EDF Energy Reviews 215

EDF ARE NOT RETURNING MY CREDIT ON AN ACCOUNT "CLOSED 13 DAYS AGO AND DONT WHY" ALL I HAVE RECEIVED IS PROMISES TO PAY ME BACK ASAP AND I HAVE WRITTEN MANY TIMES ASKING THEM TO RETURN IT. IT IS VERY EASY TO RETURN, JUST USE THE DIRECT DEBIT ROUTE THEY USE TO CLAIM PAYMENTS. I HAVE NEVER BEEN IN DEBT IN THE YEARS I HAVE BEEN A CUSTOMER OF EDF. THIS IS JUST BEING " VINDICTIVE ON THEIR PART" THIS WOULD BE ZERO STARS IF I COULD.

Misinformation, lack of response, nobody who can help. I estimate that EDF's failings have cost us between £1,200 - £1,400...which as a small business starting out is devastating.
When we took over an existing lease, it took EDF more than 7 weeks to process the transfer. It was only then, on receipt of an outrageous bill, that we became aware that we'd been automatically transferred onto their 'out of contract' tariff. At no stage previously were we made aware that this would happen and that we'd need to negotiate a new tariff and contract (I'm sure this lack of information is deliberate).
The issue was compounded by a lack of response since submitting the complaint. I logged between 5 and 6 hours on the phone - either on hold or explaining my situation - trying to get some sort of response. I was repeatedly assured that 'a manager' would call me back. Which of course never happened. In the 15 days I spent trying to speak to somebody who could help, energy prices jumped as a result of events in the middle east, meaning that my liability was growing by the day, and it was getting more and more desperate to sort it out.
And of course, I couldn't negotiate a new contract, with EDF or anyone else, as long as my ever-increasing debt remained unpaid.
So in the end I had no choice but to cave in and pay the bill in full. And, of course, the moment I then moved to a different supplier, I received a response from EDF (just a few minutes after the standard 'we're sorry to see you go' one) telling me that as I've paid off the debt and moved suppliers they are considering the matter dealt with, and my complaint is closed.

My unpleasant experience began when I contacted EDF Energy back on 6 March 2026 to request for copy of old energy bills for the period from September 2021 to December 2022 of my house.

Notwithstanding their staff’s assurance and promise that the requested bills would be ready on 11 March 2026 and later 13 March 2026, they were not sent to me as promised on either dates.

On 16 March 2026, I called up their Customer Service Centre and repeated my request again. My call was first answered at around 12:07 pm by a customer officer named Julie.

Upon checking my account number and billing address, Julie held the line for some time to make enquiry with her colleagues at billing team on the matter. She came back after around 10 mins and told me their billing team was still processing my request. I then explained to her the urgency of the matter that could not afford further delay. I therefore demanded her for a time estimate of when those bills would be ready. Julie bluntly answered in no way she could tell me when the said bills would be available. Despite knowing these bills were requested urgently and had been delayed inordinately, she did not bother to appease my anxiety or disapproval by suggesting any solution to the delay but only repeated her earlier answer again and again like a parrot !

In reply to my demand for contact number and / or email address of their billing team, Julie claimed she did not know any way to contact their staff at that team. Disappointed by her unhelpfulness, I further asked her to put my line to her section or team head whom I believed would be more helpful. Again she denied my request alleging she cannot put my line to anyone.

Finding her to be both incompetent and unhelpful, I asked Julie for her staff number and surname. She refused to give me her staff number and surname. What infuriated me most, was her remaining silence over the phone !

What really displeased me, was not her incompetence and reluctance to help, but her RUDENESS ! It is extremely impolite for a customer service officer to deliberately ignore her customer and remained silent in response to his enquiry !

As she was not responding to me, I hang up the phone at around 12:47 pm. But I forewarned her complaint would be lodged against her.

Being so desperate to obtain those old energy bills, I made a 2nd call to their customer service centre on the same day at around 12:56 pm. This time my call was answered by another girl named Vicky attaching to Team G.

Vicky was in total contrast to Julie !!!!

In short, Vicky proved to be very competent and helpful. Upon knowing urgency of my request, she made enquiries with their billing team. I was thrilled to learn from her that those old bills were ready to be sent to my email box instantly !!

