EDF - The worst customer service ever! Recommendations please

Nemesis9

I have spent weeks trying to talk to EDF about reducing my direct debit due to being on a fixed deal and with the government help I’m going to end up massively in credit.
I pay £46 a month (I have a solar panel, it’s a life saver and keeps costs down) and they recently refunded me £72 of credit. With the government help starting I was hoping to reduce the direct debit down so I could use the money for food or put it to one side in my savings account so it’s there when my fix ends.
I have tried their chat facility and just been sent a load of jargon that made no sense. I tried calling 3 times, twice I was told they had ‘technical issues’ and they hung up. Today they cut my call after less than 5 minutes - mid explaination of why I was calling, I tried the chat function again and I swear they could not have given a damn. She basically told me to cancel my direct debit! Of course, I know why they want me to do that … it’s so they can kick me off my fixed deal and start charging me at the new rates.

So, aside from needing a frustration beating rant I’m here to ask which suppliers come highly recommended because once that fix ends I’m voting with my feet!

Thanks in advance 

Mobtr

If you pay by monthly direct debit, EDF take your full amount and then refund you £66/67  back into your bank account which can then be used for other things as you want. 

Nemesis9

I do pay by D/D but they never told me this either on the phone or by the chat function. Thank you for passing that on although it would have saved me from a whole lot of stress if EDF had told me. 

I actually admitted to them that I’m only eating one meal a day currently and they could not have cared less!
thank you so much though for telling me 

Mobtr

It’s all on their website & on on your My Account as soon as you log in 

Nemesis9

I’ve Just double checked and there’s nothing on their website that I can see and nothing when I log in about it either. 

Thanks though … I’ll just wait and see what happens 

[Deleted User]

Hi,

have  look HERE, scroll down a bit.

Sorry for your circumstances, but telling a call centre person you only eat one meal a day doesn't help, he /she can't help.

Have you a local food bank, or other sources to help?

You must eat, look after yourself, take care.

Nemesis9

Thank you finding that info for me. I’ve not seen that before and I couldn’t find it when I looked. 

Robin9

@Nemesis9

EDF is rolling out the £66   - is it shown on your Bills and Payments ?  

Have you tried lowering your DD via the My Direct Debit page on the website -  the button says increase but you can lower.

Nemesis9

I couldn’t find the info shared earlier anywhere on my account or their website. I don’t know why but I’m not very tech savvy. I’m too old to fully understand computers etc!

Ive been too scared to click on the change direct debit button. Now that I know the £66/£67 will be refunded I may aswell just leave my D/D alone and if it gets in credit again I’ll ask them again to refund the credit.
I’ll move the £66/£67 to my savings account for now … unless I need it for food that is. It’s all starting to stack up a bit now and it’s only going to get worse 

Robin9

Nemesis9 said:

I’ll move the £66/£67 to my savings account for now … unless I need it for food that is. It’s all starting to stack up a bit now and it’s only going to get worse 

The £66 will be automatically credited back to whatever bank account your DD came from -  may take a few days -  no need to do anything.

EssexHebridean

Nemesis9 said:

I couldn’t find the info shared earlier anywhere on my account or their website. I don’t know why but I’m not very tech savvy. I’m too old to fully understand computers etc!

Ive been too scared to click on the change direct debit button. Now that I know the £66/£67 will be refunded I may aswell just leave my D/D alone and if it gets in credit again I’ll ask them again to refund the credit.
I’ll move the £66/£67 to my savings account for now … unless I need it for food that is. It’s all starting to stack up a bit now and it’s only going to get worse 

Hello, glad to see you have answers now on how the credit will be applied/paid. It does sound like you’re really struggling though so I thought I’d let you know that our Debt Free Wannabe board might be able to offer some help and advice. It’s not just for people who are in debt, we’re just as keen to help people to avoid ending up in that situation. You’ll find the link to the calculator we recommend for the SOA or “Statement of affairs” in my signature below - your best bet would be to complete that as fully as you can, then create a new thread in DFW and we can try so see if there are any savings you might be able to make in your budget to help with cashflow.