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How to get EDF to respond properly.
Long story short, we are a small business with 13 small sites and we used a broker called Bionic who moved us to EDF.
Bionic said that they would be our customer service contact throughout the relationship. However they have been worse than useless. They seem basically to have taken the commission and run.
We have tried to deal with EDF directly, but they seem to have very poorly trained staff who are abroad and who don't speak good English. Emails can take up to a month for a response. Try to call them and 50% of calls don't connect or get cut off. If you do speak to an agent they generally don't have any idea what you're asking. They are sending us estimated bills for around 10-15 times the correct sums, VAT is charged at the wrong rate, they are sending the bills to the wrong places, the list goes on.
We are currently trying to do a change of tenancy and no one there has the slightest idea what they are doing. They have asked us repeatedly for documents that we don't have, because they are not necessary in our business.
We have referred the matter to the Ombudsman whose judgement was basically "Customer service has not been good enough. EDF will write a letter of apology and pay £100 compensation." This is after we have spent something like 52 hours trying to get even basically accurate billing from EDF.... £100 and an apology!!!! The Ombudsman, for all their bluster, seems to be a patsy for the energy companies now.
We've written to the UK CEO twice and had no response.
We wrote to the UK head office, asking them to do the change of tenancy. Today, we got another email from an Indian sounding chap, with our letter attached, who asked for the exact same information that they asked for previously, and which is not required.
Short of driving to their head office and walking into reception we are at a loss to know what to do.
Any ideas guys?
Bionic said that they would be our customer service contact throughout the relationship. However they have been worse than useless. They seem basically to have taken the commission and run.
We have tried to deal with EDF directly, but they seem to have very poorly trained staff who are abroad and who don't speak good English. Emails can take up to a month for a response. Try to call them and 50% of calls don't connect or get cut off. If you do speak to an agent they generally don't have any idea what you're asking. They are sending us estimated bills for around 10-15 times the correct sums, VAT is charged at the wrong rate, they are sending the bills to the wrong places, the list goes on.
We are currently trying to do a change of tenancy and no one there has the slightest idea what they are doing. They have asked us repeatedly for documents that we don't have, because they are not necessary in our business.
We have referred the matter to the Ombudsman whose judgement was basically "Customer service has not been good enough. EDF will write a letter of apology and pay £100 compensation." This is after we have spent something like 52 hours trying to get even basically accurate billing from EDF.... £100 and an apology!!!! The Ombudsman, for all their bluster, seems to be a patsy for the energy companies now.
We've written to the UK CEO twice and had no response.
We wrote to the UK head office, asking them to do the change of tenancy. Today, we got another email from an Indian sounding chap, with our letter attached, who asked for the exact same information that they asked for previously, and which is not required.
Short of driving to their head office and walking into reception we are at a loss to know what to do.
Any ideas guys?
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Comments
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Another complaint to the ombudsman service. Rinse and repeat.
Sounds like you have done all you can and they are useless.
Are you stuck in a fixed contract or can you give your business elsewhere soon?0 -
We are in a fixed contract. One of our sister companies is taking over the operation of our businesses, which will break the contract due to change of tenancy, because they are a separate legal entity.Mstty said:Another complaint to the ombudsman service. Rinse and repeat.
Sounds like you have done all you can and they are useless.
Are you stuck in a fixed contract or can you give your business elsewhere soon?
It is not in EDF's interests to do anything quickly, even if they know how. And they don't, as far as I can see.
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I presume you've been through complaintresolution@edfenergy.com,
Never pay on an estimated bill. Always read and understand your bill0 -
Is it part of your contract that a new tenant will break the contract? In most cases you will have still have to pay.0
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I am not clear what you mean.pochase said:Is it part of your contract that a new tenant will break the contract? In most cases you will have still have to pay.
We have several businesses, where we are separating out property holdings from operations. If the ops company takes over responsibility for utilities it's a change of tenancy as far as I am aware. I stand to be corrected however.0 -
If your company moves out of the property that does not necessary break the contract. In most cases you will have to still pay even if you ar eno longer in the property.0
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