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  • FIRST POST
    • Former MSE Samantha
    • By Former MSE Samantha 28th Jan 13, 4:14 PM
    • 23Posts
    • 6Thanks
    Former MSE Samantha
    Edf energy reviews: Give your feedback
    • #1
    • 28th Jan 13, 4:14 PM
    Edf energy reviews: Give your feedback 28th Jan 13 at 4:14 PM
    This is a feedback thread on energy supplier

    Edf Energy

    Please share your experience with other MoneySavers. Click reply to take part
    • Did your switch go smoothly??
    • Have you had problems since?
    • Is it easy to contact?
    The feedback comes as part of the

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Last edited by MSE Andrea; 12-09-2017 at 1:10 PM.
Page 2
    • thriftylass
    • By thriftylass 26th Apr 13, 11:50 AM
    • 3,335 Posts
    • 27,345 Thanks
    thriftylass
    I changed to EDF Blue + price promise last summer. It went without a problem. My initial DD for gas and leccy was £69 but that was based on my (too low) given number of consumption. It was since then put up to £106 over the winter which was just right and I'm now breaking even and even overpaying slightly this month. By unit price it is still cheaper than any other offer for our house and hopefully as we had reduced consumption from now (heating off, less lighting etc) the DD will reduce soon (or I'll ask for it). I also give them meter reading every month online.

    No problems what so ever
  • Wywth
    Well for me the story gets even more entertaining.

    Here's how it was left:



    Well, the bank were true to their word and the money was back, allowing me to pay my rent.

    Between then and now, EDF have tried to take a further £63! I asked using their online help why, apparently my DD was supposed to start April 1st (strange, I had agreed May 1st!)

    Now for the even more entertaining news - EDF did indeed refund, to an OLD (but active as it has an overdraft I'm paying off) bank account. Meaning that part of their refund has disappeared into an overdraft.

    I haven't found the strength to speak to them again about it, needless to say though having admitted the depression / mental health issues from the first attempt to set up a payment plan, I won't be allowing them to get off lightly.

    Pathetic, as soon as it's sorted I'm switching.
    Originally posted by murph_avfc
    murph_avfc - As per the Direct Debit Scheme rules, Originators are obligated to give advance notice of the amount and date of any collection to the payer.

    Failure to do so will give rise to a valid claim under the direct debit guarantee. Claims are to be made direct to your bank who should refund the amount immediately, and without question.

    If you ask the Originator directly(in this case, EDF), they should not refund you, but ask you to file a claim with your bank.

    These claims are monitored by the DD Originators Sponsor, and ultimately the sponsoring bank can withdraw the facility from the originator.
  • murph_avfc
    murph_avfc - As per the Direct Debit Scheme rules, Originators are obligated to give advance notice of the amount and date of any collection to the payer.

    Failure to do so will give rise to a valid claim under the direct debit guarantee. Claims are to be made direct to your bank who should refund the amount immediately, and without question.

    If you ask the Originator directly(in this case, EDF), they should not refund you, but ask you to file a claim with your bank.

    These claims are monitored by the DD Originators Sponsor, and ultimately the sponsoring bank can withdraw the facility from the originator.
    Originally posted by Wywth
    Thanks for that.

    Just about to call EDF to try and sort this mess out. They have refunded as well as the bank, so I need to work out who I owe the money to!

    Update: Poor woman, think I just ruined her afternoon/evening. Has said she will phone back (hmmm) because she needs to seek advice as it is quite a complex situation.

    I have suggested that seeing as I got a refund, and an extra refund to the wrong account, I will repay the refund 2 and call it quits on the outstanding amount - Well if you don't try!
    Last edited by murph_avfc; 26-04-2013 at 5:04 PM. Reason: Giving an update - no point in double post!
  • murph_avfc
    Well, no surprise there.

    Have my work number (constantly monitored as this laptop has my Voice over IP external number, and they have my mobile number)....1 hour later, no call!
    • MoneyMate
    • By MoneyMate 26th Apr 13, 6:43 PM
    • 2,876 Posts
    • 13,377 Thanks
    MoneyMate
    Scottish Power Better
    Came away from EDF December 2012 to Scottish Power, completely happy now, EDF even had to refund £350 which I had over paid in the past.
  • murph_avfc
    My issue has been escalated.

