“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.”
“I am a new customer. Used chat to ask a few questions on Saturday afternoon. Was pleased there was someone there and Sandeep was professional and friendly. He answered all my questions. A great introduction to the company.”
“If you can avoid getting a smart meter please do so, I think they're a total rep off, I can't understand how on earth I'm paying more for electricity and gas now that I have this meter in. I use to spend 5£ a week on electricity 5£ à week on gas that was with BG, now I'm with EDF using this smart meter I'm paying 10 times higher 😤 total rep off.”
“Avoid them at all costs - I have been chasing them forever to change my metre (which has unnecessary x4 readings) to smart metre and the customer service has been painful with inconsistent information each time. They don’t answer your queries and blame it on COVID - Can’t wait to leave them and find a reliable supplier!!!”
“Absolute nightmare of a company
I have had a broken smart meter for over a year
Can I get a new one
Hah
There customer service is just as bad as there smart meter engineers
I have tried to contact them on the text service and WhatsApp and live chat
Always get the same response
One of our agents will contact you
And do I hear back from one of there agents
Hah
Absolutely amazes me that this mob can be in the top 5 of energy suppliers
If that was based on customer service I have no doubt that they would be at the bottom behind bobs gas and leccy
Stear well clear of this bunch
Never have I dealt with such poor customer service
DO NOT USE EDF
Would have left a zero star rating if I could have”
“I have had a broken smart meter for over a year. Can I get a new working one. Hah. Some hope. Absolutely the worst customer service ever. They literally do not care. I was told I would receive substantial compensation for my grief. I was given £10 credit on my bill. Hah. Really don't see £10 as substantial. I have texted them and WhatsApp them and live chat them but am still no closer to getting a working smart meter that I have given up. There customer service is truly painful and how this mob is one of the big 5 is an absolute mystery to me. Please stay away from this mob if you want a reliable supplier who will actually talk to you when you have a problem. Edf really are a bunch of cowboys so stay well away from these amateurs”
“EDF, your company is a disgrace. My smart meter stopped working in July 2020. I called, WhatsApp messaged and emailed you numerous times before finally getting a new display, however this didn’t solve the problem so I had to get back in touch, this time I was told it was part of a known technical issue and you were dealing with it. I hadn’t heard back for another few weeks so had to get in contact with you once again, this time I raised a complaint. I was told that you could not give me a date when this would I be resolved. In December I received a call from a manager, I requested that he waive the exit fees on my tariff so that I could leave EDF, he asked if I could be a bit more patient and told me that once the complaint was resolved i would receive ‘substantial’ compensation. I agreed to this expecting a resolution in the next couple of weeks, however again I heard nothing so I emailed to ask the progress and I was told you couldn’t tell me when you could solve the problem and offered me £35 compensation, this would leave me with £5.00 after taking into account my £30 exit fee, I replied saying I was told the compensation would be substantial and I didn’t think £35 was. You agreed to increase it to £50, again after taking off the exit fees I would be left with £20, I don’t know what you class as substantial but I certainly don’t think this is! Today I received a ‘deadlock’ letter advising you would not be offering me any more and I would have to raise the complaint to the energy ombudsman which frankly I haven’t got the time or ‘energy’ to do!! I called today and actually spoke to someone who was nice and helpful to explain I would accept the £50 and leave EDF ASAP which I have put I put into progress tonight. I think your customer service over this matter has been appalling and after 10 years of being your customer I will not be recommending you or returning!”
“Dangerous. Dangerous. Dangerous.
This number rang me 02920140378 .He said I am from EDF energy He took the money from my account . He rang me and he said I kill you . Many times he rang me . They said I want money . I rang to EDF but they didn't care .”
“Terrible company would avoid we’ve had 8 years of complaint after complaint being a disabled household EDF made no reasonable adjustments to read our meter as it was out of our reach we had estimated bill after bill we won with the ombudsmen on back billing but think there is definitely a case under the equality act putting us in revolving debt through failure read the meter or move it or fit a smart meter in 8 years I’m going to seek advice as soon as possible on this!”
“Refused to fix the smart meter twice. Increased charges without prior notice and overcharged me for my electric, as ignored new supplier meeting reading. 10 weeks later still not sorted.
Safe to say, not impressed. Even the new supplier agrees they are useless, as all their communication is ignored. It’s laughable. Thank goodness I moved. New supplier is fantastic and cheaper.”
