Edf energy reviews: Give your feedback

minion2218

I have been with edf for a number of years and had no issues until now. We've moved from our forces quarter and given them our final meter reading and the date the property was handed back, which is not in dispute. However as the military have switched supplier after we've handed it back they won't close my account and won't therefore give me a refund. It seems they can just keep my account open even though the new supplier has nothing to do with me and therefore keep my money! I am beyond angry as have been promised my money back 3 times now only for them to then call back and say oh sorry actually we can't. Really can't see how what happens after I move out can impact them closing my account, not good enough!

penguine

I tried switching from British Gas to an EDF Blue+ price promise tariff in October 2013 and had a number of problems:

1. The electricity went over but the gas never switched, though I chased EDF repeatedly about this. So I've lost out on a dual tariff discount for a year now.

2. For months EDF had the wrong house number on our account. They finally corrected the mailing address but the account still showed the wrong address as the supply address! Nagged them repeatedly and they finally changed it.

3. I gave up on trying to get the gas switched over so I tried to switch the electricity back to British Gas. I've put in two requests over the past 3-4 months and it still hasn't happened. We are moving house soon so I'll be leaving this mess behind but frankly I will never use EDF again – they are useless.

solvencyseeker

We switched to EDF Blue+ Price Promise in November 2013 using the MSE Energy Savers Club.

It transpires that we also have had a problem with the gas switchover (I didn't realise until they asked for readings recently - I had just assumed all was fine).

There is no initial gas statement for our account and the gas readings on the recent statement are completely different to the final reading from our old company and the new reading we have given them. I have no idea where they have got the numbers from and there are 4 digits on the statement but we have a 5 digit meter.

They are now saying we are nearly £700 in debit which just can't be right - we have not used as much gas as we did the previous year (mild winter).

I have sent them a photo of the meter and raised a query with their "Customer Care Centre". They are just completely ignoring me. They respond when I open a live chat but that gets nowhere and I need a written response to this.

I am not at all impressed and would not recommend this company.

JBro_2

OK, my first post on this site after a frustrating experience with EDF. Just received my latest bill and was shocked to see it was over £600. Upon calling EDF, it seems they had mistakenly reduced my direct debit to just £18 per month back in March. Of course, I should have noticed, but (stupidly) just assumed EDF would get these things mostly correct and didn't even notice the change.

Fair enough, mistakes happen,... but no, the EDF customer services manager insists they have not made a mistake and it's entirely my fault for not noticing the error! Maybe just a teeny tiny mistake on EDF's part?! No, definitely not, all mine (apparently) that I didn't notice they had reduced the direct debit from £114 to £18.

I've switched power provider already. I know they won't miss the money from a single household, but all it would have taken to keep a loyal customer was a minor admission that they had contributed to the problem. Maybe EDF need to go back to customer services school or get some lessons from First Direct.

Bark01

JBro wrote: »

OK, my first post on this site after a frustrating experience with EDF. Just received my latest bill and was shocked to see it was over £600. Upon calling EDF, it seems they had mistakenly reduced my direct debit to just £18 per month back in March. Of course, I should have noticed, but (stupidly) just assumed EDF would get these things mostly correct and didn't even notice the change.

Fair enough, mistakes happen,... but no, the EDF customer services manager insists they have not made a mistake and it's entirely my fault for not noticing the error! Maybe just a teeny tiny mistake on EDF's part?! No, definitely not, all mine (apparently) that I didn't notice they had reduced the direct debit from £114 to £18.

I've switched power provider already. I know they won't miss the money from a single household, but all it would have taken to keep a loyal customer was a minor admission that they had contributed to the problem. Maybe EDF need to go back to customer services school or get some lessons from First Direct.

We see nearly the exact same post against every supplier. At the end of the day, you have used the energy, so should pay for it. If you don't pay for it then everyone else in the country who does pay their bills has to cover you.