    The wrong account they refunded to was apparently my "active" account, and one can only have one active account at a time.

    Which is weird, they were quick enough to take £400+ and then attempt another £63 from an account that wasn't "active" and therefore according to their "system" "impossible."

    That said, as much as this site is for money saving and regularly highlighting bad service, I wish to put on record my praise for the Lynn at EDF who tried her hardest within her remit to sort things out for me.
  • Wywth
    Thanks for that.

    Just about to call EDF to try and sort this mess out. They have refunded as well as the bank, so I need to work out who I owe the money to!
    Originally posted by murph_avfc
    You owe the money to EDF.
    • happyinflorida
    • By happyinflorida 28th Apr 13, 10:20 PM
    • 699 Posts
    • 589 Thanks
    happyinflorida
    EDF have been the worst energy company I've ever had the misfortune to go with.

    I used an energy comparison site - I think it was "Money supermarket" and it recommended EDF so I went with it. I heard nothing from them for ages, then got an email and nothing else.

    I rang them to cancel as I was very unimpressed so far. Got told they'd had nothing from MS so couldn't cancel. Did this every day for a week, getting no where. One of their employees even said he'd keep an eye out for my contract and cancel it when it came through, he didn't!

    Finally rang them again and said "Cancel" - the man told me the contract I was on was fixed in price for one year - so I agreed to stay with them - this turned out to be completely untrue, the prices went up twice in the 1st year with them.

    I tried to cancel - that took months as they couldn't sort anything out!

    I didn't get one bill the whole time I was with them - I couldn't access my account online either and it took nearly one year to set up a direct debit!

    When I finally managed to cancel I complained about what had happened and when I finally got one bill for electricity and the gas bill came 5 months later (?!) I complained that the prices had gone up when I'd been told they wouldn't.

    They then told me they'd listened to the phone call and I hadn't been told anything of the sort! They lied.

    I later asked for a transcript and cd of the phone call - they then had the cheek to tell me that it came under the Date Protection Act and I'd have to fill in a form, sending proof of address and ID and pay £10 - I told them it wasn't and asked for them to state what section of the Act it came under, they didn't and just kept getting debt collection agencies onto me!

    Finally I sent the form back - without proof of ID or address or payment and said unless they could quote the law it came under they had better send me what I'd asked for - I got it by return of post and discovered I was right in that I'd been lied to!

    So now I'm trying to find out what I can do about this, as I believe the contract is void and I'm hoping it's non payable or at least to get a large amount of compensation for all this hassle - it's been going on for over a year, not to mention the complete mess it's been the whole time I was with them.

    Do not go with EDF - not for anything, they are not cheaper, their staff lie - they are the WORST company.

    I'm with the Co-Op now and so far they've been fine.
  • murph_avfc
    You owe the money to EDF.
    Originally posted by Wywth
    Thanks, that makes sense.

    So apparently a nationwide account is my active bank account.

    Which is why they attempted to take a further £63 DD from my Barclays bank account.

    I cancelled the DD in plenty of time, I don't want anymore money going either to or from EDF until we get the issue resolved, else it will just continue to get more complicated!

    • THERAPHOSA
    • By THERAPHOSA 30th Apr 13, 2:31 PM
    • 19 Posts
    • 12 Thanks
    THERAPHOSA
    Customer service- non existant
    It was a long while a go. I was working at home on my computer and suddenly it switched off. I have discovered that EDF "van man" was fixing something for my neighbors and had cut the power. When I went out to complain that because of his actions I have lost some data, he tried to pull the wool over my eyes that he had knocked on the door to warn. I later wrote a complaint to EDF customer service and have received no reply what so ever.
    • Cordie
    • By Cordie 30th Apr 13, 2:56 PM
    • 205 Posts
    • 297 Thanks
    Cordie
    I went with EDF a couple of years ago when they were offering £100 to move suppliers. They tried all ways not to pay me the money but I had kept a detailed account of names dates and even time of day when I joined so I was eventually paid.

    I find it much easier and more productive to use email rather than the telephone if I have an issue and it's definitely far less stressful.
  • Wywth
    Thanks, that makes sense.

    So apparently a nationwide account is my active bank account.

