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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 Former MSE Andrea; 12-09-2017 at 1:10 PM.
Page 14
    • Quentin
    • By Quentin 26th Jun 19, 5:21 PM
    • 40,482 Posts
    • 24,548 Thanks
    Quentin

    Maybe someone else on these forums has the Ts&Cs for your tariff who can help you out.
    Originally posted by Consumerist
    https://www.edfenergy.com/sites/default/files/r1223r883.pdf


    Does include the agreement to have a smart meter installed
    • Consumerist
    • By Consumerist 26th Jun 19, 5:47 PM
    • 5,271 Posts
    • 2,638 Thanks
    Consumerist
    https://www.edfenergy.com/sites/default/files/r1223r883.pdf
    Does include the agreement to have a smart meter installed
    Originally posted by Quentin
    Thanks Quentin.


    The only other option for the OP might be to see if the requirement was included in the tariff's Key Facts document. If not, the ombudsman might take the view that the requirement was "buried" in the Ts&Cs.
    Last edited by Consumerist; 26-06-2019 at 5:49 PM.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • Robisere
    • By Robisere 26th Jun 19, 5:56 PM
    • 2,943 Posts
    • 4,084 Thanks
    Robisere
    Been with EDF for >8 years now. The few problems I have had in that time, have been dealt with efficiently and courteously. I cannot understand anyone having trouble with their CS: I use the online Chatline and usually converse with someone whose name is obviously 'not from around here'. I have never had trouble in any of the many convo's I have had.

    My last tariff choice was fairly recent: online & paperless only, Elec & gas, Blue+Price Freeze, May 21 v2, which takes me to May 2021 and gave me a £10 monthly reduction. I will probably get the usual "heads up" from EDF well before that ends, in order to choose another tariff.

    I don't have, don't want a smart meter, EDF acknowledge my choice. I send a meter reading online every month and I get regular updates. My whole EDF customer experience has been good, why should I switch?
    I think this job really needs
    a much bigger hammer.
    • jmatt81
    • By jmatt81 27th Jun 19, 11:22 AM
    • 14 Posts
    • 5 Thanks
    jmatt81
    Switched to EDF in January and have been paying £54pm. A bill was produced at the end of April showing I was in debit by £98 and they had transposed my day and night reads. This was fixed two weeks ago and I am now £63 in credit.

    They advised my direct debit will go up to £201pm from 1 August to ensure my account balance is zero come November. I filled in their online form saying this was too high and there is no way I would use £800 of electricity in 4 months. They said the £201 would remain unchanged.

    I am now switching to Bulb (zero exit fee) who will repay the EDF exit fee (£35) as a credit to my account. I will then switch away to a company with good rates who doesn't quadruple payment requests.
    • kes 65
    • By kes 65 27th Jun 19, 1:31 PM
    • 11 Posts
    • 2 Thanks
    kes 65
    Mandatory smart meters with Easy Online Tarriff
    M.S.E is the only comparison site that fails to state all the important T&c's.
    Even their sister site [moneysupermarket] states you have to agree to a smart meter AND you will not have access to their phone lines [live chat ONLY].
    This is why I left after 6 years.
    I emailed M.S.E. to ask why they don't state this.They said smart meters are NOT mandatory with Easy Online Tarriff's .But they ARE because I called EDF and asked them !!
    • SysExJohn
    • By SysExJohn 24th Jul 19, 4:03 PM
    • 4 Posts
    • 0 Thanks
    SysExJohn
    I'm now in the throes of a dispute with EDF over, guess what, direct debit payments.
    I had set my monthly DD to £72 but after the first reading, in January, they decided to reduce it to £22.
    I didn't notice the paragraph on the first page of the first bill where they said they were going to do this.

    Now, early July, after the second reading they want to increase my DD to £421 /month.
    No, I haven't mistyped that, four hundred and twenty one pounds per month.


    I rang up and remonstrated with them and they reset the DD to £72, but I'm now more than £200 in arrears. I just received a call from someone and I'm ashamed to say I totally blew my cool with them.


    Should I just tell my bank to cancel the DD forthwith and cope with the consequences?
    I'm a pensioner in my 70s, if they decide to change the DD for the worse I'll be sunk.


    What do I do?
    Any help would be greatly appreciated.
    • Consumerist
    • By Consumerist 24th Jul 19, 4:48 PM
    • 5,271 Posts
    • 2,638 Thanks
    Consumerist
    I'm now in the throes of a dispute with EDF over, guess what, direct debit payments.
    I had set my monthly DD to £72 but after the first reading, in January, they decided to reduce it to £22.
    I didn't notice the paragraph on the first page of the first bill where they said they were going to do this.
    Now, early July, after the second reading they want to increase my DD to £421 /month.
    No, I haven't mistyped that, four hundred and twenty one pounds per month.
    I rang up and remonstrated with them and they reset the DD to £72, but I'm now more than £200 in arrears. I just received a call from someone and I'm ashamed to say I totally blew my cool with them.
    Should I just tell my bank to cancel the DD forthwith and cope with the consequences?
    I'm a pensioner in my 70s, if they decide to change the DD for the worse I'll be sunk.
    What do I do?
    Any help would be greatly appreciated.
    Originally posted by SysExJohn
    If they have confirmed in writing that the DD has been restored to £72pm then I would sit tight. If they take more then you can ask your bank to refund it under the DD guarantee.

