EDF energy - contact problems

hazel_davey · 9 June 2011 at 6:23PM

Has anyone else had MAJOR problems trying to get hold of EDF?

I aplied to switch to EDF's 2014 tarriff via Quidco on the 15th May.

I've heard nothing from EDF, so I tried to ring them yesterday, but it was after 6pm and the voicemail stated due to 'upgrades' they are closing their lines after 6pm.

Tried again today; I was ringing their 'new business' line before 5.30pm. Kept being put through to a ring-back request service (after being told that my call 'would be answered shortly').

Tried their customer service line. I hung up around 7.03pm.... after an hour and 45 minutes!! When I rang back out of curiosity, I then got the message saying their lines closed at 6pm - it would have been nice to have been told that when I was still on hold at 6pm, NOT an hour later!!

Seething...and really wondering now if I want to be with this company. Yes, I've sent two e-mails to their 'complaints' department. I'm not holding my breath.

NotSoWise · 9 June 2011 at 6:59PM

I switched to 2014 fixed about 3 weeks ago - I had a letter from them within days

mountainofdebt · 11 June 2011 at 7:11AM

Good luck !

I was on hold for 90 minutes on Thursday before I got hold of someone.....

Brian64 · 11 June 2011 at 10:41AM

Terrible customer service.Phoned on Mon 6th June on hold for 1hr and ten mins.Tried to call again on the 10th call remained unanswered and give up after another hour.Eventually got through this morning after another long wait only to be told they are unable to access my account at this time due to a system problem and will call me back.:mad: :mad: :mad:

taxsaver · 11 June 2011 at 12:09PM

I phoned them yesterday evening, about 6:30ish I think, and got almost straight through. The lady that I spoke with was extremely helpful; I have found their service really good in all my dealings with them, which after the dreadful way that E-ON treat customers has been a breath of fresh air.

cing0 · 11 June 2011 at 4:38PM

Post #4 may help https://forums.moneysavingexpert.com/discussion/comment/25509843#Comment_25509843

gemmalouanna · 11 June 2011 at 5:01PM

Earlier in the year it was taking just under 15 mins to get through.

My last couple of times it has been well over an hour - so much wasted time!

millie · 11 June 2011 at 5:09PM

I rang them on the 8th June at about 9.30 and waited 2 or 3 minutes and again yesterday at 8.50 and waited about the same time. Their systems went down while I was on the phone yesterday (seems a constant problem) and they rang me back during the afternoon. My only problem with them is not always doing what they are asked to do.

Sultan3 · 11 June 2011 at 5:30PM

I called them twice this week. Waited no more than 5 seconds to speak to them on both occasions.

schrodie · 11 June 2011 at 6:15PM

I wasn't able to get through to EDF last Thursday so on Friday after again unable to get through I rang a managers number (an 0191 *******) to complain. I was told that they were undergoing a systems reorganisation and as a result calls were building up together with an unprecedented number of high calls, perhaps due to their 2014 tariff. Anyway I received an unreserved apology and will also get a letter to that effect. I too wanted to migrate over to their 2014 tariff which the manger was able to do there and then and will also receive a letter to that effect.

Ordinarily EDF are usually fairly good at answering calls within a reasonable timeframe but as the manager admitted on this occasion they had failed miserably.

Oblivion · 12 June 2011 at 9:53AM

If you register with EDF online and get a 'Username' and 'Password' to go with your account number, you can use the 'My Account' facility to change your tariff. It took me just a few seconds online to elect for Fixed Price 2014 and my account details were updated immediately.