EDF Reviews 141

Poor Pensioner with both Health and Mobility Issues
Following my Review concerning the above posted on 29/06/2022 I was contacted by a lady called Allison from their Complaints Department who said that she would look into the Issues Raised with respect to My Account.
I was then contacted by another lady in The Complaints Department called Kirsty who informed me on the 07/07/2022 that after looking at the entries and Other Information on My Account that whilst they could not Refund the Excess Payment taken from my Bank Account in May 2022 I would receive the Current Credit Balance of £83 from my June 2022 Quarters Invoice.
I would like to thank Allison and Kirsty and anyone else at EDF who were involved in sorting this out for me.
I would also like to recommend both Kirsty and Allison for promotion, extra holidays and a pay rise.
I would further point to whoever it may concern at EDF that if they contact me directly I will explain how they can make some very simple, no-low cost changes to the way that they deal with their customers on a day to day basis which could quickly make them the GO TO SUPPLIERS OF GAS AND ELECTRICITY IN THE UK.
Thank you

Had to use their on line service for a query on a bill as this is the route they want you to use if you have an on line tariff. After not getting a satisfactory response after trying for nearly a week I eventually resorted to the phone and the problem seems was sorted within a few minutes. The on line service is ok but lts annoying when you have to keep chasing an answer and also irritating that the thread does not remain open so you have to keep going through the verification process. I quite like having an on line service but having used this over the last week it does need more work to improve the customer experience

I contacted Edf france in two occasions once in english and another time in french. Neither email was acknowleged or replied to!
Today I contacted the english telephone number and eventually was passed to a member of staff. They didn't really understand my concerns and they disappeared to seek further advice. After 19 minutes on the phone I was cut off!!!
A fine example of customer service!!! Email service or telephone doesn't work , what can I do next???😡😡😡😡

This is an update on a review I did 3 days ago . Today I have spoken to a lass called Jennifer who was pleasant , helpful and resolved my problem very quickly . She took it upon herself to apologise for my bad experiences and assured me it was not the level of service expected from edf and that a follow up will be undertaken to assure that the advisor is made aware. I could not fault Jennifer in anyway, she was extremely professional and very pleasant.

I have just resolved my long-standing issue with EDF, on a positive note, all due to Mikesh Deeplall.

I had been trying to change my account type for nearly a year and wasn't getting anywhere, until Mikesh Deeplall came to my rescue. He listened, made promises and actioned them, all the time remaining polite, friendly, with a touch of humour. I cannot praise him enough. He was in complete contrast to the other people I had to deal with at EDF.

Thank you Mikesh Deeplall.

The worst service from an energy company I ever got. After having totally messed up my smart meter installation 3 times in a time span of 4 months with "oh, I have no ladder", "oh my ladder is not long enough", "I am not ladder trained", they convinced me to let them have a fourth go in installing a smart meter. I once again shared pictures and details about the high location the meter was installed but was assured that this time they would get it right .. surprise surprise they did not

They did not even show up, were suppose to show up between 8 - 12 and finally got a call at 11:30 mentioning they are running late 12 - 1pm. I asked if they at least were with two and had a ladder long enough , an "oh, I will check" did not provide much confidence.

After that it went all quiet, no response, no technicians and get stuck in a voice mail when I try to call back the CONTRACTOR that EDF is using, who's voice mail says I need to call EDF

Tried making dense of this all via EDF chat in my on-line account only to get the usual "let me see if you are eligible for a smart meter installation" ...

@EDF, don't even try to put the blame at the CONTRACTOR, as far as I'm concerned ; I have a contract with YOU, which I will soon cancel when I change my supplier.

Worst service evvah !

Absolute crooks
I tecommend everyone cancels their DD to this company
Otherwise they have access to your account and will just take whatever they want without asking

Have been complaining now for 2 months that my smart meters don’t work. Can’t receive bills as they can’t get readings no one seems competent to help me or solve the problem

Impossible to speak to anyone at EDF about changing my tariff. I've been googling customer service numbers and firstly, there's so many different numbers online and when I try any of them, I can't get through. Why do you make it so difficult for your customers to get in contact with you especially in these hard times with energy prices going through the roof and causing so much anxiety for your customers?

I just wrote a review of EDF. Sam replied and told me to ring a number. I did. A terse message told me call not supported and clicked off! It gets worse when I try! A/C (671156849623). Please contact me -- you have my email amd phone number!!!

Reply from EDF

13 minutes ago
Hi David, I am sorry to hear of the issues you have faced regarding the production of a bill.

