EDF Energy Reviews 81

We have had a terrible experience with EDF. Our electricity metre box caught fire and could have caused a severe house fire. EDF customer services have been unsympathetic and actually rude at points. Almost 4 months later and we still have a temporary metre in place. We've been passed from pillar to post and keep getting generic "copy and paste" replies from this company, with no real updates or solution. The whole experience has been extremely disappointing and stressful.

Money grabbing liars, supply nothing other than a bill, lies about meters, the only increase is in profits that they announce

After writing texts and numerous phone calls, still waiting for a new prepaid gas card 3 weeks after having my meter reset. The amount on the meter is running out and we will once again be left without heating and hot water. Yesterday I was given 2 ITF codes to get my details onto a blank card, insert it in the meter to get it activated then use the second ITF code to get £10 pounds transferred on to which I had topped up on my old card, which the meter did not accept, and none of these transactions have worked yet again.

I would like to make a commendation for Syed Sohail and Paul - 03330097023. They both proved very efficient and sorted out my problem in that I needed to switch our account on common parts from SSE to EDF energy. Whilst it should not have been difficult ONLY Paul and Syed were able and willing to think outside the box. Success now as I believe we do have an account with EDF for our common parts and this will become effective in 5 days. Thank you very much

Disgraceful customer service, appalling treatment, bully boy tactics praying on the elderly and vulnerable (recently widowed). After being a loyal customer for 20 years the request to change bank details (following the death of my husband) was not an option without changing my tariff which of course only EDF benefited from, and led to EDF withholding two months solar panel income owed legally to myself.

I gave EDF only one star because that’s the lowest I could give. I am in my third year of fighting with EDF to sort out my smart meters. Still they are not working. They can’t put the correct readings for my electric on my bill even after I have told them. This as it stand is costing me more money from when the price went up in January. I must have had every engineer around come round my house to sort the problems out. The ombudsman has been involved which has cost EDF. Soon as that problem is resolved then the smarts stop working again. The left hand definitely does not know what the right hand is doing. They have 3 weeks to sort out the current problems with the smart meters. Then back to ombudsman. I am a disabled pensioner and it’s unbelievable the way that I am being treated over this.

Absolutely disgusting customer services and could get a better service from a nursey school. Had to give one star but given the choice would not give any!
I already had a complaint and took it to the ombudsman and was awarded.
Now, on 3rd December, I requested a statement for the last 3 years from Jame at hello@edfenergy it has taken 3 - 4 emails to try and get this and she keeps saying as we switched over to a new system she has had to request the statement . I know that they can access the old system and it doesn't take over a month to do this - absolutely disgusting!!!!! Just keeps telling she has requested the statement, takes this long?? Will probably get a further excuse. They do not care about their customers at all and continue to frustrate! Now get my statement for the last 3 years and email it to me by return!!!!!!!!!!

Godson from Team 12C was most helpful in guiding me through the process of helping me to update my account. Please thank him for me. P.J. Martelli
a/c no. A-FA951694

2nd review from recent comment. Since my last comment. Just seen a text sent at 20:56 saying my bill is overdue, yet I spoke with them earlier today complaining about the bill received last week to find out my bill has gone monthly, paid the bill 13:15 this afternoon but still chasing me for payment now and my online account clearly shows 0.00 balance. Just goes to show their new billing system is not working..why am I not surprised, shocking😑

Eduard...Team Team 14C showed great patience was very polite, relaxed and friendly; whilst tackling the tricky task of locating my new account, re-determining my Energy Bill and explaining to me every process as he did so. Thank you, kind regards, Mark Davis

Chloe Donald - Team 2D was the customer service officer who very politely and efficiently helped to resolve my complicated query as to whether two accounts were open for my address. She located the correct account, made it live and helped me transition to it very smoothly. Excellent service.

