EDF Bill

Swipe

[Deleted User] said:

I have spent 3 hours on the phone to EDF today

Seriously? We humans are known for our exaggeration. Who would want to work in customer services?

The good news is that EDF is moving all its customer accounts to the Kraken Technologies platform (part of the Octopus Energy Group). 

I recently got moved and now the EDF experience is worse than it was before.

Mobtr

Swipe said:

[Deleted User] said:

I have spent 3 hours on the phone to EDF today

Seriously? We humans are known for our exaggeration. Who would want to work in customer services?

The good news is that EDF is moving all its customer accounts to the Kraken Technologies platform (part of the Octopus Energy Group). 

I recently got moved and now the EDF experience is worse than it was before.

In what way? 

Swipe

Mobtr said:

Swipe said:

Dolor said:

I have spent 3 hours on the phone to EDF today

Seriously? We humans are known for our exaggeration. Who would want to work in customer services?

The good news is that EDF is moving all its customer accounts to the Kraken Technologies platform (part of the Octopus Energy Group). 

I recently got moved and now the EDF experience is worse than it was before.

In what way? 

The whole portal which used to be a full featured website has been reduced to a few very basic options in a context menu. My meter readings were over estimated, as during the switch it lost connection to my smart meter and my balance reduced by about £500 even though I've only used about £100. My smart meter has now started sending new readings but the old balance is still missing. The mobile app now cuts off all the text and all of my old bills baring the last 2 are no longer on there (I do have copies). The chat feature has also been removed. I could go on....

MeteredOut

The chat feature has also been removed. I could go on....

EDF's chat is on WhatsApp or SMS (07480 802942 and 07481 359785, respectively, are the numbers showing on my phone). The chat starts with their bot (eNZO) but you can past that and chat with a real person.

Mobtr

Swipe said:

Mobtr said:

Swipe said:

Dolor said:

I have spent 3 hours on the phone to EDF today

Seriously? We humans are known for our exaggeration. Who would want to work in customer services?

The good news is that EDF is moving all its customer accounts to the Kraken Technologies platform (part of the Octopus Energy Group). 

I recently got moved and now the EDF experience is worse than it was before.

In what way? 

The whole portal which used to be a full featured website has been reduced to a few very basic options in a context menu. My meter readings were over estimated, as during the switch it lost connection to my smart meter and my balance reduced by about £500 even though I've only used about £100. My smart meter has now started sending new readings but the old balance is still missing. The mobile app now cuts off all the text and all of my old bills baring the last 2 are no longer on there (I do have copies). The chat feature has also been removed. I could go on....

Oh dear, sounds like they’re having a few teething problems, have you rang them to discuss it? I’m with EDF but still on the old system. 

pseudodox

I was moved to Kraken last month.  Yes there have been hiccups, but they were quickly sorted out to my satisfaction - see my post just now entitled "EDF migration to Kraken".  I find my online account has all the information I need, and I had no problem getting through on the phone today in less than 5 minutes and spoke with someone who listened, explained and knew what she was talking about.  My energy self-management/monitoring is very straightforward and I don't have any problems with my non-existent smart meter!  Online I can see all my readings, bills and payments going back to Nov 2022 when I first moved to EDF.

Have you tried updating the app?  I had to re-set my password when allocated my new Kraken system A/c number, as requested in an email from EDF in July.  They also re-set my DD reference with my bank to show my new A/c number.  I kept a close eye on all the changes and all was hunky dory.