EDF UTTER SHAMBLES...

forgotmyname

Phoned EDF to query why we have not received any bills since last year to find they switched us to email billing. Thought that was odd because
I never gave them an email unless they have it on file from when we were with Sainsbury's energy.  But that account didn't work, it would never
let me login after Sainsbury's Energy moved to British Gas and I stayed with EDF.

So they added a current email and sent me a password reset, still cannot login.  I did the email/password reset using the text message option at
15:40, 8pm I receive a text how can I help you.  I put password/email reset and reply less than 1 minute later and I get an instant reply "WE ARE OFFLINE".

So I cannot login again.


Whilst on the phone to them I queried the £100 a month increase, puzzled why it had gone up that much when our last bill (September 2023) showed
a £300 credit.  She is puzzled why the increase because we are almost £1000 in credit...  The mind boggles, teaches me for being lazy and not
phoning them sooner I guess.

So if your not on the ball they secretly switch you to email billing even though the email they used was not linked to the account and even though your in
credit and clearly paying more than enough each month they still increase the monthly payments.

Brie

The increase will be due to them trying to keep your account "safe" so you don't have financial distress in the future.  Which is all major poppyslop.  Tell them to send you a paper copy of the bill and all past bills as nothing has been sent to you.  Tell them also that you will be refusing to pay for anything more than 12 months old because of the 12 month rule for backbilling.  And tell them to refund any credit on your account within the next 10 days.  If they don't do all of these things you will be lodging a complaint.  

Going forward keep a record of every time you ring them, phone number, date, time and who you talk to .  

When you get your bills check what your annual use is, recalculate that on the current rates so you know how much you should be paying monthly.  Tell them that's what you will pay but only once they have refunded the full credit on the account.  

forgotmyname

I did ask for paper bills, them just cost cutting without informing the customer.  BUT WHY??? the increase when already in

credit by a fair amount?

I had an issue with British Gas years ago who kept swapping the monthly fee from not enough to extortionate.  I phoned

several times and said why can we not just choose a sensible figure like my yearly costs divided by 12.

Their answer was they must do what the computer says and she could not change the Direct Debit...  Simple solution then

I can just cancel it.. That seemed to do the trick, they REALLY did not want me to cancel the Direct Debit. Miracles happened

and she could suddenly adjust the DD amount after the threat to cancel it.

Regarding companies keeping accounts safe, mostly not.  I cannot log into NSI half of the time because it never sends the

code.  So safe I cannot access it.  It was not just me either I got a couple of people to try logging in and they did not

receive codes by test either.