Edf energy reviews: Give your feedback

bondy01

I rung them today late morning and had a 10-15 min wait. One of the things I asked about was going on whole bill dd and got the impression the easiest way is to ring them and ask to be moved onto it. I was told that I may be able to do it online or could send them an email when logged in to myaccount. I'd not noticed either of those two options when I looked yesterday so will have to have another look. I asked for an email addy and was given [EMAIL="customer_correspondence@edfenergy.com"]customer_correspondence@EDFEnergy.com[/EMAIL]


edit: the email addy is under contact us then visit the complaints page.

Mike18

22 Aug 18 applied to switch from EDF tariff that ended 30 Sept. Have not heard anything after phoning 2weeks later. Then tried EDF chat 25Sept who confirmed I will not be put on the Standard Tariff if I had received an email from MSE saying 'switch is in progress'. I phoned again 1st Oct asking why I was now on Std variable tariff - Debbie at EDF confirmed they had all just received an email saying there were delays and the backlogs would be backdated to 1st Oct by Saturday 6th Oct. Watch this space - expect I will have to contact them again 7th Oct for more of the same. Is this happenning because I am an existing EDF customer, although the switch worked perfectly last time using MSE (Cheap Energy Club).

Tony_Bone

A quick update from me on this as I have also noticed I have been moved to their standard variable tariff and begun incurring charges which are much higher than the ones under the MSE fixed tariff.

EDF still have a huge backlog to clear and I was advised this will take between 6 - 8 weeks which isn't very encouraging and doesn't say much for their readiness to handle a large number of switchers.

Charges will be backdated and adjusted to the date your switch was confirmed so best keep hold of any confirmation emails in case you need to query them in the future...

crankup

I also applied on 22nd August and received the confirmation email.
Still no contact from EDF so chatted online with them tonight. Same info as already reported here - there is a delay taking 6 weeks to clear.
Meanwhile we are on Variable rate (already with EDF with previous fix ending in Sept).
Anyone progressed any further yet??

GSDPenny

It took lots of time and patience, but we've eventually been switched. Our particular case was complicated by the fact that we'd just moved in and were paying a Deemed tariff for 3 weeks before applying to switch, but EDF have backdated the new tariff to the date we applied - so the change actually happened on 12 October, but was backdated to 20 August.

However - I would advise anyone else changing to check their tariff contract pack and actual bill very carefully. The two prices didn't match on mine - and obviously not in my favour.

It's being rectified - but a word of caution to anyone on this scheme. I doubt it was intentional - just far too high a volume for the EDF IT and customer service teams to cope with routinely I think.

NeilNorton

Stuck in a loop between First Utility and EDF. I switched on MSE advice but somehow First Utilty didn't get the same final electricity reading EDF had. This resulted in overcharging my final bill. First Utility say EDF have to raise it as a problem and EDF say First Utilty have to raise it as a problem. The EDF policy is an online only so no one to call. The online chat seems to be outsourced and is often not accessible. The broken English is getting me nowhere and I wasted 3 weeks because I thought they were contacting FU but apparently I was supposed to. Very surprised that a 'Big 6' could struggle so much with supporting its products and customers.

Consumerist

NeilNorton wrote: »

Stuck in a loop between First Utility and EDF. I switched on MSE advice but somehow First Utilty didn't get the same final electricity reading EDF had. This resulted in overcharging my final bill. First Utility say EDF have to raise it as a problem and EDF say First Utilty have to raise it as a problem. The EDF policy is an online only so no one to call. The online chat seems to be outsourced and is often not accessible. The broken English is getting me nowhere and I wasted 3 weeks because I thought they were contacting FU but apparently I was supposed to. Very surprised that a 'Big 6' could struggle so much with supporting its products and customers.

The new supplier is responsible for all aspects of the switch.

If you switched via MSE's Cheap Energy Club then they might help if you email them. Alternatively, start the complaints procedure with the new supplier. You can refer the complaint to the Ombudsman eight weeks after you first raised the issue with the supplier.

Tony_Bone

Tony_Bone wrote: »

A quick update from me on this as I have also noticed I have been moved to their standard variable tariff and begun incurring charges which are much higher than the ones under the MSE fixed tariff.

EDF still have a huge backlog to clear and I was advised this will take between 6 - 8 weeks which isn't very encouraging and doesn't say much for their readiness to handle a large number of switchers.

Charges will be backdated and adjusted to the date your switch was confirmed so best keep hold of any confirmation emails in case you need to query them in the future...

So, after more than two months, EDF have finally switched me. Bills do seem to have been backdated so I haven't been overcharged as far as I can see. Disappointing that they didn't even apologise to me for the delay in switching.

Hopefully everyone else that has switched will be moved soon.

aylesby

Been with them for a couple of years. There is constant pushy calling to arrange for an online meter but hey do not listen to why I do not want it. So time to go.

Karren_2

I switched my mum from Sainsbury Energy to Avro Energy following our credit club email

The switch went ahead on 17th october 2018 and having just returned from my mums i rang Avro to give them her meter readings and have a chat about her account/dd

Its now 4.16pm and I still havent been able to get hold of anyone ! the first half of the day whichever of the 2 options available to select - both of them ended up with the call then failing ... this afternoon and oh nearly an hour of their dreadful hold music ... nothing, just constant hold music no one is picking up !

ive emailed but their automated message says reply within 7 days, i would really like to speak to them today !

ive facebook messaged and asked for someone to call me back before 11.20 nothing - received a message back later asking for details id already given

ive left a review on trust pilot too ... I'm going to look into switching, i know its not even been 2 weeks but ive never experienced such lack of customer service or not even being able to get through to a company like this before