No emergency credit facility on prepayment smart meter

Ashsav
Ashsav Posts: 7 Forumite
Second Anniversary First Post
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?

Comments

  • Gerry1
    Gerry1 Posts: 10,836 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Ditch and switch !
  • QrizB
    QrizB Posts: 16,459 Forumite
    10,000 Posts Fourth Anniversary Photogenic Name Dropper
    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?
    N. Hampshire, he/him. Octopus Intelligent Go elec & Tracker gas / Vodafone BB / iD mobile. Ripple Kirk Hill member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 3.6kw inverter. 33MWh generated, long-term average 2.6 Os.
    Not exactly back from my break, but dipping in and out of the forum.
    Ofgem cap table, Ofgem cap explainer. Economy 7 cap explainer. Gas vs E7 vs peak elec heating costs, Best kettle!
  • amcg100
    amcg100 Posts: 281 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    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.

    If a man does not keep pace with his companions, then perhaps it is because he hears a different drummer. Let him step to the music he hears, however measured or far away. thoreau
  • Ashsav
    Ashsav Posts: 7 Forumite
    Second Anniversary First Post
    Gerry1 said:
    Ditch and switch !
    My contract ends in February so I think I’m going to!
  • Ashsav
    Ashsav Posts: 7 Forumite
    Second Anniversary First Post
    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
    Ashsav Posts: 7 Forumite
    Second Anniversary First Post
    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
    lohr500 Posts: 1,306 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    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.
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