EDF Reviews 141

I have moved out of my property and have been trying to get my credit balance (over £700) refunded. I started this process in July and since then I have had email correspondence with 11 different customer service advisors, 2 complaints started, and 1 letter to the chief exec, all to no avail. If I could give this company 0 stars I would.

Having had problems with my smart meter and in house display showing the wrong rates I texted EDF anf after several messages and about a week Kathryn sorted it out and everything is now fine. Thank you Kathryn

This company is a complete joke. Our smart meter stopped working in December 2021. And we contacted them a number of times and it wasn't resolved. We finally decided to go to the ombudsman and one of their responses was: "We would need to arrange a further appointment to complete a full reset of the smart metering equipment, this would require the power to be turned off for 5-10 minutes. If this is not successful, we will endeavour to resolve the issue prior to the 2025 deadline"
2025??? Yes, 2025, you get it?
Anyway, after ombudsman's decision, they finally came to install a new smart meter last Wednesday and yet, there is still no reading 6 days on. I contacted the company again and they said sometimes it take 14-28 days to get a good connection! 14-28 days???? Last time we had the smart meter installed with another energy supplier, it took less than a day? EDF seems to be like a sloth!

I telephoned EDF several times no one answers also text and WhatsApp no reply.
I'm pre payment and still not recieved goverment vouchers of £66.00. It clearly states these vouchers for pre payment meters will be posted out between 1st and 2nd week of each month and if none recieved to contact customer services. How can I possibly contact customer service if they don't pick up the phone or reply to texts or watapp?

They make it very difficult to contact them and do not respond to emails or to Twitter messages. They are very quick to send letters threatening to send their agents round, though, if you don’t pay what they want you to, despite unanswered queries. The last email address I was given by them didn’t work, as my email bounced back. Welcome to dystopia.

Terrible customer service. Even the complaint service doesn’t respond to emails. I will be complaining to the Energy Ombudsman.

I spoke to five female customer service reps from the Priority Service Register for EDF, on the same day trying to get my electricity switched back on, they couldn't have been sweeter and nicer and more helpful.

Thank you Ladies so very much my Insulin is no longer floating in the bath.

Utter, utter rubbish. Been chasing up a non-functioning smart meter for months. Made a complaint. Said they’d be in touch in 5 days. That was 5 weeks ago. Followed up again. Now said they’d be in touch in 10 days. I’m assuming in 5 weeks time I’ll complain again and they’ll tell me they’ll get in touch in 20 days.

This company is very difficult to contact, It's either phone or WhatsApp, then you get cut off. My estimated usage for the next 5 months is ten times what is should be making it twice as high as my actual annual usage.
I have asked for the calculations so i can check then the chat stops.
This is the second time we have had a problem.

EDF increased our direct debit without warning, we called EDF to ask why and to sort out the issue. I waiting on the phone for 20 minutes and when I got through I got cut off (as their call centre is in SA). So cancelled my direct debit until I could speak to someone. Numerous times this I got cut off. When I finally got to speak to someone they admitted a fault, as they made a mistake with the reading. We agreed a new rate and they would set up a direct debit again. However, two threatening letters arrived, again tried to contact them and got cut off. Someone even arrived at my house today to take money! This is not acceptable! I am perfectly willing to pay the agreed amount, so why am I being threatened like this? I clearly can’t get hold of you because your call centres have connection issues, so call me if you feel there is a problem! Absolutely shocking.

I would like to thank Kathryn for all her help in sorting out my smart meter issue. After numerous calls to edf I finally got someone who was prepared to do something about my issue. She is a person who has gone above and beyond what the company expects of them. Once again thank you Kathryn.

I am completely baffled trying to deal with EDF. EDF have forced me into a payment plan I cannot afford using threats to turn my smart meter into a pay as you go. I told them I was not happy with this and the response was we can do it remotely and without permission. As soon as I can afford it I will have my smart meter removed.

I have recently updated my phone number and within days I am receiving scam calls from people claiming to be from EDF who know my details. Either EDF have no security or there is an insider passing information to scammers.

I have never dealt with an energy company this incompetent.

I am now reading that the French government have capped price rises at 4% to protect households and that EDF are suing the French gov for £7 billion for being forced to sell energy at a loss.

So EDF are trying to shaft their British customers because the French gov have had enough of their greed and incompetence.

