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EDF Energy Reviews

1.2 Rating 748 Reviews
5 %
of reviewers recommend EDF Energy
1.2
Based on 748 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

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EDF Energy 1 star review on 5th June 2025
Concilia
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
My Smart Meter wasn't fitted correctly in July. I haven't been able to give a Gas reading since August. My Gas Meter is dead and they didn't change the Electricity Meter over . I keep phoning and emailing. They say that there are no engineers in my area at the moment. It is a huge company and I live in Wootton Bassett. It is now the end of December. The person dealing with my complaint is on holiday until the 3rd of January and my house is boing rented out on the 8th of January. I would give Zero Stars if I could.
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Posted 1 year ago
Shocking company! I’ve had nothing but trouble with them since I move to this flat. They charged me for 2 accounts and took me ages to sort it with them. Now for the first time ever I’m in a debit situation which goes up every month and I just cant work out how they keep me In debt when I’ve always been in credit with other companies and I’ve never miss payments ever!! I live in a 1 bed flat, I don’t have a tumble dryer, dish washer I don’t even have a washing machine. I don’t use my oven and I have 1 night storage on and for that I pay £147 a month!! I will be paying this debit off this month and then I’m moving to another company!!!!!
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Posted 1 year ago
Horrendous company to deal with customer service is abysmal. Got disconnected three times trying to call. After speaking to two different people both promising to sort out the DD overcharging and my Billing address being changed without my permission. Both representatives did nothing that was promised. Using WhatsApp and email complaints service also shocking. Last agent said they had resolved my complaint and shut down the case. I later found out Bills still not to my home address. Still trying to take large DD from me when I work away and have a log burner. Dont even start me on the many months it took them to install a gas meter that worked. I am currently in a roundabout of incompetent advisers that dont know how to read and respond to a complaint correctly. Namely why and who changed my address? Why are you trying to charge me £177.00 a month when I only use 33 units a month. Why are you taking more than the £27 agreed over 36 months. (This bit is shocking their agents sent me an incorrect refund) as by way of an apology said could pay it back over 36 months. Now each time I call its labelled a debt (not a staff error) As soon as this complaint hits 8 weeks I am taking it to the ombudsman. Suffered a decline in mental health, rude advisers, incompetent advisers and worse of all no apologies when last DD nearly bounced my car insurance Bill. (No warning given because someone in their company is sending bills to Wales not England!). The hours I have taken to try and sort this out is exhausting.
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Posted 1 year ago
EDF kept us without electricity for 2 and a half months. Good luck anyone trying to get through to the department that helps. Once you finally get through after an average wait time of 30 mins, they shut phone on your face, they say they will call back or email and never do. They also ignore emails. Impossible to speak to any of the management team. The company structure is so poor they have more money then sense if this company survives in general.
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Posted 1 year ago
I've messaged twice that I can't see any energy usage on the hub and at the most expensive time of the year and I haven't had a single response
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Posted 1 year ago
Could invest in Customer service Bills Communication Providing appropriate service I would have appreciated not to be charged for gas as my property is electricity only. They just collect money when and how much they choose without notice. Spoken to numerous EDF advisors one of them even said they will ring me back ,month passed and I'm still waiting. I'm very disappointed,difflated and tired of them.
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Posted 1 year ago
This is the worst energy company there is. Calling them for days on end, such incompetent people as customer service representatives. I’m actually so frustrated with them right now, they keep saying something about the registration not gone through after sending me account number and details. They literally should just fire everyone on their customer service team and get more competent people to do the job instead of these tongue twisting non English speaking employees. I’d give them a 0 star if I could. Rubbish!
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Posted 1 year ago
Two months of the same issue and getting sarcastic responses when I contact them....having to explain the problem over and over again. Minus 5 stars would be more appropriate.
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Posted 1 year ago
Had an appointment booked with EDF to install a smart meter - booked it a month in advance after we were ignored the few months prior. I got the confirmation email and took the day off work to make sure I was home, but the engineer just didn't turn up at all on the day. No call, nothing. EDF then said the next appointment would be a month later, AFTER Christmas when we needed it for. This is the third time we've tried to get this appointment booked and nothing. Absolutely useless.
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Posted 1 year ago
I had a smart meter installed about nine month ago. Last month l was told that EDF had lost connection to the meter and was asked to submit a manual meter reading while they look into the problem. One month later EDF are still "looking into it".
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Posted 1 year ago
EDF - Domestic Customer Service advisory, is extremely poor, arrogant, rude, and impolite. If I get free electricity I won't be able to sign up with them. if there was an option for under zero rating, wow, I am shocked
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Posted 1 year ago
No electricity . Was told the engineer would call me within 3 hours . No call it’s been 3 hours . Had to call them back to be told it will be another hour. Think it’s time to change suppliers
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Posted 1 year ago
Absolutely awful. By far the worst company iv ever known. Stay away . 1 star is far to much, minus 5 stars is more suitable. Should not be allowed to run a business.
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Posted 1 year ago
Horrible company. Disgusting behaviour towards customers making constant excuses for their errors. AVOID!
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Posted 1 year ago
absolute joke of a company, i have too many issues to list on here but have raised all 8 of them, they only acknowledge one of my complaints, smart meters promised, making my bank 100s of pounds in debt after promising to take the correct money, awful service rude staff, full of promises which are all lies !!
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Posted 1 year ago
Hello My name is Ian Allen chairperson of the button moon trust They owe the trust over 4000 since August for overcharging for VAT being a charity, They have not given back the money. When I phone they just fob me off, and today I got an email to say they've closed the case, the number that's on the email phone and it's not available if I owe that sort of money they'll be sending round the bailiffs, maybe I should send round the bailiffs to EDF
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Posted 1 year ago
They refuse to read my meter, even though I've explained to them that it's difficult and unpleasant for me to do so. They don't care, they just want the money. Sick of them. Will complain as far as I'm able and then switch to some other cowboy outfit instead. We *urgently* need to bring these greedy, profiteering utilities back into public hands, because this really isn't working.
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Posted 1 year ago
Poor non-functioning website - service has dropped off fully in the last year or so.
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Posted 1 year ago
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.
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Posted 1 year ago
Awful, awful company. Smart meter installed since February 2021 and yet I’ve never received any quarterly invoice that wasn’t ‘estimated’! Apparently a communications problem between their billing system and my meter means they can’t read my meter when they need to so I’ve told them to get ithe comms fixed but they’re not interested - just keep telling me that this is the way it works! Furthermore, the in house display unit they gave me has never worked either and guess what, they’re not interested in fixing this either! I’ve asked EDF what’s the point in having a smart meter - a question that they obviously cannot answer. Complaint now with the Ombudsman as EDF decided that my issues with them had reached ‘deadlock’ (incredible really as they haven’t done anything to try to resolve them). Not holding out much hope here though as the chap I spoke to at the Ombudsman’s office was keen to set expectations…. insistent on telling me that I needed to understand that the technology (in this instance the comms link and in house display) weren’t infallible and that sometimes they might be down! I asked what would be an acceptable working rate - 75%, 50%, 25% or, as in my case, 0% - but I think he felt I was being facetious. Will probably end up switching to another supplier.
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Posted 1 year ago
EDF Energy is rated 1.2 based on 748 reviews