EDF Opiniões 140

If there was a 0 to rate my experience I would have ticked it
I’ve never ever in 77 yrs have received such abysmal customer service and I would strongly advise anyone never to use their services !

7.50am this morning a man turns up on my door step claiming to be from EDF and wanting to come into my home to install smart meters. Claims he has an appointment which is untrue. Being vulnerable this was distressing. I rang customer service who claimed an appointment had been made on my behalf and I was sent an email confirmation. I checked my emails and it has been sent less than 8 hours earlier at 00.40am while I was asleep. This is an unethical and immoral practice. Looking at the reviews this appears to be common practice by EDF and this unethical practice is to ensure they meet their targets by strong arming customers. I have been a customer for less than one month and as of this morning I have notified your customer service agent three times I require my contract to be cancelled. Appalling service.

worst company to deal with they keep you in debit just so you cant leave they have not a clue on customer support as there is none I am disabled and need my heating on all day and that gives me a huge bill at each quarter but I can catch up but there new system that they did not tell me about will make it so hard for me now how can they just do things without letting us know

They should really be zero-rated. The changeover from quarterly to monthly billing was entirely without announcement; dozens of online forums can be found with angry customers saying they were never told about the changes.
For the smug reader who can't see what the problem is with monthly billing, the fact is that quarterly was a great help for people with erratic incomes, allowing time to put money aside and have it ready at the 3-month mark. The real issue here is that EDF apparently put claims out in some online news-pages that "customers have been informed". Well no they hadn't; we had not and neither had many others, it seems.
The company simply pushed more bills out to people to fill the gaps. The first time we had an "out of cycle" bill, we sent it back, believing it to be in error. It was sent back to us, demanding payment or else a £10 fine. What the ....?
EDF changed their contract with quarterly customers. In the old days, a company would inform its customers so that they knew. Today it seems that such formalities are too much trouble.
All energy companies seem to be the same now. They hold us all over a barrel, manipulating how we pay them and when we pay them, to their advantage of course.
We are being abused, pure and simple.

Apart from the high prices - surely time to review- the website will give you most of the information you look for but a lot of searching to find answers and account balance is difficult to find

Sent me a letter saying I had agreed to change to monthly direct debit. I did no such thing.

Phoned up and they said I had no choice as they had made a business decision.

why didn't they send a letter to say they were withdrawing the option to pay quarterly rather than lying that I had agreed to it.

So after pleading with EDF to make sure my pre pay meter was fixed and put back ASAP to avoid accruing a bill I was promised it would be replaced within 10 days. Some 3 months and a great deal of being passed around and ignored they finally did it, and was then presented with an almost £400 bill. Top top it off they only put £20 emergency credit on the meter and sent to card to top it up with. Desputie numerous attempts to sort this and when the emergency credit got perilously low they gave me an option of collecting a top up card at a location that would have necessitated me walking for 54 minutes to collect it. (Yes I'd of had to walk as had no money or anyone who drives who I know) smashing customer service particularly when they were aware that I have a 3yo living with me. Absolutely despicable company who lie and can't be trusted. I'd give zero stars if it was an option!

I have been trying to get my meter checked since. December 2nd 2022. My economy7 meter is permanently on. Customer services say they have put it through as an emergency csll out & they say they will keep in touch weekly. I have reported twice by phone & heard nothing. Twice on WhatsApp & once in writing. No engineer no phone calls. I am on their priority service so heaven knows how anyone that isn't gets on. I have since turned my economy7 meter off at the RCD
Now on my last bill I entered my meter readings on the app 1 55033. 2 (economy7 reading) 17219. I have just recieved my bill saying estimated. I check against mine. 1 55033 okay but economy7 reading changed from 17219 to 17688 estimated. A difference of 469units. So my bill for 42days is £306.85. I have contacted through WhatsApp twice since receipt of bill. No refund . EDF has stolen my money & got away with it. So much for caring for the elderly vulnerable customers. I have had to use my monthly food allowanc & borrow from my family to buy some food. I really don't want to be here anymore I used to love life now I just sit & worry all the time . Edf have stolen my money & it seems there is nothing I can do about it

So much hype about EDF's new billing system. I sent in my meter readings on 15th June & 5th July 2023 as requested by EDF. When I entered my latest readings the system said I had a credit of £17.55 , the next day I received a bill for £57.40 (which I disputed by about £3.
On closer inspection of my invoice most of the readings had been estimated .WHY. What is the point of requesting meter readings if they are not going to use them ? Also the billing information is not very clear calculations made and then deductions made to get the correct answer. I was always of the opinion that when I sent in my meter readings my bill was calculated and I was up to date but this does not appear to be so owing to previous estimated readings by EDF. Does not inspire confidence.
This is the third occasion I have contacted EDF about incorrect billing.

I have complained since Jan/Feb that the meter was not recoding the gas, several customers service staff replied with all different answers, I asked for an engineer to call after 2 failed to turn up appointments
And about 20 photos of the gas meter, still waiting on an appointment, I have sold the house and have been permanently on the WhatsApp and phone so frustrating as nothing has been done I need this fixed or it will jeopardise my sale I’m at my wits end at 81 yrs I’m slowly having a nervous breakdown I need someone to help me instead of “the appointment team will get back to you” yes WHEN since Feb23
If my house sale fall through they will be responsible

You have a problem with your gas supply. Although the problem is likely to be the fault of EDF, you are about to get skinned. Each time to phone there high cost phone line, you will be asked to go on hold while the bill clocks up. Although I knew this i still fell for it and got skinned three times. The three phone calls cost me over £30.00 and two of them was the fault of EDF. When I complained they said I would be refunded but never was. After another expensive phone call I was told to get the gas meter removed would cost another £85.00.