Absolutely horrendous firm for paying the money they owe you, if I could give minus stars I would. Keep refusing to accept a actual reading even with photographs for the final bill and won’t update it.
Seems they are trying to get money out of British customers to make up for the French government limiting their increases.
Not so shy to tell you when you owe them money though

Just had a phone call from a woman who works who works in EDF demanding that the person i care for who is a vulnerable adult pays her bill which she paid on the 18th of august and a payment on the 10th direct debit for arrears which she is in due to employees at EDF telling her that she was over £1000 in credit to which she recieved a bill for over £600 and set up a payment plan over 3 years. The woman claimed that her direct debit had been cancelled due to non payment even after agreeing that a direct debit for arrears was taken out on the 10th. How can they demand money from a vulnerable person even after they have paid the agreed amount? Absolutely disgusting! I have never known anything like it before in my life!

Moved to EDF in Sept 2021, had a few problems setting up the account but once my new smart meter was installed was told everything was sorted. I received Januarys bill for which I had sufficient credit in my account. I pay by direct debit which was £143pm. As I am a pensioner and like to be in control of my finances I requested a bill in April. To check on my consumption, I was delighted to find I was still £141 in credit, job done.
When Augusts bill arrived it was clearly marked estimated, I then read the meter myself and found a discrepancy of £1500.
When contacted EDF, who on numerous occasions during the setting up process assured me everything was fine, then informed me that my smart meter hadn’t been commissioned correctly and was not sending readings.
As my usage has been calibrated on my previous bill I feel extremely let down and downright deceived by being told in January that everything was up an running.
I will pay my bill but strongly feel that some of the responsibility for this situation lies with EDF
I feel CHEATED

Like many my company went bust and I was moved to EDF. I’ve had nothing but problems and the customer service is the worst I’ve experienced. I’m guessing too many people still working from home not giving “two hoots” about customer service. They kept taking large amounts to begin with saying I owe this. I owed nothing to the previous company - always paid full amount. Then EDF installed a smart meter but IHD didn’t/still doesn’t work. They honestly didn’t give a damn. THEY IGNORED my requests for a new IHD. I went to the Ombudsman who went in my favour and ordered them to send a new IHD. That was 2 weeks ago. They still haven’t sent it. Like I say, they just don’t give a ****. Oh well, back to the Ombudsman I go.

I never reccomend to anyone this company.They are thieves. Especially when you use a smart meter. It's so easy to modify numbers with a computer. When council they give us £150 for gas and electricity,i pay half and half. My gas is top up and electricty is a smart meter. So £75 on electricity. Fair enough,but i work nights shifts and i'm doing every week 60 hours with overtime. So 6 nights i'm not at home and in daytime i sleep. In one week from £75 i consume more than £30 and in next two weeks i'm in debt with +£31 .How come and when i use so much energy.....they know,cuz i'm sleeping. Very dissapointed. I want to change the company. And i don't recommend to anyone to install a 'SMART METER' . That's why is called smart meter. Can be controlled and is so easy to modify numbers with a computer.

I’m in arrears with my account for personal reasons. I have rung 4 times (once a month) to try and get this sorted . The first time I came to a payment arrangement of £93 every 4 weeks, this was fine . When I looked at my DD they were going to take £200
So I canceled it and called them again …. Same process ….. 4 weeks later they were taking £156 , canceled again rang back , set up
The payment again … 4?weeks later another amount of £156 ? Rang back they said it would be passed to a manager as it had not been set up
Properly? FF to Wednesday last week , EDF took £156 DD plus £865 out of my account , you can imagine my shock. I rang at 8am got cut off immediately, rang back got someone in the Philippines who I could hardly hear because of the background noise . Rang back got someone in South Africa!! All the time repeating myself I was so stressed they had taken All my
Money . I’m still waiting for a pho call I have 2 complaints now neither have been sorted and I will never pay by DD again . In the meantime I’m not paying my bill it’s appalling customer service . I’m so stressed and sick of calling them.

Re: Account No. 671 164 409 194

I phoned EDF and spoke to Katie on 20 July 2022. Katie was very professional and friendly. She had excellent communication and customer care skills. Katie quickly understood the problems I'd experienced with EDF in recent months and apologised for the poor service and lack of communication. I was impressed by the way in which Katie took ownership of my case. She confirmed (i) that she would be my named contact thereon (ii) her proposed action plan and (iii) the date by which she hoped to resolve my complaint. Katie is an excellent ambassador for EDF.

My direct debit is too high. I’ve spoken with them three times during the course of this year, and I’ve been told each time that I’m about £1000 in credit. But they refused to reduce my direct debit, because this can only happen after a review, and reviews only happen twice a year.

My review has now happened, and they still won’t reduce my direct debit. Also, mysteriously, my credit has now dropped to £301. The customer service rep was totally incapable of explaining why my credit has gone from £900, to £1000, to £1150, to £301. When I insisted (politely, I’m never rude) that my direct debit be reduced, my 50 minute online chat was suddenly terminated. Something stinks here. I don’t trust this company.
(Ref 671124759839)