“After sending a meter reading, I found it impossible to get confirmation that it had been received. In fact, it seems a struggle to talk to a human being at all.
Extract from Chat: "I am here to help you get an answer", and then, "The chat session has been closed by your EDF advisor"”
“The worst customer service as well as the company.
I moved to the house ,where previous tenant didnt pay them money , so they did pass on me and charged me for previous tenants bills ! And they wont tell you anything , till you notice yourself and call them ( if they even answer the phone calls !)
I changed for British Gas an im very happy with theirs service”
“I didn't choose EDF I was moved over when my company stopped trading. I found they did not keep me up to date with what was going on and when I text them I got quiet a rude person texting me back . So i changed to another company”
“After undercutting other competitors they send you a bill for more than you expected but this happens with other suppliers so be cautious about the quote you receive”
“Out of the blue they sent me a bill 2 years after leaving them threatening further action if it wasn't paid. It was so long after leaving them I thought it was a scam. When I left them they sent me a credit as part of thier final bill. Two years later they sent me a bill for £100. Even after admitting they had made a mistake it took a total of 21 calls and emails to sort out. No apology or compensation for my time and effort.”
“TERRIBLE!
DO NOT GO FOR THIS COMPANY!!! I read a bad review ignored it and went through exactly the same difficulties.
There was sooo much theivery from this company it was absolutely horrible!!!! I had a terrible experience, constantly accused.
Price plans changed without me knowing almost paying £94 a month AS SINGLE PERSON on electricity. Disgusting.”
“Whatsapped them 4 times to ask them to change my meter from the current incorrect estimation. Couldn't submit new meter reading as their last estimation was higher than my current reading, hence can't even set up direct debit. Kept telling me they will change it. It's been more than a week. Nothing happened. I am too busy to call as I am always at work. They just make it impossibly more troublesome on top of my busy work life. Finally off work at the weekend and they are not available by phone. Excellent! Definitely going to change and use another company next month.”
“EDF have overcharged me by approx. £2,000 over the past 18 months. They then pushed me to making a Complaint to the Ombudsman Service who have upheld EDF's actions as Condition 3.5 of EDF's Terms & Conditions state; "Where we are entitled to change the conditions of your contract, this includes the right for us to change your product or the way you pay and how often you pay." Be very careful of the small print in the EDF Terms & Conditions as the Ombudsman will not find against them due to this clause. EDF are obviously very experienced at "gaming" the Ombudsman Investigators.”
“Single handedly the worst company I've ever had to deal with. Incompetent, expensive, slow...please never use them. I've twice had to switch off EDF when moving in and both times it has been the longest, draw out, painful experience.”
“Both my Electric and Gas are with EDF and in January I was recommended by an adviser to set up a Direct Debit for both as it would make my monthly bill more predictable. I agreed and arranged for it to be setup. I was told the first direct debit payment would be taken in 3 weeks in line with the date I get paid. 5 weeks later I called and said nothing had been taken and was receiving letters to say I needed to make payment and I was overdue. I was told there had been an error and it was not successfully setup and it would be amended immediately. I paid upfront the overdue amount and accepted it was a one off error. The payment date came around again and once again the DD was not taken. I rang again was told there was a bug in the system and once again the DD had not been successfully setup (again no contact to let me know this had not been done). By this time my bill had gone up so I once again setup the DD and as-well as that I had to setup a payment plan for the overdue amount which I could not afford to pay at once. I was given as a good will gesture of £30. Finally I received email notification to say the DD had been setup and thought that was the last of it.
Then at 12am in the morning at the end of May I received an email to say my DD for my Electric had been successfully setup. I immediately called to say this is a mistake as it was setup 3 months ago. I was then told that I
Unfortunately my 3rd attempt to set the DD had not been successfully and nothing had been taken for almost 3 months. I then almost cried as I live on my own and all I was thinking was how am I going to pay up the arrears. I had received no email or letters to say my payment had not been received and when you setup a DD you have to wait every 3 months to get a bill breakdown and you can no longer view the balance owed on the app.
