EDF Energy Reviews 215

Following on from my last review about putting my annual gas bill at £8000, instead of £1000, received an email promising to put it right . This month bill quotes my annual gas consumption is up to £17,399.00.
I really have not come across such disregard to customers and company incompetence.

Edf is the worst company ever ive had to take them to the ombudsman now for the second time, back in 2024 my gas meter broke had a new one and wasnt told it was credit mode was told i only have about 150 to pay so set up a payment plan of £3 a week then on the 16th december 2025 they ring to say the orignal payment plan wasnt set up and i needed to pay £270 i pit a complaint in the same day for the india lady to tell me that shes written the debt off then on the 21st jan 2026 i find out theirs a payment plan on my account so i ring up to complain again and get a call back from a agent called aaron and i recorded this call for me to tell him that a edf agent told me on the 16th of december that it was written off for aaron to say she shouldnt of said that and they wouldnt be writing it off so it now woth the ombudsman for more than a year theyve not bother to contact me and tell me theyve changed how much theyve charged me in specific time period and how the debt is now £270 corrupt energy suppiler!

Just awful. 6+ months of endless emails going back and forth and the issue when buying freehold still not resolved.

Extremely difficult to reach customer service and when you do different operators tell you different things. Super unhelpful and stressful

Ok,I've been with EDF for less than 1 year.Ive just inputted my meter readings.When I put in my gas meter readings,I was told that they need to see photo evidence to see if what I put down was correct or not.So I called them up angrily to ask them why they don't trust the reading I gave them.The suggestion was that some customers don't input the correct numbers for their own benefit.Thats upto them but I'm not having EDF suggesting that I can't read 4 numbers,or that they don't trust my readings so I need to give photo evidence.Thats a disgrace on their part.If they just don't trust their customers,they can simply end my tariff early for free and I will transfer to a more reliable company.

We had a new meter installed in August so the readings went from imperial to metric. I couldn't upload my readings into the App due to being more numbers etc. I have been back and forth with them since August and for a while they kept saying they would sort it. After about 3 months I spoke to a aldy who said 'The previous people didn't actually do anything on your acouont'.

She then reversed all the charges - They kept estimating my bills even though I sent them pictures of the actual readings so I said im not paying it until its fixed as its wrong.

Months go by and I keep ringing and they keep sending me emails saying I have over due payments.

I call and say I want to pay but I want to pay the right amount and EDF isn't letting me you are just estimating. They said they would stop the emails but that didnt happen.

I then called and asked if I am going to get a big bill due to all these months and the person on the phone said 'no no I understand I would be worried too' - the next day they put £600 on my bill?

I call up and they reverse it and tell me constantly not to worry about paying my bill......and then charge me again?

I just went to upload my electricity reading and they have gone from £13 (as the reversed it) to £960...

I then spoke to someone that was really helpful and she filed a complaint on my behalf and reversed the charges and said that EDF would cover some of it etc...and then they whack an additional £500 on it.

It's almost like there are really untrained people working in a certain team that haven't got a clue and just press buttons.

Waited for customer services several times. First time was immediately hung up on, second time was connected to someone reading off a script who couldn't understand English fluently and couldn't understand the basics of what I was even inquiring about or how their own smart meters even worked.

Ended up wasting more than an hour on the phone with them where they ended up telling me to wait another 24 hours and get back in contact with them while they stuttered incompetently on the phone while repeatedly asking me to do the same thing over and over.

