Any positive experiences switching to EDF energy??

Troff

Complete meltdown is the only way to describe EDF Customer Services. After 3 months of calls and e-mails to get EDF to update MyAccount to show the correct fixed price products that I am on, I get a letter today telling me that I am on Standard tariffs and prices will increase on 10 November. Two hours listening to music on the phone, I am told that it is a standard letter to all customers. Wait a further 15 minutes to get through to a Manager who reluctantly admits that it is yet another EDF mistake: the e-mail from one of his fellow managers confirming the tariff that I am on is correct. When I ask when I am going to get written replies to the two complaints that I have sent to the Customer Services Director (asking for complaint numbers and written replies as recommended to me by Consumer Direct), he offers a single response sweeping up all 3 separate complaints. What is driving the ethos at EDF? Customers are clearly not to blame for the IT problems that EDF is experiencing - so why am I being made to feel guilty for complaining about sub-standard customer service? As EDF has given me the offer to switch at no cost in its latest letter, I am off via the Energy Ombudsman and possibly WatchDog. I really have had enough of this apology for a Company. Even in these straitened times, I will happily pay a little more for simple tariffs, accurate product information and good customer service.

jalexa

Troff wrote: »

... I am told that it is a standard letter to all customers...

No, not all customers. I am (at the last time of checking MyAccount) demonstrably on FP 2014, just received an "increase letter", though the letter did eventually say "although this increase will not affect you...".

So if your letter does not say that be worried.

Troff

jalexa wrote: »

No, not all customers. I am (at the last time of checking MyAccount) demonstrably on FP 2014, just received an "increase letter", though the letter did eventually say "although this increase will not affect you...".

So if your letter does not say that be worried.

Sadly, my letter is the one that goes out to customers on EDF's Standard Tariff. I sense that EDF has 2 MyAccounts set up in my name with a single account number. I have e-mailed the CSD and I hope that he will intervene. His chosen Managers seem unable to manage anything out of the ordinary!!!

StevieJ

StevieJ wrote: »

It appears that SP have rejected my reading and invented one of their own, after contacting EDF (they are not very proactive are they?) they will be following up with SP, not that it makes much difference to me,

Wow! that was quick, I complained to EDF on the 4th Oct and a letter back from SP on the 7th with amended readings. How do I get my refund back from SP? will they action automatically?

cooking-mama

No change on EDF my Account for me,still "no contracts exist" still alledgedly "awaiting readings" although a telephone call confirms they have received my online readings,and i am still unable to add new updated readings,and on top of all this Scottish gas have sent me an estimated final electricity bill...Why???,gonna have to phone them tomorrow,as according to EDF they sent them my actual reading..ho,hum,here we go..still at least i am still £158 in credit,and they did take off the £114 DD for this months gas and electric.

melbury

My gas reading has miraculously reappeared:T

So I now have live accounts for both electricity and gas and both are currently showing correct readings.

Is there anywhere that you can check in your online account to confirm exactly what you are paying per unit and what plan you are on?

StevieJ

melbury wrote: »

My gas reading has miraculously reappeared:T

So I now have live accounts for both electricity and gas and both are currently showing correct readings.

Is there anywhere that you can check in your online account to confirm exactly what you are paying per unit and what plan you are on?

It tells you what plan you are on under account details.

andy1c

i am in the process of changing to fp2014 since 1 august , i have sent reading and the electricty has changed.
i have sent 2 email about the gas first i was told they are waiting for my old supplier to supply reading.
and today i got a reply via email which states i quote " [FONT=&quot]This process can take up to a maximum of 323 working days, unfortunately we are unable to speed this process it is Industry timescales."

so much for 6 to 8 weeks.

im on the phone tomorrow to tell them to stick their energy , ill look elsewhere edf poor customer service not worth all the problems to save a few pounds
[/FONT]

backfoot

andy1c wrote: »

and today i got a reply via email which states i quote " [FONT=&quot]This process can take up to a maximum of 323 working days, unfortunately we are unable to speed this process it is Industry timescales."[/FONT]

Very reassuring :rotfl:

Actually for EDF it is...no seriously :eek:

JamesK10

Troff wrote: »

Complete meltdown is the only way to describe EDF Customer Services. After 3 months of calls and e-mails to get EDF to update MyAccount to show the correct fixed price products that I am on, I get a letter today telling me that I am on Standard tariffs and prices will increase on 10 November. Two hours listening to music on the phone, I am told that it is a standard letter to all customers. Wait a further 15 minutes to get through to a Manager who reluctantly admits that it is yet another EDF mistake: the e-mail from one of his fellow managers confirming the tariff that I am on is correct. When I ask when I am going to get written replies to the two complaints that I have sent to the Customer Services Director (asking for complaint numbers and written replies as recommended to me by Consumer Direct), he offers a single response sweeping up all 3 separate complaints. What is driving the ethos at EDF? Customers are clearly not to blame for the IT problems that EDF is experiencing - so why am I being made to feel guilty for complaining about sub-standard customer service? As EDF has given me the offer to switch at no cost in its latest letter, I am off via the Energy Ombudsman and possibly WatchDog. I really have had enough of this apology for a Company. Even in these straitened times, I will happily pay a little more for simple tariffs, accurate product information and good customer service.

I'm just wondering what they need yet another overhaul for, back in March when they had the last one they sent a reader to my house to check my figures and still refused to send out my bill until they either believed me and their own employee or I had used enough energy for it to be worthwhile. Got compensation for that one in the end.

This time around, on Standard tariff, I was able to use MyAccount when the 0800 number had the automated message about the next overhaul and they did just send the bill straight away. I don't need to talk to them, just give me the bills and I'll pay you but last winter they couldn't even manage that. Lots of these problems seem to be new switches, so I'm wondering if it's TalkTalk syndrome where everyone's trying to jump on their best headline deals and they can't cope with demand.