did not go beyond the 20 something days limit under the Erroneous Transfer Charter, when compensation kicks in. In my case, through Ofgen, I have seen a deadlock letter I have never ever received - neither via email or mail. But there you have it: merge with data and issue as evidence and they are covered! (even wrong date...) Anyway, here we are: I got a small credit as "act of goodwill" (hate that definition as it is totally dismissive of being in the wrong). Now that credit - amazingly the amounts are so close - will be clawed back in additional consumption charges because their readings were wrong! One cannot make it up. EDF has a history of these mismanagements. Notably in 2014 complaints about mishandling of cases were such that an independent investigation with Ofgen was conducted, finding so many "areas of improvement"... 10 years later and we are still battling with the same mismanagement. What I learned: 1. escalate immediately, don't try reasoning with different customer service people who have no clue of anything; 2. Citizens Advice was great: they cracked the issue and EDF had to then show they were taking actions; 3. document everything! I know, boring, but try get an email and write the recap of everything that has happened. Every correspondence in writing, always add the whole story and actions taken chronologically. Pictures of meters speak louder than anything (metadata will show the actual date the photo was taken too) 4. Remind them of your right to a response in X days, and after passing the time limit, open a case with Ofgen, easily uploading all your documentation. Less stress than having to rebuild everything. Citizens Advice will compile a list and sometimes publishes information on worst Energy providers to avoid. As for me, I can't wait to leave EDF and never ever join them again - I appreciate human errors but institutionalised dishonesty is unacceptable. Know your rights, you efforts will pay off... who knows, like in other sectors, one day we may all get restrospective payments worth thousands ... when they could have saved it all by providing the service they promise in their contracts with you.