So i can look into this further can you please text your details to 07480739363. Thanks Sam

Transferred to these when my previous supplier Utility Point, along with so many others, collapsed.
Absolutely appalling. Was quite happy with jazzy new website and Energy Hub to start with, then DD put up to £231 pcm, and data for gas usage not showing for over 2 months. Their IT department are allegedly dealing with this issue but I think IT Dept might be a figment of their imagination. Whats App communication difficult as operatives seem to be in a different time zone to me, that is once you get past the Auto Reply Assistant which asks the same questions on a loop system.
I despair.
Bills only issued twice a year, so no way of knowing where you stand from one month to the next.
Waiting for things to settle down on the energy market and I will be exiting stage left (pursued by lots of others no doubt!)

Awful customer service and online tech
My smart meter was working fine from November until April then they did an update to their systems first week in May
From then on no gas readings AND it wiped out all the readings for April on their ‘smart’ hub!
Phone calls emails WhatsApp unanswered
No readings for 2 months
70 year old pensioners worried to death about bills

It is unbelievable, how CRAP Edf are? 🤔 My auto-topup failed. It's failed many times, so no real surprise. Went online using the useless app supplied by Edf, to make a payment, their system won't accept my debit card. Despite being in use 2 days before. This is despite ample funds in my account. 🤬
So here we go, Blue or Red pill??😫

Tried WhatsApp, gave all the info requested. Answer was something on the grounds of 'We don't give a toss and we may get back to you in around 8hrs'.... What??🤬

So, let's phone them 😱. Phoned, listened to the aperthetic messages, persuading the caller to go online to find the answers you require 😂😭😂🤣.

Next button pushing, 😁. Press option 1 for nothing at all to do with your issue or press option 2 to be put through to your saviour who will solve your issues, 🙄 nervously I pressed button 2. Was I really going to speak to a human? 🤗
No! 😱 My call was disconnected instantly! I called back, same thing. 🤬🤬🤬
I presume their system has failed and they are getting so many calls they can't cope and instead of posting an alert advising /apologising they just allow you increase your blood pressure to unacceptable levels. 🥴

So, do I have to wait 8hrs+ to get my supply reconnected? How are Edf allowed to trade like this? 🤬🤬

I'm on their alleged 'At risk register' Which means nothing at all.😏 It's nothing more than lip service for a service their supposed to offer, but don't. Ho, hum.. 😤

It was confirmed by EDF that I had been over charged on a key meter for the sum of £627.00. It was agreed I'd receive a cheque this was authorised on 3rd May 2022 and posted out on the 4th of May 2022. Still not received cheque and it's been over the 3-5 working days as EDF told me in text that it would take. I gave EDF 5 more extra days and still no cheque. Raging is an understatement

Recently EDF changed my prepay meter to standard smart meter. Since then electricity has been short circuited. I have called a few times trying to get through and talk to someone to resolve this issue, but every time I call the person who answers the phone keeps saying my account is inactive, which is 100% false as I have my account showing both gas and electricity active on the website. After a very long time hold, I ran out of credit. I got in touch with one of their useless incompetent chat support and he gave me a number to call which has nothing to do with this issue. The number was for national power supply. They expectedly said this was not their department as it seems to be an internal fault. So I replied to the chat person Sunish who then told me to call EDF, which he gave the same number I had been trying to contact numerous time this morning to no avail. Now I have attempted to try their whattsapp which says it will take up to 6 hours to reply. Well done EDF you are getting dumber and dumber as the years go by Once upon a time you were decent but now you are totally useless and rubbish and you have put me and my cat in danger by sending an incompetent engineer who made mistakes with wirings. SORT THIS OUT ASAP or I will have to go to electricity ombudsman !!!

Absolutely shocking customer service
I’ve been paying my bill every month
They’ve Not contacted me and they’ve put me on pay as u go metres and said they’ll cut me of
I’ve paid them over £600 since December and I owed them £345
So how on earth is my bill Not going down
However they choose to ignore me and threaten me
I’m a disabled person and I stil work full time
They’ve took my last £125 this month n are now threatening to cut my supply off
Bloody Joke n they just ignore me

Appalling customer service and the team that respond to trust pilot reviews are just as bad. It is an automated system and totally fobbed off by sending sporadic texts claiming that my issue is being investigated. Meanwhile, the smart metre that EDF encouraged me to have installed has still not been activated and my gas bills are all estimates.. there is no-one in EDF who seems to be able to tell me when this will be activated!! Where is the engineer who was very happy to install in the first place on 04January 2022? Absolute disgrace