All you can hope for is a goodwill reduction, but on a bill of £600 its not likely to be much more than a tenner.

naedanger

JBro wrote: »

OK, my first post on this site after a frustrating experience with EDF. Just received my latest bill and was shocked to see it was over £600. Upon calling EDF, it seems they had mistakenly reduced my direct debit to just £18 per month back in March. Of course, I should have noticed, but (stupidly) just assumed EDF would get these things mostly correct and didn't even notice the change.

Fair enough, mistakes happen,... but no, the EDF customer services manager insists they have not made a mistake and it's entirely my fault for not noticing the error! Maybe just a teeny tiny mistake on EDF's part?! No, definitely not, all mine (apparently) that I didn't notice they had reduced the direct debit from £114 to £18.

I've switched power provider already. I know they won't miss the money from a single household, but all it would have taken to keep a loyal customer was a minor admission that they had contributed to the problem. Maybe EDF need to go back to customer services school or get some lessons from First Direct.

I think EDF were wrong to say there was no mistake on their part, as it appears there was. If you are unhappy at their attitude then you can complain following their official complaint process which should be on their website.

However you have suffered no financial loss as a result of their mistake so don't expect much, if any, compensation. But I would expect either an apology or an explanation for why the change did not involve any mistake on their part. Also they may agree to spread the £600 you owe over a period of time (assuming they were at least partly at fault).

Whiston3

I was an EDF dual fuel customer a couple of years ago and decided to change to Coop energy due to MSE e-mail. So the nightmare began.

As it would probably take the best part of a day to list all the the things that went wrong, I will try to tell of just a few.
1 They sent me a final bill that they had basically just invented as it was based on a meter that had been replaced months previously. After pointing this out to them they refused to admit that was what they did.
2 Lots of inaccurate letters were sent to me after lengthy phone calls which contradicted what was agreed in phone calls.
3 Energy ombudsman was involved but completely useless.
4 About 10 months after it was resolved ( I could argue no more), they sent a letter saying they were passing ' my debt ' to debt collector, phoned and was told just to ignore letter.
5 I recently moved and when I did EDF wrote to me saying they were sorry to be losing me as a customer but the readings they had been given were not in line with my usage. I had not been a customer for about 2 years.

Hopefully no more letters as they do not have my new address.

Switching is easy! Not.

delboy99z

On 30/06/13, I switched from EON to EDF. Switch went smoothly with no problems from either supplier.
The problems with EDF began 28/07/14 when I received a "sorry you're leaving us" letter. Immediately phoned EDF stating I knew nothing about this, and was put into the hands of "Erroneous Transfers" section. Their action was to close the gas part of my dual fuel account and open a new gas account.
Problem was they had got hold of incorrect gas meter readings and in spite of my supplying on many occasions MY readings, EDF were unable/unwilling to correct this account. The final straw came a few days ago when a gentleman from "Debt Recovery" phoned me. Those were the last words he uttered! before my verbal onslaught began. After he admitted he was still under training, the shocked and trembling agent cancelled the bill and gave me the phone number for "Complaints".
This was an entirely different experience. This agent seemed to know his stuff, what the problem was and how to fix it. He explained he would close the gas and electric accounts, open a new dual fuel account and transfer charges from the old accounts to the new account. We also set up an agreed Direct Debit on the new account. Overnight, emails arrived confirming his actions.
Well done JH of "Complaints"

supermassive

The geordie lady I was on the phone to the other night seemed to be in quite a rush to get out of the door by 8pm finishing time despite being utterly useless at answering my query.

They have LOST my account for electricity. They cannot find it to issue me with a bill. I suspect they'll "find" and "send" it a few days before christmas so I can have a particularly cheerful and merry bloody day.

mrs_sparrow

EDF!! Thieves!!! They have over estimated our final reading (which they never asked for) when we gave our opening reading to Sainsbury it is different to the one EDF have decided is our final reading (by quite a lot).

EDF have refused to communicate about the over-estimate and put it down to what it should be. I have given up and asked Sainsbury to change the opening reading to the one EDF have. I feel sick paying them this money for fuel we have not used - greedy, thieving robbing, bar stewards, I would not go back to them now if they paid me!!

EDA: Service from Sainsbury has been excellent to date.