EDF Energy Reviews 215

Bunch of liars. 
Since August, they have been trying to sort my invoices, and every week (other week) I call, I am promised that someone will contact me and sort it out quickly. Now we are in December, and no one has ever called, or anything is sorted. All I want to know is how much I owe or owed and finanlise my bill. Haven't been able to do so since then. A customer wants to pay what they owe (if I owe money), but doesn't seem interested in sorting it out. 

Whilst using the very easy to navigate EDF energy app to change my tariff noticed that I was in credit by a substantial amount. I used their in app contact feature to request a refund and the following day I received a message from a member of staff named Mandisa saying that they had issued a credit note for the full amount. A similar situation occurred around this time last year and a requested refund was immediate. In summary, the App is a great tool and I have found that the EDF customer service is second to none.

Awful customer service from EDF during and following a gas outage from a team member who calls themself Gloria. Still no resolution to my complaint. Other requests also appear to be being ignored.

Second appointment to fix a faulty gas meter, again no engineer showed up despite being scheduled.

this has been an ongoing saga for 6 months and despite having the energy ombudsman involved and ruling in my favor the issue is still not resolved.

EDF do not care about the customer and the customer service is almost non existent, still billed for estimated gas use and they had the cheek to ask for meter readings and sent out someone from Morrisons data services to read the meter which is laughable.

You cannot call anyone direct or speak to your complain handler which is also poor.

Asked Josh in customer services for his surname as a reference and he would not give me it, just said the call is recorded.

If you are looking for a new energy supplier I would go elsewhere.

Firstly I am completely fed up of complaining and leaving review about edf energy.
And nothing being done about it .
I would again like to leave a review of the shambolic performance of their staff .
DANIEL , HARRY , JONATHAN AND WILL .
They are rude insulting , they constantly bully and harass their customers constantly , and are not fit to do their jobs .
I am constantly getting bombarded with e mails from these 4 people and others about these stupid smart meters even though I have repeatedly told them over and over again that I do not want one .
If I continue to receive these e mails and this amout off abuse , I will be forced to take the matter much , much further.
It needs to stop now.
Also edf needs to take full and strongest discipline against rhses 4 people , with immediate effect.
As bully and harassing customers like this is totally unacceptable and appalling behaviour , will and cannot be tolerated , under any circumstances.
I would also only like someone very , very senior at edf to reply to this asap please as this has gone on far to long now .
So no one from their ridiculous and incompetent and useless and rude and insulting customer service team , will not be contacting me over this , it requires someone more senior at edf energy , to take this more seriously now , it has gone on for far to long now.
I don't want to palmed off and fobbed of anymore , I have had enough now.
This sort of behaviour has to stop now , there is no excuse for it .

I was with my utility and they moved me over to EDF for some reason. I don’t know why, but I’m glad as they did when you call them they are very knowledgeable of the matter you are talking about and the person that is angling your call A very nice people? The recent call I had with them I said to The person I was talking to you treat your customers like Vodafone does and I’ve been with them since 95. The gentleman I didn’t catch his name said that’s nice of you to say the way I look at things today is the prices of things you need good customer care am me personally if I don’t get it, I find someone who gives it but there’s no need with EDF. I shall be staying with them because of the customer care 

A young lady by the name of Sarah assisted me with a complex issue involving my meter reading , and also guided me through the issue that occurred.
She was the most caring young lady . Big shout out to Sarah your empathy was rare
Thank you

These guys closed my account and sent me a final bill after I moved out. 6 months later they were threatening me via email to pay the electric bills of the new tenant at my previous address. I’ve never witnessed such a poorly organised group.

called from 5pm when they close at 6. i was being bounced around but i waited until 6 to hear the agent that was going to tell me they close at 6. i dont know why this company pays customer service staff when they are all absolutely useless

I would rate this company a minus or zero if it was available. I bought a flat in July. We received the key on July 4th, visited the flat two weeks later, and obtained a council tax exemption due to renovations for 6 months. I reached out to EDF (A-6E59C5C9) as an owner and provided them with the relevant information. We informed EDF, but shortly afterward, we received a frightening letter from LCS, the debt company working alongside EDF, with reference number 45665070, requesting payment for March, when the flat was put up for sale and the purchasing process began. We provided all the information they requested. I reached out to EDF, and they advised that I should handle the matter independently. Once again, EDF requested all documents, which I promptly sent along with the seller's name. I observe EDF every week harassing me by sending new bills for an empty flat without applicants; they said the cost is a base charge. Whenever I submitted the meter reading, it indicated a lower amount, but EDF insisted that they rely on their smart reading from the meter. I could not understand if they want a meter and they go and collect the money based on their own smart reader, which I cannot see, why do they ask me to provide the readings? I also provided them with a picture and video record of the reading. . I receive an email every two weeks, which makes me feel sick and harassed by the bills, despite having paid all their charges and switched to Scottish Power. EDF staff do not work weekends; they work until 5 pm, the time I finish work. I should be on the phone, but they close at 5 pm. I will start a complaint with the Energy Ombudsman if EDF and LCS continue to send these harassing emails, despite my having paid and provided all necessary documents to both companies. If my husband and I receive another email or message from EDF or LCS, I will file a case against both companies regarding electricity issues with the Ombudsman and the Legal Ombudsman.