    Which is why they attempted to take a further £63 DD from my Barclays bank account.

    I cancelled the DD in plenty of time, I don't want anymore money going either to or from EDF until we get the issue resolved, else it will just continue to get more complicated!

    Originally posted by murph_avfc
    Either EDF have a very good crystal ball (if so, perhaps they could give me the lottery numbers for this weekend? ), or you gave EDF your Barclays Bank details

    You can confirm the bank account from which EDF will attempt to collect payment using the EDF Online MyAccount page
  • murph_avfc
    Either EDF have a very good crystal ball (if so, perhaps they could give me the lottery numbers for this weekend? ), or you gave EDF your Barclays Bank details

    You can confirm the bank account from which EDF will attempt to collect payment using the EDF Online MyAccount page
    Originally posted by Wywth
    That is fine, and fortunately as a sarcastic person myself I appreciate the humour

    It does not explain why EDF Energy sent me £486 to my Nationwide account. Unless of course, it's a good will gesture - in which case if they could kindly confirm this, so I could get off down the pub to crack open the Moet.

    Edit: Pub trip as it is long past Midday in India.

    Edit 2: I can't even submit my meter readings now, it's trying to tell me to switch the two electricity readings (on an E7 meter) around. Nice try EDF, but I don't think even your estimates are out by 9,000 units.
    Last edited by murph_avfc; 01-05-2013 at 10:44 AM.
    • ceefercat
    • By ceefercat 2nd May 13, 10:18 PM
    • 24 Posts
    • 4 Thanks
    ceefercat
    My experience with EDF Energy
    This is going to be a long post so apologies in advance.

    Last August I had a call from uSwitch and I was recommended EDF Energy's Blue + Price promise September 2013,I think I must have filled in an online survey (I have MS which may become more relevant further on). It was at the time when British Gas announced huge profits and the man said he'd like a pound for everyone who had expressed anger and dismay about that - looking back, uSwitch must have made quite a lot in commission around that time So I gave all my details, especially including the amounts of my monthly direct debits and thought I had done the right thing to save myself some money.

    But when I saw my first bill, I realised that I was worse off because British Gas didn't have a standing charge (although I see they do now) and my MS brain didn't think to ask the uSwitch man if EDF had a standing charge.I had used no gas for 6 months so that bill had been £0. So straight away,I was over £131 worse off a year due to just the standing charge.. When I saw my bank statement I saw that EDF had only taken £34 instead of £64 so I rang to query this and I was told that nothing could be done about it till my next review in 6 months. I took it upon myself to make payments of the extra £30 (although,looking back on my EDF statements,I did miss one and I could put that down to being unwell with MS), so that I wouldn't be landed with a huge bill at the end of that 6 months. I read my meters last month and the figures weren't too bad but I was shocked to see that, because my account showed a debit of £21, they wanted to put my direct debit up to £119 from 6th May. I had an online chat with someone because the phone line was closed and I couldn't get into my account. I also mentioned my feelings about the £119. During that chat, I had to register online again with EDF and eventually I was given the number for the direct debit department. I rang them today to query the £119 on the 6th May and the woman told me that my account is now in credit because they took the £119 yesterday. It just didn't occur to me today to say "but my bill shows you'll take it on or after Monday's date". I already told them it had screwed up my bank account but I thought I must have made a mistake about the date (MS brain again, always thinking I must have got things wrong) when I first rang this morning.

    I've explained till I'm blue in the face that I have my thermostat set at 16C because I'm comfortable with that and that obviously means that I shall only use gas for hot water until the winter but they wouldn't back down. And that reminds me that, each time I've submitted my gas meter reading, their system hasn't allowed me to do so because it thinks the reading is wrong because it's lower than their system thinks it should be. I said that I would find another supplier - the trouble with that is that there doesn't seem to be anyone cheaper so I've kind of shot myself in the foot there

    I also pointed out today that if EDF had taken the £64 payment I specified at the start, my account would have been in credit. So I shall phone again tomorrow and see what they say about taking it too early.

    Has anyone any advice please?
    Last edited by ceefercat; 02-05-2013 at 10:22 PM. Reason: I needed top add a sentence
    Take nothing but pictures, kill nothing but time, leave nothing but footprints to show you came by




  • Wywth
    This is going to be a long post so apologies in advance.

