Be aware EDF Deal Via Energy Club - no phone contact allowed

MECFS_2

I signed up to switch supplier via the MSE Energy Club to EDF Simple Online 1 Year Fix Sep20 v2.
I was aware it was a paperless online managed account which is fine - same as my current supplier. However it was only when I got my welcome email I was told I was not allowed to use/call their customer service number. Even communication has to be done online via chat. As I'm disabled had I known this I wouldn't have signed up for it and would have gone for the eon online deal which does allow telephone contact.
I have checked and nowhere on the MSE comparison site does it mention that customers can't call customer service. This needs amending under "Tariff Info". When I checked the same EDF tariff on uSwitch and ironically Money Supermarket (which powers the MSE comparison site) it does make it very clear you can't call customer service.

DawnCrush

You need to manage your account online and pay by direct debit.

https://clubs.moneysavingexpert.com/cheapenergyclub/register/bigswitchtariff2?


Good that every new customer gets a 14 day cooling off period

The_Fat_Controller

That is why it's called an ONLINE account.

The online chat support works reasonably well and if you ever have serious issues the complaint can result in phone contact.

MECFS_2

The_Fat_Controller wrote: »

That is why it's called an ONLINE account.

The online chat support works reasonably well and if you ever have serious issues the complaint can result in phone contact.

No it isn't why it's called an ONLINE account. The EON account is also called an ONLINE account and my current supplier Npower is an ONLINE only account. It means all bills, meter readings etc are managed online and it's paperless. However customers are still allowed to call customer service.

Basically all 3 are online accounts. The only difference being on uSwitch and money supermarket it makes it clear with the EDF tariff you can't call customer services and contact is via chat only. On MSE it doesn't. It simply needs amending. End of chat.

Talldave

Cancel the switch?

MECFS_2

Talldave wrote: »

Cancel the switch?

That's a separate issue which I'm thinking about.

On the MSE comparison site there are notes on some tariffs eg " Requires Smart Meter" or "Free boiler insurance for first year". Uswitch and Money supermarket both thought it important to mention for EDF "No access to telephone customer service" and " Contact customer service via online chat only". So the point of my post was 1. Be aware 2. Whoever adds these notes on MSE tariffs could do so for the EDF tariff.

There are plenty of online tariffs that do let you call customer service. Not that I'd want to unless absolutely necessary!

Smodlet

OP, you are absolutely correct. I found this a few weeks ago (and posted about it) and for this reason decided not to go with EDF.

I also contacted the CEC and advised them SSE force customers to accept a smart meter, a fact made clear on the Eon tariff at the time (erroneously, according to their rep on here) but not on the SSE one. They ignored me and failed to amend the tariff information.

All in all, the CEC is considerably lacking these days, I feel.

MECFS_2

Smodlet wrote: »

OP, you are absolutely correct. I found this a few weeks ago (and posted about it) and for this reason decided not to go with EDF.

I also contacted the CEC and advised them SSE force customers to accept a smart meter, a fact made clear on the Eon tariff at the time (erroneously, according to their rep on here) but not on the SSE one. They ignored me and failed to amend the tariff information.

All in all, the CEC is considerably lacking these days, I feel.

When I got the welcome info from EDF saying "no access to our call centres" I was really surprised. I thought it's not like me to miss that kind of detail. But I checked on the MSE Energy Club Comparison again and the info wasn't there on the EDF tariff. Despite notes being on other tariffs on MSE. Like I said Uswitch and Money supermarket found it important enough to mention it.

This year I had my meter misread by 1000 units! In the past I had an error on my DD. I don't like having to call customer service but it's essential to know if you have the option when deciding on a tariff.

Quentin

All contracts have TS & Cs

You need to accept responsibility for reading and understanding them before signing up and agreeing to them

[Deleted User]

the OP is incorrect.
There is phone contact allowed but according to Uswitchs account features on this EDF Online tariff it says clearly " Account management via MyAccount and EDF Energy Smartphone App ONLY."
It also states this is a smart meter installation tariff..
Personally I would stick with this tariff OP and download the phone APP. very low gas kwh at less than 2.7 p kwh, 22 p DSC..Electric 14 p/kwh..Money talks with these sweetener tariffs

Smodlet

Quentin wrote: »

All contracts have TS & Cs

You need to accept responsibility for reading and understanding them before signing up and agreeing to them

Granted but not really addressing the OP's point, I feel. If some comparison sites have such information, then they all should and it should be accurate. As the OP says, this is not a minor inconvenience.

It is potentially disastrous; what if a person physically could not type and needed urgent help? To be forced to do online chat when other companies, even smaller ones, can provide a phone service is completely unacceptable in my eyes.