Accordingly Vicky sent me all the old bills in 15 attachments by 3 separate emails. She was so thoughtful to go through those attachments with me one by one over the phone to ensure they were exactly what I needed. I wrote a review on Vicky's sterling service yesterday.

The 1 million dollars question is, why did Vicky manage to send me those bills I requested without delay whereas Julie was unable to do the same ?????

As said, it was her attitude that displeased me most. I am sure EDF energy never trained her to treat customer in such insolent manner !

While Vicky definitely deserves a credit, Julie deserves immediate dismissal. There is no excuse for substandard service. Staff of such low calibre, would bring disrepute to the company !!

Shocking customer service. A simple final bill, when they thought we owed them - quick to demand 14 days payment. When I corrected meter reading its “with billing” for 2 months ( I suspect because we’d be in credit and they would have to refund).How can a ‘specialist’ take 2 months for a simple units calculation?
Worse when you try follow up I get ‘copy / paste’ ‘we’re working on it’ emails, they don’t even respond to the enquiry.
The Ombudsman must be sick of them, the clock is ticking and that’s my next step. Avoid!! Change company quickly there are brilliant utility companies out there like Octopus.

Sunday 4 hrs etc free absolute garbage gave me few times then on one Sunday I put everything on tumble dryer ,oven etc and spent 14 pounds for Sunday they have not gave me another 4 hrs since, doing exactly same cooking times etc ,this is rubbish to give so called free electricity on Sundays, if it suits them and you don't go mad using everything in these free hrs then you might get it again the following week

All I can say is keep away from this company

EDF UK are unable to provide a full statement of account. They raise 'payment correction' invoices and cannot explain why or what the charges are for. They then get debt collectors to chase these charges without responding to requests for explanations. They are also really bad at assigning payments to accounts. Have had so many issues with them along these lines. Just awful :(

Do yourself a huge favour and do not use this company!

I've not encountered such stunning inefficiency and dreadful customer service in a long, long time.

I initially called them a few weeks ago to provide them with a meter reading for my late mother’s house which is currently in the process of being sold.

Consequently, I had to transfer the account to my name so that I could pay the energy bills until the house sale completed. They told me that, for some inexplicable reason, the smart reader only recognised the electric readings and not the gas readings. I agreed to manually supply the gas reading even though there is no gas currently being used and, therefore, there would be no change to the reading.

I visited the house today to confirm a gas meter reading and this is where my problems started.
I called to give the meter reading - which hadn't changed since the last bill - and spoke to one of their advisors whose communication skills were zero.

It was obvious that she was incapable of understanding me, even though I don’t have a particularly strong regional accent. She told me she couldn't find my account so I voiced my concern about her inability to understand me and she promptly disconnected me! Yes, she simply cut me off!!!

I tried to login to my online account but their inadequate system claimed not to recognise my password. This led to further frustration on my part.

I decided to call back, spoke to someone called Nick and told him I wanted to register a complaint about these two separate issues. He informed me that he could not identify the initial call handler who disconnected me so could not resolve that aspect of the complaint and would close it down. I asked about her leaving a digital footprint but, apparently, she hadn’t left one as she couldn’t find my account.

When I asked him not to close it down and, alternatively, escalate it to the complaints team he insisted that EDF do not have a complaints team!!!

I told him that I do not accept that to be true.

He went on to discuss my second complaint and he said that he could not tell me what went wrong with the online system and why I would have to reset my password. Again, I informed him that I was very concerned about their online security if, within such a short time of the account being transferred to my name, the password was not recognised.

He couldn’t provide me with an answer as to why I’d have to reset my password so I asked him to escalate this part of my complaint and, after my prompting him, he agreed to inform his line manager of my concerns.

All in all, I’ll be delighted when the house is finally sold so that I do not have to deal with EDF again. They are a prime example of how not to conduct business.

Terrible service, keep getting things wrong, did not set up our DD correctly. Failed to change our email address as they had taken it incorrectly so we were not receiving bills. Total shambles of a company. As a business I would not recommend them at all. Will be changing suppliers.

Customer Services in South Africa absolutely usless. Cannot understand them poor communication. Very slow. They kept saying "No Problem" when we had a problem and this became very infuriating. Had to keep repeating information because they could not understand. Why, Why, Why does a French Company get South African people to deal with Customer Service. Utterly Useless. Tried to file a Formal Complaint but that was ignored. We are told calls are recorded for training and monitoring purposes, well suggest your management listen to them. Octopus Far better.