SHAMBOLIC way to run a business EDF! I left British Gas because of catastrophic errors on their part and because their customer service is appalling. Darren was one who registered me online. I spelled my name and address phonetically so I was surprised two weeks later
( received after Christmas day) to find my surname was misspelled
That made contacting me by email impossible. I called to inform you to correct the errors. I asked agsin about FIT....I have 21 solar panels...to date nobody has contacted me about that.
I was shocked to see that you had taken me over on Christmas day! AND you would be taking £98 on the 28th December...3 days later! I therefore cancelled the DD as I find i cannot trust you. You deliberately sent the paperwork late - negating the 14 day cooling off period! I am in receipt now of an email from Josh a Manager. Even he has misspelled my name! It proves nobody at EDF has read my emails in entirety! Therefore I request EDF to send me HARD COPY BILLS - MONTHLY. I shall pay as soon as I have checked their calculations
I am YET AGAIN partly with one company and part with another which isn't ideal. These serious errors and lack of customer care has left me feeling very upset.
I stated from the outset that due care and attention had to be proven in view of the fact that I am a vulnerable person and I have had too much stress due to the previous company's serious errors. I am.over 80 years old and totally unimpressed with EDF thus far.
I will not deal with TWO SEPARATE. Companies for energy and FIT again...so one must go

Energy companies are not popular at the moment and I expect this to be the case for some time. This review is not about prices or other matters, my review is in relation to a call with customer service. I needed to check some information and clarify things in relation to my tariff. I was lucky enough to get through to Nkiruka who went above and beyond to gather all of the information that I needed. In fact she was even more thorough than I could have expected and I was impressed.
Nkiruka was both friendly and professional and kept things easy and informative, I very much appreciated the helpful service that I received.

Take to long to respond to economy 7 enquiry,meanwhile costing me more as rthe e7 storage heater won't switch on off peqk since smart meter fitted.Wish xould be constructive.Also so far they don't deserve one star,but no option for that here

I am extremely dissatisfied with EDF Energy’s handling of my electricity billing and complaint.
EDF rebilled almost a full year of charges due to an error in how my two-rate (day/night) smart meter and tariff were configured — an error that was entirely the supplier’s responsibility. I paid all bills as issued at the time.
Since raising a formal complaint on 24 November, the balance on my account has changed repeatedly and without explanation — from around £798, to £360, and then increasing again to approximately £1,150. This clearly shows that EDF does not have a settled or reliable calculation.
Despite multiple written complaints and being told I would be contacted within two days, I have received no meaningful response for over eight weeks. EDF has failed to provide a clear breakdown of charges, failed to address the Ofgem Back-Billing Code, and failed to investigate clear smart meter configuration issues (including night readings showing 0 kWh for long periods).
Due to EDF’s lack of response and poor complaint handling, I have now escalated this matter to the Energy Ombudsman.
I would strongly caution others to keep detailed records and not accept rebills without full written justification.

Sent me a bill threatening action (bailiffs?). I had received no previous requests for payment. Today they have been taliking about asking me in November for payment. I have asked sveral times for a copy of the November request but no rwply whatsoever.

I signed an electricity contract with EDF in November 2025. In the meantime I HAVE APPLIED FOR FREE SUNDAY ELECTRICITY. Since the start of the contract, no free electricity has ever been applied.

Each time I contacted EDF, I was repeatedly told that the discount would appear on the next bill. This never happened. Only after escalating my complaint was I told that I was allegedly not signed up, and that the benefit is not automatic and requires additional online steps.

This was never clearly disclosed at the point of sale. A headline benefit, that requires further action must be made explicit before a customer signs a contract, not used later as an excuse to deny it. If you have to “register interest, set targets, and sign up weekly” to receive what is advertised as “free electricity on Sundays”, then the marketing is at best misleading.

To make matters worse, EDF continued to give me incorrect information instead of explaining this earlier, wasting months and leaving me without a key... Read more

I opened an account with them in March. Everything went well until the 17/10/25 when the meter was misprogrammed to charge the night usage at the day rate and vice versa. I got no satisfaction from them when I complained they continually looked for more and more information which they already had on the smart meter. Finally after intervention by my MSP they further misprogrammed the meter to charge all usage at the day rate in addition to night usage at the night rate. I closed my account and asked for a refund of £274. I was promised it by today 2/1/26. Needless to say it has not arrived. These people manage all our nuclear power stations. God help us

I am the power of attorney for my brother in law who is a vulnerable adult. We have had several issues with incorrect billing from EDF. Bills have inaccurate due to incorrect meter readings. At one point he went from £900 credit to over £4k debt in a matter of weeks. We have had 2 complaints with them. The second one was dealt with very poorly. Eventually we went to the ombudsman who agreed with us. (Even then EDF appealed the ombudsman decision) Finally they rebilled leaving him with zero balance. I have no faith in this company. They seem to pull figures out of thin air with no explanation. He has now moved to Octopus which is much better communication. I am keeping all records from EDF in case they come knocking again. Avoid this company at all costs.