    If the last you had in writing was the rise to £421pm then your options are more limited. You could start their complaints procedure objecting to the level of increase and (politely) demanding an explanation of how it was calculated.

    You could cancel the DD at your bank if the £421 would cause you problems - but I would advise EDF in your complaint that this is what you have done until the matter is resolved.

    There is the risk that EDF will transfer you to a more expensive tariff if you cancel the DD but this should be resolved by the ombudsman if the matter goes that far.

    Good luck.
    Warning: In the kingdom of the blind, the one-eyed man is king.
    • SysExJohn
    • By SysExJohn 25th Jul 19, 2:26 PM
    • 4 Posts
    • 0 Thanks
    SysExJohn
    Thanks for your response, Consumerist.
    What I did just notice, on the latest bill, is that I can now switch without paying an exit fee.
    So I've used this site to find me another deal and switched back to Tonik.

    I was with them before EDF.
    I rang the bank and cancelled the direct debit mandate with EDF.
    I'll probably inform them, in a while, that I've cancelled it.
    We'll see what happens.
    • Juliewoowa
    • By Juliewoowa 6th Aug 19, 8:11 PM
    • 2 Posts
    • 0 Thanks
    Juliewoowa
    Having just moved to EDF I thought it would be easy to manage my account online - but oh no! You dont get bills more than every six months so you have no idea if you are paying too much or too little - what is the point of an online account that doesnt give you any relevant information - will be switching again soon!
    • Gerry1
    • By Gerry1 6th Aug 19, 8:30 PM
    • 846 Posts
    • 516 Thanks
    Gerry1
    Smart meters are NOT mandatory with Easy Online Tariff
    M.S.E is the only comparison site that fails to state all the important T&c's.
    Even their sister site [moneysupermarket] states you have to agree to a smart meter AND you will not have access to their phone lines [live chat ONLY].
    This is why I left after 6 years.
    I emailed M.S.E. to ask why they don't state this.They said smart meters are NOT mandatory with Easy Online Tarriff's .But they ARE because I called EDF and asked them !!
    Originally posted by kes 65
    Sorry, MSE are correct and you are wrong ! Section 3.5 of the Ts & Cs state:-

    "It is your choice whether or not you would like to have a Smart meter installed at your property. By signing up to this tariff you agree to having a Smart meter fitted when weíre installing them in your area, and to us contacting you to ask you to book an appointment for its installation. However, if you do not wish to have a Smart meter installed you may, at any time, inform us that you are opting out of having a Smart meter."
    Last edited by Gerry1; 06-08-2019 at 8:34 PM.
    • kes 65
    • By kes 65 6th Aug 19, 10:25 PM
    • 11 Posts
    • 2 Thanks
    kes 65
    I'm only in the " wrong" because three different EDF STAFF told me smart meters were definitely mandatory.
    Live Chat , phone conversation and email .
    Also, all the other comparison web sites that displayed the wrong info in June need putting in their place by you as well
    • Gerry1
    • By Gerry1 6th Aug 19, 10:40 PM
    • 846 Posts
    • 516 Thanks
    Gerry1
    I'm only in the " wrong" because three different EDF STAFF told me smart meters were definitely mandatory.
    Live Chat , phone conversation and email .
    Also, all the other comparison web sites that displayed the wrong info in June need putting in their place by you as well
    Originally posted by kes 65
    Nope, I'm not aware of any such sites and life's too short anyway...

    However, I'll happily change it to 'you have been misinformed' or 'you are incorrect' if it would help to calm you down !
    • mac.d
    • By mac.d 7th Aug 19, 10:30 AM
    • 924 Posts
    • 773 Thanks
    mac.d
    As the posts back and forth between the EON reps and people on this forum have shown, whether its customer service reps, letters, terms & conditions or anything else, the lines between smart meters being mandatory or optional on certain tariffs are completely unclear and often at odds with one another. So its not necessarily just a simple right or wrong answer to this, and if you are dead set against having a smart meter, just make sure you check terms & conditions for any suggestion you can choose to opt out, and save them so you can argue your case if and when they contact you to install a smart meter.
    • Ageing Stick Insect
    • By Ageing Stick Insect 12th Aug 19, 9:58 AM
    • 239 Posts
    • 89 Thanks
    Ageing Stick Insect
    @Gerry1, My deal with EDF expires on 30 September and I see the only deal they're now offering includes a mandatory option to agree to a smart meter being installed. But your post suggests the customer can opt out so I'm somewhat confused by the mandatory bit.