Originally I asked for a smart meter move and replacement for a faulty gas meter. Couldn't give me date due to all engineering resources booked for closure of old radio service and waited many months. Never happened. I had to use Cadent in the end which was only way to move it along at my cost. Now I need the electricity meter moved and replaced because electricity meter is version 1 and doesn't work with a version 2 gas meter, so I have to manually record the gas. Edf didnt turn up on the day they booked, didnt call me back gave me £40 compensation on complaint. Now they have booked the move between 4pm and 8pm. This is going to be interesting if they can see in the dark. Customer care didnt know how to reach the engineers and didnt know if the original visit was a survey or change out. If this goes wrong I will be changing out supplier.

The second time I’ve had issues with EDF. Latest billing looks like guesswork. I’ve gone from £2300 in credit to about £1500 in debit. I’m a priority customer in a small one bed retirement flat I don’t use that much in a year. At some points in my billing I’m as much as £4000 in debit/ credit. None of it makes sense. Still waiting for them to sort this mess out.

I left the old business premises 3 months ago and they are making me jump through hoops to close the account. Still sending letter and emails, it’s ridiculous and I would absolutely say they are scammers.

A rip-off French company.
Crazy expensive.
Useless service.
Block other companies so they can get every last penny out of you.
Go elsewhere as EVERY other company is cheaper and better run.

Worst company I have ever had to deal with.
Haven't had a functioning electricity meter for over 6 months.
They sent someone to change the meter on 6th Jan but when he arrived he said he had been sent to change the gas meter.He told me that although he was able to change the electric meter and had one with him he couldn't do so because his job description was to change the gas meter.
I had taken time away from work and driven in dangerous conditions very early in the morning to attend the appointment.
Since then noone has resolved this issue or offered another appointment despite NUMEROUS emails.
They have also failed to address or resolve the issue of charging 2 direct debits per month instead of 1.
All emails asking for an answer from management have been ignored.I go round and round in circles with staff unable/unwilling to resolve issues or even address them.A credit of £40 promised on 7th Jan has not been applied.
I am unable to access cheaper Sunday rates due to not having a functioning electric meter.
Totally frustrating experiences and I am left absolutely incredulous by the incompetence of staff and the inability to contact anyone prepared to resolve issues

Been trying to get a refund of balance after propoerty sold 3 months ago
Theses people are useless

AWFUL. AVOID. I contacted EDF customer service after noticing my father hadn't been charged gas usage on his account for about 6 months despite using it daily for hot water and central heating. The lady on the phone when I rang to discuss this called me "sarcastic" and refused to accept the meter was faulty! I read out the current meter reading to her on the phone. I then called and emailed to discuss this matter and on MULTIPLE occasions with DIFFERENT customer service representatives was informed that the meter was working and that no gas had been used..
Well then I was charged £600 a few days later! Once my reading had been registered on the account! So maybe I was correct after all...
I raised a formal complaint that was never answered...
Then today they contacted me chasing something and I had to ask when I would get a response to my complaint which was 2 weeks ago. They offered £25.
PATHETIC. I will be leaving imminently with no hesitation!

EDF complaint handler is deliberately creating an untenable situation with her attitude that i cannot have her removed as the complaint handler she is absolutely vile. i cannot deal with her further. I cannot believe a switch from my previous address to another property could be so difficult. Terrible unsettling experience especially with an attitude unbefitting for retail is the problem. Cannot see a resolve to the problem the complaint handler insists "unfortunately" I cannot have another person assigned to my case. Case reference: 718961

In home display not working. 5 phone calls and not progressing. Keep getting told to try various things. Finally I snapped. Perhaps shouldn't have sworn but try listening to customer. Worse customer service ever experienced. Don't use EDF.

ABSOLUTELY APPALLING
When moving house I asked EDF to transfer my energy to the new property, it transpires that they only transferred the electricity but not the gas . It is hard to believe such a fundamental error. This cause massive problems for me as Octopus Energy were equally incompetent, sending me bills for months before I moved into the property. EDF promised that they would rectify the problem but promise after promise has been broken. I am really unwell and this ongoing situation is causing huge stress. I will be going to Ofgen.