Would NEVER recommend! Truly AWFUL company! They wrote to say they had problems with our meters, and the bill the following month was for over 3000, 12 times higher than any previous bill. We are a normal family home, not the local steelworks! EDF have a mantra of "Our meters are never wrong/ the bill stands/ But hey, it's OK as we'll do a payment plan." It is NOT OK. You have invoiced in the 4 figures ever since. We do not have underfloor heating/electric cars/saunas etc. Our heating is hardly on and we wash clothes at 30 degrees and line dry. You have ignored what was blindly obvious to anyone else and have been a horrendous bully over money we DO NOT OWE. You sent a "donotreply" email saying our complaint was closed. No it isn't! Deliberately making it impossible to reply. You abuse the ability a utility company has to obstruct someone going to a a new company. We have ZERO trust in you and want to leave, but you trap us! We have paid over £300 each month we are in dispute, the same as our neighbour (identical house) pays Octopus. This has become TOXIC and we want to leave! We do not owe you the thousands you have created on faulty meters exactly since you said the meters were faulty! Octopus also say the meter is faulty. No we do not want a new meter from you, you have already written to our MP saying a new meter would show how your old one was fine anyway. (Wow!) Rather like the French Executioner being sent for before Anne Boleyn's trial. We do NOT trust you and just want to leave!

If I could give them zero stars I would. Coming out of the winter with £300 debit and a £310 monthly DD I had confirmation all OK. 30 days later an email to say they expect us to use £5000 electricity over the summer and the DD was going to £789 per month. Customer Services confirmed this as EDF were ensuring we didn't get into too much debt and financial difficulties. Immediately switched to another supplier and £320 per month DD.

Very bad company, do not stick to there agreements and then refuse to sort it out.

Do not trust this company, they have put me into debt and financial hardship due to underestimating my usage.

A customer service system which just tries its hardest to scare you into paying without advising about schemes or available grants. Horrible attitude almost bailiff like.

Do yourself a favour and choose a different provider. Ignore the AI responses they give here, they all lead to the same experience. Awful company.

Incidentally, their complaints department is also a joke. Don't bother with Citizen's Advice Bureau neither, they will just fast track you via telephone switchboard to EDF's payments department.

Try SHINE London for advice instead and perhaps check the meters. I pointed out I could at times smell gas, they replied that they will not check it as they can see it's functioning correctly. Must be psychic as it's an old analogue meter.

I have contact that is due to finish on 30th April 2023.

After 30th April 2023 my electricity bill will increase substantially. I am aware of this. I am unliely to remain a customer of EDF.

I monitor my energy use because utility companies cannot be trusted.

My account is in CREDIT because I have a long term contract and have been careful with my usage.

Having submitted readings as requested EDF have now increased my Direct debit by 50%, despite the fact that currently THEY OWE ME MONEY, and ongoing there is a period of reduced usage that will be far less than the current direct debit payment.

EDF are aware of these facts.

The additional payments that EDF is demanding will have to refunded at the end of the contract, along with the credit already in my account.

The money that EDF is trying to take is my money not EDF's.

It is little wonder that utility companies are regarded with distrust and distain.

Advice everyone check your bills double check and triple check I am still fuming - EDF have just sent me my new revised bill again for the 3rd time today and what a Suprise it is STILL wrong - instead of it being reduced it has gone up higher and despite several customer service reps telling me it’s based on MY meter readings - no it is not - it’s based on THEIR ESTIMATED readings of considerably LOWER amounts and of course they put my meter readings in from today because they are SO much HIGHER than their lower amounts and that’s where they are getting us ladies and gents - just making up figures out of thin air to put us all into debt and actually EDF did you know it’s illegal to falsely bill me (and us I speak for a lot of customers) it’s actually extortion and not to mention the major breach of data you caused me and other customers yesterday morning. THIS is going higher. You have lied to me repeatedly today by saying you are using MY readings - I have WhatsApp and text message conversations and you have wasted my day along with my sons time he has additional needs and is only 3 yet I am sat up still 24 hours later writing another email to you to rectify my bill based on MY ACTUAL READINGS NOT YOUR FALSE MADE UP OUT OF THIN AIR READINGS. You have 48 hours to make this bill correct or I am going so much higher. Your ceo is already being drafted an email along with Ofgem, trading standards, do I need to go on…

I have now spoken with more than 10 different people at EDF over a 3 month period and none of them has researched the history of my case. All they do is repeat the hollow apology and insult my intelligence. They are the most apalling provider with no customer service skills and a broken system that nobody seem to be able or wants to fix. Stay clear of you want to retain your sanity

Worst company ever to deal with. Customer Service meaning for EDF, do not care about their customers, and their service is diabolical. Rude, money grabbing company. Their customer resolution department means nothing - no resolution for their customers. Threaten to take customers to court when a customers account is in query due to THEIR mistake. Do not accept responsibility and do not apologise for their mistakes. A horrendous disgusting company to deal with - STAY AWAY AT ALL COSTS! Filing a report with Ombudsman and Trading Standards.

I can only hope that the customer service team is very poorly paid as this would match their level of service. I have been repeatedly asked the same questions and have, repeatedly, given the same answers but still no one seems to understand that my In Home Display will not connect to the Smart Meter.
How difficult is that?
I shall leave at the earliest opportunity.