Absolutely shocked at EDF
I am WRITING TO OMBUDSMAN.
I accidentally paid someone’s bill £486 - mine was the same and I’d moved from that property but was wrongly billed - Occupier bill.
EDF admitted they billed me by mistake and it’s not my bill and yet REFUSED to transfer or refund me: reason - I gave permission to take the money so they are keeping it because the new tenant didn’t pay their bill. I’m so shocked, I don’t have the £486 for my bill - weirdly the same. So now I’ll get bad credit and demanding letters. Obviously I’ve left them and I am currently pursuing a refund from them legally. Even their staff said they can’t understand it and don’t agree with the decision. Not over. Avoid them at all costs please. No mercy.
They said : you paid it 😟

After EDF requested I set a new password under their new security system, it would not accept it when I wanted to give my monthly meter reading later.

I rang EDF and was put through to helpline dpt, BEN, who told me of the new monthly energy review and sent me a 'set new password' link. I set a new one. He rang me back to check it worked. I was extremely happy with the assistance I received and EDF Energy who we've been with after Green Energy went into administration.

After spending hours and hours on phone calls and emails .. providing extensive information and photographs of meter readings … And providing an accurate calculation of what the Invoice should be … i am sent an Invoice that is full of errors totally inaccurate … I could scream ???

I had to give a one star but I would normally have given the company a minus. The is the worst company I have ever dealt with for customer service. They have a virtual assistant eNZO who you first encounter on the WhatsApp chat facility. Your details are firstly taken and afterwards and if it necessitates that you need to message a customer service agent you are told that someone will get back to you within twelve hours. When they eventually get back in contact it is not always convenient to chat due to other commitments at that time. I have tried ringing them and had to wait 40 minutes to speak to someone.
The majority of the agents I have messaged or spoken to badly need retraining. My problems first started when I wanted to change my Direct Debit payments from whole amount to fixed monthly amount. I spoke to an agent Edwin who changed my tariff from Welcome Variable to Standard Variable, which is the same tariff cost but this was not explained to me. When I queried this my Direct Debit was cancelled and I had been moved onto a dearer tariff. I realised the mistake next day and contacted EDF again by phone and spoke to another agent, Phumie. She seemed unsure what she was doing and after 43 minutes she ended the call. On checking she had moved me onto. 3 year fixed tariff at a more costly tariff without telling me. Trying to get this sorted out has resulted in being bombarded by letters from EDF, 5 in one day.
One can imagine the stress this has caused me.

I work for EDF and I am embarrassed at the lack of customer service afforded when they fail to turn up or fail to contact the customer regarding an appointment that they made.
I was due to have an isolator fitted to my electricity supply/consumer unit and an appointment was made for 1/11/23 (appt made on 6th October) . I took a day off from my work with EDF Energy to be there and have also arranged other contractors to carry out work on the 2nd of November based on the isolator being fitted.
Nobody has turned up and nobody has bothered to call to say why. I have made 3 calls today and the last one said they had emailed the department and when they get a reply they will call me - why can they not just call the department?
I have recently had BOXT and Gledhill install boilers in two separate homes and their service was exceptional with clear comms throughout - EDF is a shambles in comparison.

Very quick, friendly & polite. Paul Team-O was so helpful

One piece of advice, leave this energy company as soon as you can! no competent customer service, unfortunately been with them since 2017! cant wait to close the account this month ! unable to do basic calculations, unable to rightly credit my account, told me i wasn't a customer until 2019 when i have bills dated from 2017? Absolutely dire service! complaints get passed on to numerous people so you have to waste hours of your time re-explaining as they obviously don't add notes to your account! on to the 4th person dealing with my query ! laughable

EDF Energy should be avoided if possible. I am still trying to obtain a refund due when moving home as my account was in credit. Excuses for non payment range from "technical computer clitch" to "a cheque is in the post." I have emailed and telephoned on numerous occasions only to be repeatedly fobbed off with "allow 10 working days." About to lodge a complaint with Ofgem.

Absolutely horrible company to deal with in terms of customer invoicing and complaints. Never able to clarify on the bills they charge! Then we have to call them to sort their mess! I am so annoyed with this provider, it is sickening to deal with every time - stress, anxiety and emotions.