My mother in law died late September this year. She died at home and was the grand age of 102yrs. I am an executor of her will. Unfortunately she was on dual tariff from EDF UK. We cancelled the plan and continued another plan with the same company whilst the dwelling is unoccupied until probate is granted. EDF informed us she was owed around £430 for overpayment. Since then we have phoned and written emails to try and get this owed debt repaid from EDF. To no avail - its now coming up to the end of December 25. So nearly 3 months playing ping pong messages with this shower. Their Asian call centres, the staff are unable to multi task with emails, so you have to ask one query at a time instead of multiple queries. They don't answer your direct questions, they waffle on to side issues away from their debt. A complaint was issued - this was not resolved. They have until the end of the month to solve this debt until I proceed to the Energy Ombudsman, failing this then onto a civil court summons where I shall be claiming 8% on the debt owed. If you ring their Asian call centres, beware you will get charged at a premium rate. stay well clear of this dysfunctional organisation. We will close this supply in the near future. Octopus Energy has UK call centres and is a cheaper rate for gas and electricity.

Be very wary of using edf I had an account with them and settled anything owing when I moved out of my property two years ago. The. Without notice or agreement they set up a DD and tried to withdraw over £2000 from my bank account and off course customer service is closed at the weekend so unable to get a response. They are breaking the law by setting up a new DD mandate without consent. Absolute crooks!! They have cause a huge amount of distress to me!

Avoid at all costs. After several complaints and having to go to the Energy Ombudsman, with a judgment in my favour, regarding their insistence that my digital meter needed changing, when it does not. I had consistent bullying from them in emails, phone calls and texts to the point where they were such an annoyance I had to block them.
Even after the Ombudsman decision against them, they continued to the point of them threatening to send an engineer, on a date they specified, to change the meter and if I wasn’t in I would be charged for them. Utterly ridiculous. After several “good will” payments I decided to leave them and they failed to return my credit on time, so they had to pay me yet another good will payment or be taken to the Ombudsman yet again. Not a good company and I would never recommend them to anyone.

Deficient Smart Meter Installed in June 2025: Lost Off-Peak Heating and Posing Serious Health Risk

I am writing this review one week after raising an urgent complaint regarding a new smart meter installed by EDF Energy in June 2025.

The Failure: The newly installed smart meter is demonstrably deficient. Unlike the meter it replaced, this new unit does not correctly operate my water boiler and storage heaters during off-peak hours. Before the change, this system worked perfectly. Now, I have lost the functionality of my timed, low-cost heating supply.

The Impact: This failure has led to massive peak-time consumption if I attempt to heat my home. We are now freezing as we are forced to heat only half of our home to control costs.

Serious Health Risk: This situation poses a severe health risk. I suffer from a significant medical condition, and exposure to cold is extremely detrimental to my health. This is a direct welfare issue caused by EDF's faulty equipment.

Customer Service Failure: Despite raising this urgent issue a week ago, EDF Energy has provided no action plan and no resolution to restore my essential off-peak heating supply. The delay is unacceptable given the severity and health implications.

I have informed EDF that I am escalating this failure to the Energy Ombudsman and Ofgem.

Avoid EDF if you expect reliable service and competent installations.

They have twice now caused me debt because of their poor communication and inability to follow simple agreed upon instructions. Their customer service is some of the worst I have ever experienced, they ignore messages and just do whatever they please regardless of how negatively it may impact their customers .