No emergency credit facility on prepayment smart meter

Ashsav

I’m with EDF for both my gas and electric and there is no emergency credit set up for my electric meter. I’ve contacted EDF about it several times over the last 6 months and I’m getting nowhere. Each time I contact them I have to explain it all over again despite them saying they’ll look into it.

Having read up on Ofgem’s measures, It appears that those on a prepayment meter should have emergency credit available.

Where do I stand on this? It is impossible to get through on the phone no matter what time of day I call so I’m stuck having WhatsApp chats with EDF.

Has anyone else had this issue or can offer some advice on what I can do?

Gerry1

Ditch and switch !

QrizB

EDF's customer service can be woeful. I ageree with Gerry1 that you might get better service elsewhere.

In the meantime, can you keep your meter in credit so you don't need the emergency option?

amcg100

Hi

The trouble with Whats App etc is that it is not a formal piece of correspondence which you can retain as evidence. EDF have a customer service e- mail address     <hello@edfenergy.com>

Suggest you write to them and tell them you want it fixed.

Ashsav

Gerry1 said:

Ditch and switch !

My contract ends in February so I think I’m going to!

Ashsav

QrizB said:

EDF's customer service can be woeful. I ageree with Gerry1 that you might get better service elsewhere.

In the meantime, can you keep your meter in credit so you don't need the emergency option?

I’m definitely going to shop around. I’m usually ok with staying in credit but this month has been so long and it just seems to be running out rapidly every time I top up 

Ashsav

amcg100 said:

Hi

The trouble with Whats App etc is that it is not a formal piece of correspondence which you can retain as evidence. EDF have a customer service e- mail address     <hello@edfenergy.com>

Suggest you write to them and tell them you want it fixed.

Well that’s interesting and is certainly not something that EDF disclose 🤣 thank you for the email address, I’ll be contacting them in the morning 

lohr500

amcg100 said:

Hi

The trouble with Whats App etc is that it is not a formal piece of correspondence which you can retain as evidence. EDF have a customer service e- mail address     <hello@edfenergy.com>

Suggest you write to them and tell them you want it fixed.

Are you saying that a WhatsApp chat transcript is not acceptable as evidence of any agreement/discussion?
Or that you can't retain WhatsApp history? I have WhatsApp messages on my phone going back to April 2021 with EDF, despite two changes of mobile phone since that date.