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EDF Energy Reviews

1.3 Rating 775 Reviews
6 %
of reviewers recommend EDF Energy
1.3
Based on 775 reviews
Shipping & Delivery
Delivery Methods
Own Driver, Courier
Customer Service
Communication Channels
Telephone, Live Chat, Email
Queries Resolved In
Over A Week
Customer Service
1.1 out of 5
Returns & Refunds
Refunds Process
Difficult

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EDF Energy 1 star review on 25th June 2025
Jennifer Wayne
EDF Energy 1 star review on 11th May 2025
Milan
EDF Energy 1 star review on 4th May 2025
Shehri Abdullahai
EDF Energy 1 star review on 4th May 2025
Shehri Abdullahai
EDF Energy 1 star review on 21st January 2025
Mon
EDF Energy 1 star review on 22nd October 2024
Poor Customer
EDF Energy 1 star review on 8th October 2024
Ryan Davies
46
Anonymous
Anonymous  // 01/01/2019
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!
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Posted 3 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
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Posted 3 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!
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Posted 3 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.
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Posted 3 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.
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Posted 3 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.
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Posted 3 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 .
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Posted 3 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.
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Posted 3 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!
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Posted 3 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.
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Posted 3 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
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Posted 3 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.
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Posted 3 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 ..
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Posted 3 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
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Posted 3 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
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Posted 3 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.
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Posted 3 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.
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Posted 3 years ago
The worse gas provider on the world, run from theme till you can . My contract was finish from 100£ jump to 600 , I can’t afford to pay this I am single mother , now ther hold my account , when try spik Coustmer service the lady was so rude she say this is my problem that I can’t afford like this pay and she smile , when I try say her call her menager she say no !
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Posted 3 years ago
Very poor if thay can not short the problem thay hang upon you no customer service edf need to short this out , these people need to be re trained
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Posted 3 years ago
Spent 2 hours 52 mins on Whats App trying to explain to agent that the £199 Energy Support Scheme Payment paid into my bank account have been incorrectly treated as a refund from EDF! £199 has been deducted from my credit balance i.e. wiping out the support scheme payments. Agent had no idea how to handle this and despite my different examples/explanations, he repeated same lines. I can only see one other customer with same issue - that surprises me,
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Posted 3 years ago
EDF Energy is rated 1.3 based on 775 reviews