EDF Energy Reviews 215

Awful company with very poor customer service. Trying to move away and would not use again.

IGNORE AT ALL COSTS. This is the most unprofessional organization I have ever come across. They tell you you need to install a smart meter, but it takes months to book an appointment. I finally book one in and low and behold they don't show up and don't call to say they aren't. I book another one after the company apologies, and sure enough - same outcome. A couple of months later, I am charged an incremental £1.5k on my account given 'estimated meter readings' over a 3 month period, with no explanation whatsoever given (for context, I normally pay between £60-100 a month of electricity so this kind of amount is over a year's worth for me). Unacceptable, and professional, and if that's not enough, the staff on calls are rude as well. Needless to say I will be changing providers.

Much the same experience as everyone commenting.....

Got quoted a rate and a couple of months later it is hiked 23%

Really important for these thieves to keep credit balances from all their customers, it isn't enough that they are making gigantic profits from inflated prices.

Disgusted

I wrote a review earlier somehow only gave a one star. It was meant to be five. Matilda gave the best support and advice to me.sorry for my mistake once again thank you.

3 phone calls, 48 mins on hold and 3 days later, and still can't get the credit to go onto our so called Smart Meter.
They keep telling my disabled 82 year old father to go outside to his meter cupboard and try to enter the 20 digit number on both Gas and Electric meters.
Now they say that the reception is poor in his area.
So where has his £50 worth of top ups disappeared to.
What a joke Smart Meters are.

The company is horrible and cheating us. I have been outside the UK for a month, and they sent me a huge bill. This situation is unacceptable and a significant error in your billing system. I demand an immediate investigation into this matter and a prompt bill correction. Please provide a detailed explanation for this discrepancy and ensure that such errors do not recur.

Our adviser at EDF, Shirelle was very helpfull and explained everything for us and was very pleasant throughout.

Absolutely useless.they fitted a new gas meter and they didn't tighten up nut so we had a gas leak at weekend....four times emailed them and they haven't returned messages.......don't trust these people they are dangerous....I'm getting rid of them...

Shocking experience with EDF. After 16 troublefree years with Opus my gas account was migrated over to EDF in September, but according to EDF a staggering £1225 debt has built up since September despite me having paid the £504 dd since then. For comparison that whole period on the same tariff last year with Opus cost £683.
I called EDF several times - 40 minutes wait on hold each time, emails take a week to get a response which basically say nothing useful, "apologies for the delay" etc.
What can I do?? Such a horrible and worrying situation. I have never owed anything in my life before. :'(

AVOID AT ALL COSTS!!! They have missed 4 appointments so far to change meters and have left me waiting 4 hours each time without a call. There is no complaints department and Customer Service is a joke! The only way to speak to a manager is to wait 24-48 hours for them to return your call and more often than not, they don't. Utterly useless, incompetent, arrogant and a disgrace.

Is it correct that EDF UK tells you, you need to wait 3 weeks after telling them you have no gas, no heat? Especially knowing you have priority services :
You are registered for the following:

Physical impairment (REGISTERED DISABLED).

Chronic/serious illness (CHRONIC/SERIOUS ILLNESS).

No sense of urgency, care or concern with their customer services. This is the only time I was happy to pay early exit fee of £50. I thought being a loyal customer for years meant something but alas, you are just another brick in their wall, another account number. I am so upset! I feel bad for my mother whom I am caring for.

No wonder they recorded a 2023 net profit of just 10Billion with a loss of 17.9 Billion in 2022
I wish them a Merry Christmas and a 10 Billion loss for the next couple of years.

Never again.

The most useless customer service. As EDF trying to save money moving their customer service outside uk they put customers into position to move out as this customer service is horrendous. Their online system never works. You submit readings but they never appear after. So every time you need call them. Most of their advisors just hang up the phone as they dont want deal with any problem the other half like to say you havent provide enough information so they cant talk to you. And all this after you wait 1h on phone. Better pay higher rates then deal with this scum bags.