    Last August I had a call from uSwitch and I was recommended EDF Energy's Blue + Price promise September 2013,I think I must have filled in an online survey (I have MS which may become more relevant further on). It was at the time when British Gas announced huge profits and the man said he'd like a pound for everyone who had expressed anger and dismay about that - looking back, uSwitch must have made quite a lot in commission around that time So I gave all my details, especially including the amounts of my monthly direct debits and thought I had done the right thing to save myself some money.

    But when I saw my first bill, I realised that I was worse off because British Gas didn't have a standing charge (although I see they do now) and my MS brain didn't think to ask the uSwitch man if EDF had a standing charge.I had used no gas for 6 months so that bill had been £0. So straight away,I was over £131 worse off a year due to just the standing charge.. When I saw my bank statement I saw that EDF had only taken £34 instead of £64 so I rang to query this and I was told that nothing could be done about it till my next review in 6 months. I took it upon myself to make payments of the extra £30 (although,looking back on my EDF statements,I did miss one and I could put that down to being unwell with MS), so that I wouldn't be landed with a huge bill at the end of that 6 months. I read my meters last month and the figures weren't too bad but I was shocked to see that, because my account showed a debit of £21, they wanted to put my direct debit up to £119 from 6th May. I had an online chat with someone because the phone line was closed and I couldn't get into my account. I also mentioned my feelings about the £119. During that chat, I had to register online again with EDF and eventually I was given the number for the direct debit department. I rang them today to query the £119 on the 6th May and the woman told me that my account is now in credit because they took the £119 yesterday. It just didn't occur to me today to say "but my bill shows you'll take it on or after Monday's date". I already told them it had screwed up my bank account but I thought I must have made a mistake about the date (MS brain again, always thinking I must have got things wrong) when I first rang this morning.

    I've explained till I'm blue in the face that I have my thermostat set at 16C because I'm comfortable with that and that obviously means that I shall only use gas for hot water until the winter but they wouldn't back down. And that reminds me that, each time I've submitted my gas meter reading, their system hasn't allowed me to do so because it thinks the reading is wrong because it's lower than their system thinks it should be. I said that I would find another supplier - the trouble with that is that there doesn't seem to be anyone cheaper so I've kind of shot myself in the foot there

    I also pointed out today that if EDF had taken the £64 payment I specified at the start, my account would have been in credit. So I shall phone again tomorrow and see what they say about taking it too early.

    Has anyone any advice please?
    Originally posted by ceefercat
    If you have the ability to post on MSE, you have the ability to input your consumption data into one or more comparison sites.
    If you decide to switch energy supplier because someone calls you and ask you to switch, that's up to you.

    The rules of the Direct Debit scheme state you must be given advance notice of the amount and date any DD collection is to be made.
    Failure to do this correctly will allow the payer to make a valid claim under the terms of the DD guarantee. Such claims should be made direct to your bank who will be obligated to make an immediate refund.
  • murph_avfc
    Well - My EDF balance is now increased to owing them a further £400+ due to the double refund that they said was impossible!

    My active bank account has now switched back to Barclays conveniently!
    • ceefercat
    • By ceefercat 3rd May 13, 11:55 AM
    • 24 Posts
    • 4 Thanks
    ceefercat
    If you have the ability to post on MSE, you have the ability to input your consumption data into one or more comparison sites.
    If you decide to switch energy supplier because someone calls you and ask you to switch, that's up to you.
    Originally posted by Wywth
    In an ideal world everyone could live without something like MS and have their wits about them 24/7 and yes, I will use it as an excuse because it's true. Hindsight is a wonderful things, smugness not so much. But this isn't an ideal world and just because I can do one thing, it doesn't automatically qualify or enable me to do another, but you're entitled to your thoughts, as am I. There are times when my mind functions OK but these aren't the norm for me and can't be conjured up at will - when someone asks me a question, the answer doesn't necessarily spring straight to mind although it may dawn on me some time later. But that doesn't help me at the earlier time, does it? I had already inputted my information on a comparison site - I believe that's what uSwitch is - so please don't patronise me just because I omitted that (MS brain not at work). One enters one's information, including phone number, then uSwitch swings into action, isn't that how a comparison site works? Although if one uses any other site, it's someone from the company one has chosen who calls.