I am on UC and wanted some credit on a gas meter pre- payment card. I don't have / want a SMART pre payment meter, I have the old fashioned type and it is still working well. I spoke to a man called David, who I had spoken to the previous Thursday - again- yesterday a.m. - Monday 10.11.2025. I go to a fairly local shop to get it put on, I asked if I could have £100 , he said he shouldn't really, but he said he would this time. I awaited the allotted 3 hours minimum time to pass and arrived at the shop at approximately 4.15pm . The man at the till did the usual stuff to put the credit on the card, but the transaction was cancelled twice by the system. I went back home, pretty angry, and rang EDF , it turns out , with a message coming back through to the agent I was speaking to , as you can no longer speak to the pre- payment team directly , David could only give me £50 credit, he isn't authorised for any more. Only the actual team could do that! He must have known this, as he told me he had worked for EDF for 16 years and was near to retirement. I was told to get some more credit today, from the shop and they would re-arrange it. However, I am on the priority service list because of my health, and I ended up having issues with my leg, so could not walk the distance to the shop and back. I rang EDF and to be frank, I am not happy with the potential outcome of this. I have put in a complaint, but don't expect it to go anywhere.

A year ago, I purchased a flat, and to my surprise, last month I received a bill from EDF indicating an "uncoverable debt" that supposedly dates back to the previous owners. After receiving the bill I wrote to their customer service, but I received no response.
Today, I just received the same bill again, which is frustrating, stressful and time-wasting for me.
I expected better from a major energy provider.

This company is absolutely shocking. My name has been added to an address I do not live at. I have called them 3 times. I asked to speak to some one higher. Because I don’t have an account I cannot be transferred. I was then hung up on. Do not use this shameful company

I would like to share the experience i commend as the best of the worlds as i got served by Charisse a customer services representative. She potrayed high level of proffesionalism as she walked me tgrough my challenge which i thought was a mountain to climb but alas!! due to her excellent and passion driven drive to customer centric approach i realised i was in good hands of a service respondant who has a zeal for business growth and its sustainable profitable growth through a self driven energy of her work and doing the basics right.
Weldone!!! CHARRISE and keep up your excellent approach to every call you receive and every happy customer like me that passes through your hands.

Moved house and left EDF, in the final months when my contract ran out and I was waiting to move, they increase my bill by over £100 a month and then 8 months after I moved and switched companies, started sending me threatening emails saying I still owed them money and told me I would be getting calls and bills from debt collection agencies. I got more threatening automated emails almost every day even though I got in touch to figure it out. Truly awful company and I’ll avoid them like the plague moving forward.

I am constantly shocked by how poor the service is and how incompetent EDF energy is as a company. How can we trust paying so much to them.

I made a complaint in March, thye didn't reply to that so 8 weeks later in May I went to the financial ombudsman, who were equally unhelpful but agreed the customer service was bad and decided we should be compensated.

28th September the case closed. On 1st October I agreed a payment plan and 8th October made my first payment, which they acknowledged and is reflected on my account.

In 14 October, they reported a default on my credit file. I called and someone said they would speak to complaints and respond to me.
16 October, I got an email to say I missed a payment. Still waiting to hear back about the complaint.

A week later, I asked for an update, the advisor emailed to ask what I wanted to be the outcome and said she would call me. A further week later, she still hasn't called me.

Complaint raised on 26 October. Today, 29 October, I get an email to say the payment plan has been cancelled and I owe the full amount on 14 days.

I cannot belive how bad this has been. Not one thing EDF has gotten right.

I had to raise my complaint via resolved.co.uk, because at leat there is a record. EDF still hasn't acknowledged that complaint yet.

I was with EDF for 2 months when I moved into my new property. I asked for my final bill when I switched to octopus and since then every three months they are asking for ridiculous sums of money with the threat of bailiffs behind them. Do not use this company what so ever they don’t care about customers and just want to get every penny they can whether you owe it or not.

