“Absolutely horrific experience and still ongoing. 12 emails, 6 phone calls to the philippines and chrits knows where else. Have to explain the same story over and over. Cannot understand simple meter readings or dates. Lie to get you to send confidential information about other parties (tenants, new property owners). Send incorrect bills time and again as though it is some game. Just an horrendous organisation.”
“An utter fraudulent scandal of an energy supplier. Make up estimated bills, despite supplying accurate meter readings, lie to the Electricity Ombudsman when raising complaints against them and completely mess up every single thing they do. Ripped out a perfectly adequate working economy 7 meter (and then denied it was an economy 7 meter and tried to charge me for a "standard tariff" meter), and botched the smart meter installation, still have not admitted for any mistakes or apologised once for anything they have done wrong. If I could get away from them, I would, but they keep making up bills to deliberately put the account into dispute. When you put a negative review on Trust Pilot it either disappears or is deliberately deleted after 1-2 months, hence why Trust Pilot has become a joke.”
“I've had an ongoing issue dating back to last year.
I have given EDF gas meter readings every month yet they have not updated and keep billing based on estimates. I have tried to update my gas meter readings myself close to 10 times but it is lower than the previous bill and the dashboard wont accept it. Even though this is their fault for failing to take my meter readings from me. I have tried to call, email, and chat them on the website with evidence outlining this. No one has got back to me. I have even raised 3 complaints to their complaints email and nothing back.
The same issue happened the previous year and took 4 months for me to resolve for which they promised me a £50 goodwill credit (this has not been applied or it has been applied yet)
I have tried to contact Silindelokuhle Mhlongo numerous times for help which she promised I could upon resolution of the original complaint, but have just been ignored. Emails are being read as I am receiving read and open receipts.
I have called a total of 34 times, most recently today with an average wait time of 47 minutes, spoke to one lady, was put on hold again with no warning, and then hung up on me. I have been hung up on a total of 16 times.
I also find it humorous that a big energy company that talks about sustainability would waste so much resource in sending repeated paper letters to my house every day when they could just check their email and call me once to resolve.
They have now started to receive threats to my credit report about the bill, HOWEVER THE BILL IS INCORRECT.
They have the WORST customer service, they can barely speak english, and when they don't know what to do they just hang up haha. You'd think a company that now holds somewhat of a stronghold over the market would throw more resource from the increase in gas prices and decrease in competition towards employing ample satisfactory staff to service their increase in customers”
“Worst energy suppliers I other had. Customer service is just useless. They managed to swap my account without informing me and it’s my problem to find out who is my new supplier. How it is even happened? Never use this company if you want to save you time and sanity.”
“Have filed a complaint dated 1st it March.
I have given EDF gas meter readings dated yet they have not updated and keep billing me based on estimates. I have tried to update my gas meter readings myself but it is lower than the previous bill and the dashboard wont accept it. Even though this is EDFs fault for failing to take my meter readings from me. Please see evidence attached.
EDF have still not applied the £150 credit from my payment dated 22nd of November 2021
They also offered £50 goodwill credit for staying because they mishandled my account. This has not been applied or it has been applied but has been removed on subsequent bills
I have exhausted every avenue with customer support yet have had ZERO response, yet daily reminders via txt, email, and physical mail to pay a false bill.
I have tried to contact Silindelokuhle Mhlongo numerous times for help which she promised I could upon resolution of the original complaint, but have just been ignored. Emails are being read as I am receiving read and open receipts.
I have called numerous times again with most calls ending in just being hung up on whilst on hold. this week, most recently today which This time was a 45 minute call, spoke to one lady, was put on hold again with no warning, and then hung up on me.
Repeated letters to my house every day yet no one can answer my calls.
This is literally beyond a joke”
“Not going to describe my HORRENDOUS experience with EDF....suffice to say they are UNBELIEVABLE.
I advise anybody who experience problems with them to write to their MP, copying a link to this site, with a detailed account of their problem, requesting that he forwards your email to every other MP, relevant Ministry and Civil Servants. Ask that they be investigated for practices that are bordering on, or even are, criminal actions. I've done just that.....it's only by escalating this to the highest level that anything will get done about these appalling con men(?) scammers(?) or criminals(?).”