    This morning I've spoken to a very nice lady at EDF who has 1) explained that they apply for a DD 3 days before its due date - in this case it was Wednesday because of the bank holiday on Monday - and 2) given me her direct dial number to ring her on Tuesday so that she can arrange a refund of the £55 (the overpayment) and I am also to ring her in June with a meter reading so she can set the DD correctly. Even she agreed that I shall be using hardly any gas over the summer and my autumn/winter consumption is very low.
    Last edited by ceefercat; 07-05-2013 at 12:57 PM.
    Take nothing but pictures, kill nothing but time, leave nothing but footprints to show you came by




  • lucmand
    Should have never switched to EDF!!!!
    So I was previously with NPower (5 years and no problems) for dual fuel plus we received a discount yearly of £100. We paid £77 per month DD.

    I always compare the market each yr to make sure we get a good deal so we switched to EDF Blue Price Promise using both DD figures and actual usage. Now found that our dual fuel usage is underestimated and we now owe £370 I have never owed an Energy supplier (over last 20 yrs) in fact normally I have received the odd credit. I have made a formal complaint EDF are investigating and we will pay the £370 but we will be leaving EDF a.s.a.p.

    It is my fault I knew they had terrible customer service but thought Blue Price was a good deal. Checking all the 'mummy forums' there are allot of families who are facing huge bills because EDF is either underestimating usage or messing up their bills. I am so upset because £370 is allot of money I could have used to pay for my young son's lessons, hobbies etc.

    Lesson learnt never use EDF
  • murph_avfc
    Well - My EDF balance is now increased to owing them a further £400+ due to the double refund that they said was impossible!

    My active bank account has now switched back to Barclays conveniently!
    Originally posted by murph_avfc
    So - I cancelled the DD to stop money going backwards and forwards until this got sorted after they attempted to take the Direct Debit 2 weeks before they were supposed to (and once more seemingly after I cancelled the DD) I advised EDF of this and the CSA agreed with my viewpoint, especially given I had mentioned Depression issues and we shouldn't be making this situation anymore complex.



    So I've had a new bill calculated with all this money in and money out.

    I have £311 credit (Cancelled your charges)
    Goodwill Payment £486.96.

    Then 3 x £486.96 CHARGE "Refund" "Bill Adjustment" "Payment Adjustment.

    Leaving me at £661.99.

    They've then decided I haven't paid them seemingly at all since July 2012, and that I now owe them £1778.06. Fortunately I still have the money they somehow managed to send to my OLD bank account (a refund for the money they took from my NEW account) minus what was lost due to having an overdraft on it, so that should take us back down to the £1,300 mark!

    Written complaint now sent, will be following up with a phonecall later on to try and work out what the hell is going on.

    Utter madness - I seem to be in a never ending cycle.

    One question to ask you all however as I'm thinking of making sure I pay for my ongoing usage - do I:

    1. Switch immediately, and deal with EDF as a seperate issue - Negative I see, EDF not being quite so willing to co-operate due to no longer being a customer.

    2. Stick with EDF until the matter is resolved - Negative I see, possibly further complicating the matter.
    Last edited by murph_avfc; 17-05-2013 at 7:51 AM.
  • murph_avfc
    Okay update time - had a call back.

    The money lost in overdraft land is not being reclaimed by EDF as a "goodwill gesture." I did suggest that this was not going to compensate for the stress it has caused me, but was politely informed that the DD gaurentee states in theory I should be paying the whole lot back, and that £130 is a fairly good "goodwill gesture."

    Seems the other charges (subject to another check of my own) balance out, so I do owe EDF approx. £1,400 for all usage up to this point (though will go down slightly as they've over-estimated my electricity usage). Have offered a 24-month repayment plan, that will stay in place even if I switch energy supplier.

    The following lessons have been learnt today by me:

    1. When someone says they're going to call you back 9/10 times they won't.

    2. EDF aren't the best at customer service per se, but a couple of individuals have been great.

    3. Even though both meters are in a dark damp cellar - take regular readings!

    4. I'm paying £40 to offset something? To heck with that!

    Still a bit disappointed with the way I've been treated, but then again I did say all I wanted was a resolution!
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