STAY AWAY FROM EDF ENERGY

I’ve had a TERRIBLE experience with EDF for months now. Firstly, I raised the issue that my gas meter was not sending correct readings, to which I was told explicitly by an adviser that there is no issue with the readings, not to worry. I raised this issue on multiple occasions to be told the same thing. Months go by and turns out that as I said, the readings were in fact wrong and EDF are now demanding a significant underpayment for the gas that was being undercharged even though I was told this was not the case multiple times. After a drawn out complaints process, they deemed that a goodwill payment of I think £50 was sufficient. I asked to spread the remaining underpayment over monthly DD payments as I couldn’t afford to pay this as a lump sum. This was agreed at least 3 / 4 months ago and EDF are yet to take a correct DD. I have to get in touch with their terrible customer service team every single month to tell them AGAIN that they have been incapable of setting up the DD for the 18th of the month. I also raised this for October, after being assured that payments are definitely set up correctly now last month. Having received no reply by today the 24th I was shocked to see that the full outstanding amount has in fact been taken by EDF from my account, leaving me with no money to cover essentials such as food until my next payday. Since when was it allowed or agreed that you could just take a sum of money of your choice from my account, on a date of your choice? This completely violates the payment plan we have both agreed on and I suspect that it is going to be a battle to get this resolved, as everything with EDF has been. I honestly can’t wait to never have to communicate with this abysmal company ever again. They have cost me so much stress, worry and frustration and going by the other reviews, are a disgusting company altogether. For transparency, they agreed to write off one of the DD payments that they failed to set up but I would honestly rather just pay monthly than have to take part in this circus and now be left with no money at all.

I would give 0 stars if there was an option
A message came up on my gas meter saying CALL HELP, I called EDF straight away and they stated that as I still had gas they wouldn't come out. They refused to send an engineer despite the fact the machine stated CALL HELP. I asked the adviser if I should call British Gas as the message indicated ab emergency, he said yes and he gave me a number for British Gas (despite the meter belonging to EDF) the number was a premium number and I couldn't get through.
Spoke to customer services on Tuesday , the customer adviser stated that I had to have a smart meter installed, I informed him that I did not want to have a smart meter installed,he said that I didn't have any choice.
On Wednesday I spoke to another adviser and informed him that I had spoken to CAB, who advised that it was not mandatory
that I had to have a snart meter, the customer services adviser agreed that it was not mandatory.
However he still would not send an engineer out unless I agreed to having a snart neter. So I am essentially being told that they will not come out unless I accept a smart meter. So essentially I feel that I am being
held to ransom. This makes me feel so vulnerable to be backed into a corner. I am extremely disappointed, how is it ethical to bully customers into accepting a smart meter.
The adviser also stated that if I lived in another area I would have an option not to have a snart meter, and an engineer would come out to see what the issue was with my meter and repair the fault,and that they could also turn the CALL HELP message off. So on top of feeling bullied I now feel that I am being discriminated against by EDF.
So now my system will turn off. I will have no hot water or heating.
Why are EDF forcing customers to get smart meters. Why are they refusing to even come out and check the meter. I asked for a manager to call me back and he stated he that the engineers refuse to go out to customers if they can't change meters to a smart meter, are they on commission??? Do they get more money or only get paid when they install smart meters ????
So EDF are hapoy to leave customers in a serious situation that could potentially impact their health and wellbeing.
The manager even tried to offer me £50 which I did not accept as it would not resolve the issue.
I feel ignored, unheard, and fobbed off.
I have received an email from the manager, again fobbing me off.
I want EDF to come and do the repair to my meter and not discriminate or try to coerce me into signing up to a snart meter and not threaten to leave me destitute.
.

EDF has an appalling customer service. First, my Smart Meter Installation - it took 3 times for the engineer to turn up and finally install it - wasting my time and not turning up twice for the appointment.
EDF constantly requested increase to my direct debit, even in summer - holding on to money on my account.
Finally left them at the end of August to get a better deal from Fuse Energy. We are now the 14th October, I have emailed them twice without response regarding getting my final bill. Now spoken to them on the phone, they still cannot tell me when they will be sending me my final bill. Suspect they are delaying sending it to me as my account is showing several hundred pounds in credit. They also had my serial meter number re-confirmed to them at the end of August but are saying they are awaiting confirmation (we are now mid-October). If I do not get my final bill by the end of the week, I will make a formal complaint against EDF and even take it to OFGEM if necessary. Would NEVER use EDF again.