I couldn’t believe I had not received confirmation of setup without even a curtsy call to let me know for the 4th time my DD had not been taken. At this point i needed EDF to accept the multiple errors made on their end and write off the 3 months of DD payments I was now behind on (not including the arrears I was paying because of the 2nd and 3rd time this had happened). Instead I was offered a £50 goodwill gesture which they seemed and I quote
‘We have apologised, taken the correct actions to fix things and offered an appropriate level of goodwill’
Again I have been a loyal customer for 10years since being 18 and they do not understand what 3 months of arrears does to my mental health as I now over hundreds of pounds of debit to worry about.
I said £50 did not seem fair with the extent of what had happened. All I’ve tried to do is be smart and setup a DD. To which point they sent me a letter to say they will offer nothing more and attached a option to contact the Ombudsman.
I would recommend making sure all DD are setup by checking with your bank as if I had never received the midnight email I would still be thinking payments were being taken.
I am so disgusted with the way I have been treated. Cold and no compassion to set things right. I will now be be cancelling the DD which I don’t trust and think about what other bills I will have to miss to try an catch up”
“am absolutely appalled by EDF. I switched energy suppliers in April, and had to chase up the final bill 3 times. I ended up paying two suppliers in 1 month which left me massively short of money and I am a full time carer for a disabled child. I was told contradictory things on the phone by customer services. I was promised call backs which were either late or never materialised. My bill showed credit and they denied they owed me money. I took it to the complaints team and they would not give me the credit I believed they owed me. I was promised a phone call back about compensation from the customer service team and they never called back. Complaints team said I didn't qualify for £30 compensation because I'd only been waiting 5 weeks for my final bill, not 6. Caused me a huge amount of stress. They're a huge corporate company, making millions, and represent capitalism at its worse. No not use. Awful.”
“Shocking experience with EDF - had to create an account with them just to move to another supplier (recently moved home and they supplied the energy). Received 17 letters - often 2 in the same day! Giving me different reading and/or asking me to pay different amounts. Their automated chatbot on WhatsApp is infuriating and it has taken months to move away from EDF completely.”
“To be one of the top six all I can say is this. The customer service is shocking. Blunt to the point of ignorance, not helpful in the slightest and quite frankly unable to answer the simplest of questions such as what our usage was from the 5th - 17th of the month.
I was asked to give meter readings, which I did. The account was discussed with myself. He they said sorry your name isn't on the account so I cannot give you them. So my partner spoke on the phone as her name is on the account. He then said I can't give you them as the account is due to be switched.
They genuinely don't seem to have a clue. Which explains the 1.5 star rating.
They was our supplier on the new property we moved into and can happily say I am switching back to our normal supplier being
"People's energy"
Far better customer service, always manage to answer or explain your question and by far a hell of a lot cheaper.
If you like rude staff and frustrating oh be calls these are your go to. If you don't I highly recommend you stay away from them. Awful company”
“One error after another when switching.
First misinformation about mt tariff....discussed it with them and that looked to be resolved.
I registered with their priority service department and informed them that obtaining meter readings would be near to impossible for me (due to where my gas meter is located it would involve me crawling along the floor)
My switching date was the 12th April and they requested opening meter readings, which with much difficulty I obtained and entered on my account. Last week I noticed a message on my account stating I did not enter my opening readings and the time to do this had expired and they would use estimated reads. Due to my anxiety I can't cope with these changes, so I contacted EDF and their live chat person said they were going to sort it. When I logged in later that day it was asking me for opening reads again. I contacted EDF and was told to ignore that as my switch was not complete and someting had gone wrong. This really set my anxiety off so I contacted their complaints department and was told they WERE using the reads I gave them on the 12th and everything was going as it should.
Saturday (24th) I logged in and noticed it again said I was too late in giving my opening meter reads, as they were closed I initially shrugged it off and trusted what they said thet they were using the reads I gave. BUT then on the 25th I got a notification from my previous supplier that my final bill was ready and upon checking this I noticed they did use estimated reads.
This caused such an anxiety reaction I had to take strong medication and it caused severe worries.
This morning I made EDF aware of all this and to say they could care less was an understatement.
They did not care at all about how they caused me 2 anxiety attacks, nor the physical pain they caused in obtaining their meter reads. Why do this if you are not going to use the reads. All they come up with is that the reads are within the acceptable tollerance, interestingly the reads are in THEIR favour, with a higher unit cost than my previous tariff.
If it was up to me I would leave EDF straight away.
If you have any disability do yourself a favour and stay away.”