    Can anyone who has signed up to a new deal confirm EDF accepted the customer's refusal to have a smart meter installed? I have switched providers before but I haven't had any problems with EDF and submit meter readings every 3 months which they seem happy with.


    I have solar panels installed and remain concerned about how they will be affected by a smart meter. But my primary concern is any energy company monitoring when I use power and how much.
    Cheers,
    Ray.


    3.84kWp Panasonic / Solar Edge
    1.44kWp ESE, 1.2kWp SSW, 1.2kWp WNW
    • EnergyTwist
    • By EnergyTwist 12th Aug 19, 10:08 AM
    • 141 Posts
    • 93 Thanks
    EnergyTwist
    I can confirm that the installation of smart meters are not compulsory
    • Ageing Stick Insect
    • By Ageing Stick Insect 12th Aug 19, 10:15 AM
    • 239 Posts
    • 89 Thanks
    Ageing Stick Insect
    I can confirm that the installation of smart meters are not compulsory
    Originally posted by EnergyTwist

    Thanks. Then it does beg the question why they allow the customer to opt out. I know the energy companies are under pressure from the Govt to get these meters installed with fines if they fail to meet targets. So how does the customer opting out help them meet those targets?


    Is it just a case of them showing they have offered a smart meter and that satisfies the requirement? Seems odd but perhaps EDF and the others are afraid of losing customers. I certainly would switch without the opt-out. As things stand I'll probably sign up.


    I suppose I will continue to be 'nagged' to accept one. That's just how things are going.
    Cheers,
    Ray.


    3.84kWp Panasonic / Solar Edge
    1.44kWp ESE, 1.2kWp SSW, 1.2kWp WNW
    • Gerry1
    • By Gerry1 12th Aug 19, 10:25 AM
    • 846 Posts
    • 516 Thanks
    Gerry1
    @Gerry1, My deal with EDF expires on 30 September and I see the only deal they're now offering includes a mandatory option to agree to a smart meter being installed. But your post suggests the customer can opt out so I'm somewhat confused by the mandatory bit.
    Originally posted by Ageing Stick Insect
    I don't have any inside information, I just noted that the energy companies' blurb about smart meters being compulsory often does not match up with the small print in the Ts &Cs, which typically state that you only need to agree to being contacted or whatever.

    Several companies have been taken to task for wrongly telling customers that smart meters are compulsory (or craftily implying that this is the case), so I suspect that some 'smart looking' tariffs are similarly unenforceable.
    • EnergyTwist
    • By EnergyTwist 12th Aug 19, 10:48 AM
    • 141 Posts
    • 93 Thanks
    EnergyTwist
    Thanks. Then it does beg the question why they allow the customer to opt out. I know the energy companies are under pressure from the Govt to get these meters installed with fines if they fail to meet targets. So how does the customer opting out help them meet those targets?
    ....
    Originally posted by Ageing Stick Insect
    Presumably in a similar way it's hoped to work with organ donation
    https://www.bbc.co.uk/news/health-45056780

    When opt out, as opposed to opt in, was introduced in Wales, it was hoped the system would increase donors by 25%
    https://www.bbc.co.uk/news/uk-wales-34964382
    • Ageing Stick Insect
    • By Ageing Stick Insect 12th Aug 19, 10:56 AM
    • 239 Posts
    • 89 Thanks
    Ageing Stick Insect
    I don't have any inside information, I just noted that the energy companies' blurb about smart meters being compulsory often does not match up with the small print in the Ts &Cs, which typically state that you only need to agree to being contacted or whatever.

    Several companies have been taken to task for wrongly telling customers that smart meters are compulsory (or craftily implying that this is the case), so I suspect that some 'smart looking' tariffs are similarly unenforceable.
    Originally posted by Gerry1

    I'm pleased they are not enforcable but if it was the company's policy that they were it seems odd they are backing down. Customers are free to choose another provider of course but if they all had that madatory policy then it does effectively become mandatory.


    This forum is a god-send. Without it I would never have known I have the right to refuse. Long may it continue!
    Cheers,
    Ray.


    3.84kWp Panasonic / Solar Edge
    1.44kWp ESE, 1.2kWp SSW, 1.2kWp WNW
    • Zimmerman1
    • By Zimmerman1 19th Aug 19, 10:39 PM
    • 1 Posts
    • 0 Thanks
    Zimmerman1
    Beware exit fees when switching tariffs
    I was on an MSE exclusive EDF tariff with expiry on 30th September 2019. In early June, following recommendation of MSE Cheap Energy Club, I initiated switch to new tariff Online Exclusive Jul20v3. Heard nothing from EDF until 9th August when they informed me by email my switch was effective from 13th June'19!
    I then received final bill for the earlier tariff and they charged me £70 for switching tariffs too early, despite remaining with same EDF supplier!! Maybe this was in the terms of the MSE switch info but, if so, I missed it.
    Phoned EDF to express my dissatisfaction and after some discussion with a manager they agreed to give me credit for the £70 as a 'one off'.
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