“EDF wanted me to transfer onto a smart meter, so we did. I had to use the EDF app to top up both gas and electric. However, within a couple of months the app would no longer show the balance on my gas or electric so we didn’t know when we needed to top up. What an absolute useless app and company. When I tried to complain by EDF what’s app that didn’t work either. The worst customer service I have ever experienced from any company I have ever dealt with. The only reason I gave 1 star is because I couldn’t give less”
“EDF are a bunch of con artists. Twice now, they have conveniently changed my bill after me contacting them to say that they had overcharged me. The last time, after a month of fighting, they finally cleared my balance to £0 and gave a credit of £25 as "goodwill" for all the stress they caused. However, on my latest bill they have added on the money they claim I didn't pay, which they waived. And now they have faked a bill to make it seem like I still owe them! It's not enough that they make record profits, then put up prices to an extortionate level, but they also try to scam us out of our money too.
The customer "service" is atrocious. I've had to ask 5 times to have my complaint escalated to a manager and they still won't do this. I have never been so disgusted by a company and the way they try to screw hard working people out of their hard earned money.
If I could give 0 stars I would, as they absolutely do not deserve even one star”
“Today speaking to Marcia who clearly couldnt help me with my account issue so all of a sudden after speaking for 9 minutes an engaged tone.
Nothing wrong with my 'phone just incompetent operator. Lodged complaint.”
“A company that doesn't charge you the amount you use, but whatever they feel like taking on direct debit. My bill was £66, so they decide to take £109! Logged complaint with Trading Standards.
Tried calling and contacting them on their "WhatsApp" support just to get the call closed without any response.”
“Just tried to get hold of somebody at EDF customer service. Waited over 30mins on mobile then tried chat. Was told should answer in 4 mins but I cancelled after 12 mins. What has happened to our utilities. None of them have enough staff answering calls. I just find this totally unacceptable to be expected to wait such long periods to speak to someone.”
“So before the 1st of April in was topping up £35 to last just over a week, when the nee prices kicked in my meter went wild and is literally bleeding like a civ.the gas is going dramatically fast and the msn on the phone from edf said to me that gas has risen 54% means that I should be topping up £54 to and spending near £80 when bought with electricity top up.what on earth should I do as now I.would rather sit in the cold house I am in than to watch the meter swallow my money in minutes .54 hadn't even lasted 4 days”
“I was transferred to them from utility point who went bust. Sent all the meter readings etc. Got my first bill.
Electric 16 th Nov - 4th Jan.
12567-13627 1069kWH £205.
5th Jan-19th Feb.
13106 - 13488 382 Kwh. £73.88
Phoned them ( 50 mins) to tell that they had charged me twice for the 382 Kwh as included in the previous estimate.
Told me to take some more readings and would be put right but still doesn't alter the fact that payed twice for 382 Kwh. Bills come only 6 months and if I hadn't noticed would have been missed.
Soon as I have sorted this out moving to someone else.”
“Terrible customer service - call centre workers with no knowledge who just don't care. Disconnected twice, not called back despite arranging this with the third person.
Huge increase in D/D per month, way over the price cap % (DD gone from £85 to £331) and no one able to discuss this.
Back dated 'debit' that has just appeared and impossible to dispute because the system crashed after spending 4 hours either on hold or speaking to someone who just repeated lines from a script.
Can't submit new readings before the 1st deadline, but can today! Funny it is all working again....
Extremely stressful experience, I feel for everyone else also going through this with this provider.”
“No stars! soon as I can change suppliers I will be!
they have restricted my account to PAYG - Seriously! you have known this was coming so why not think ahead and sort this out, your customers have done the right thing by updating their readings so that we are not overcharged, yet, you are making this difficult for us to upload readings, I have had many different error messages trying to log in at 11.30 pm. Surely it should have been sorted by now!!”
“I've been on hold for over 1hr 30mins now just to give a meter reading because the edf app is down for maintenance and the websites won't work either.
How convenient being it the last day to give meter readings before the shafting of energy prices yet again. 🤔”
“Customer service needs to be improved! I was waiting for an hour to get through. When I did, I gave them my account details and they put me on hold for extra 20mins! Told them I just wanted to pay a bill. Very rude.”
“Very bad customer service, almost an hour on the line and no one answering.
I did pay normally for the actual bill on line but, they said they have not any record and charged me extra £119.
today 31.03.22 there website is down”