We never had any problems with EDF until we left them after countless years of being a customer. Without any explanation, we've not only been kept waiting to have the remaining money on our account refunded (way beyond the 'within 10 days' stipulated on our final bill), but EDF have also, during that time, taken extra money from our bank account despite the final bill being settled. We received no warning or explanation why, and we've been told we have to wait 3-5 business days to have the money they took from us returned. 5 days on and we are still waiting. Customer service have been of no help on this occasion and have not offered any help or provided a resolution. We will never be using EDF again, they far too incompetent and disorganised to be trusted. Be warned.

Wish I could give 100 negative stars….
It’s been an horrendous experience
It’s been an horrendous experience
Spent 35 minutes on Tuesday trying to sort out the gas , made an account, still no gas
Called again today spent again 30 minutes but no use
The agent said call the emergency number, but nothing works, still have no gas ….when I said to the agent that if the gas is not sorted out today, I might change the supplier, the agent was least bothered..horrendous experience
Can it get worse than this???
Unacceptable and horrendous service
Reported on Tuesday that there is no gas..after to and fro for 2 days , spoke to someone Thursday and the engineer appointment was booked today….…till now no engineer and when I called , the agent had no clue…what’s happening…no gas supply and am still wait for an engineer to come ….

Atrocious service to say the least
Account Number: A-C9DC42C8

Absolutely awful service supposed to come out Monday 25th November between 12 and 4!to fit a smart meter No show.. Rang them rebooked for today 28th November between 8am and 12pm again no show!! Off now to top up my key! They try to force you to have a smart meter then they don't turn up unbelievable!!!

I recently had smart meters fitted. Yesterday I was visited by Kyla, an EDF Quality Assurance Inspector. She was brilliant. She was very friendly, tested my meters to ensure they were working properly, and gave me good advice. She was knowledgeable, efficient and did her best to solve my problems. Her manner was very reassuring. As a single woman, living alone, I felt more comfortable having a another woman in the house. She is a credit to the company she works for. Brilliant!

Appalling customer service and a complete disinterest in me as a longstanding good paying customer.
A simple request asking then to transfer my gas and electric supply from one property to another as a result of a house move resulted in endless ‘on line chats’ having despaired of trying to speak to them on the phone - any time of day or night, any day ‘we are extremely busy at the moment and can’t accept calls’.

It ended in them asking me via a non-sensical concluding comment saying ‘if you still want to come to EDF phone this number blah blah blah.

Who is doing who the favour here?!

Extraordinary.

I will be writing personally to complain to their CEO Simone Rossi.

EDF is a disgrace. Don’t ever use them.

I have been trying to speak to this company since May 2024 regarding the solar panels on my roof.
I have emailed every week phoned to be told that edf have my details and will get back to me but they don't.
Today the team are training. I hope it is in customer relations!

The government gave me £150 as part of the winter warm payment except edf has put it on my electric meter when i have gas central heating they also made an over payment i called on Monday just gone to advice them of this and was promised they would transfer it to my gas meter and at the same time take back the over payment i was told this would take a few days so they took the over payment Quick enough but still haven’t transferred the balance to my gas meter which they promised they would ive called up numerous timed and bern told something different every time i have disabilities and don't want to keep calling i emailed sent a text called still no change or answer within the time frame advised to get back to customers last week i spent a total of 3 hours trying to get this resolved by phone alone whats the point in the government giving the winter warm funding if edf put it on electric meter do i stand under a light bulb to keep warm its caused me so much stress this week and because of the stress it has made my condition worse this week im going to call up the DWP on Monday and report this issue this happens every year to i was told on Monday it was sent over to the pay as you go team to then be told on Friday that it wasn't done absolutely disgusting customer service been told so many different things keep calling. Keep emailing texting on the numbers they provide for you to text. Nothing has changed. They gave me credit as a goodwill gesture but now the credit is running low again and I now need to call them again on Monday it’s ridiculous. Why should I have to keep calling, I have disabilities and I’m in a lot of pain. This is causing me problems with my physical health and mental health at this point I've just had enough

Overcharged me! Incompetent team