EDF Energy Avis 

Absolutely horrible company to deal with in terms of customer invoicing and complaints. Never able to clarify on the bills they charge! Then we have to call them to sort their mess! I am so annoyed with this provider, it is sickening to deal with every time - stress, anxiety and emotions.

I have no gas I reported it to EDF energy I have a smart meter.I reported there is no reading of energy on the gas meter .I have talked to agents on their watts app
I was promised an appointment for an engineer would visit and sort out the problem.Their is a lack of communication.Take the smart meter out .I have had no problems with energy to my property in 15 years
with the how it was before this smart meter was fitted.
Steven McKinley
2 Alpha Court
Kempston
MK427BX

This company has lost it. 9 complaints raised and still massively over charged. Avoid do not use. My issues have been outstanding 12 months and I have had 3 new smart monitors 2 new gas metres and paying over £300 a month despite not being in the house for 3 months. Absolute inefficiency and cock up however I try and tackle the process. No good at call centre operatives level, no good at team leader level. No good even with the senior area engineer in attendance. Still they have credited me £150 for 3 missed appointments however there never was an appointment on the days they credited me for so no idea what the bleep bleep is going on at their end either . Absolute total and complete incompetence

Appalling customer service from this company, my Mother passed away in January and since March I have been waiting for the refund from her account to be sent to me. I have spoken to nine different people and each one tells me the cheque is on its way! It was logged as a complaint in June and the email address they gave me to follow this up on you get no reply from.
You get eight weeks following logging of the complaint before you can escalate this, so my next port of call will now be the energy ombudsman.

Checked my bank this morning and EDF have tried to take £323 that's more then the agreed amount sending me into overdraft and the bill wasn't e en due yet avoid if possible.

Had a smart meter installed recently, then on Friday an EDF Engineer called to say my smart meter had been installed by a sub contractor and he needed to check to see if it had been installed properly.
After 10 mins of tampering with the meter he said "yes, everything is fine" then left.
From that day onwards my daily costs went up by around £1.75p per day. That is an extra £60 per month. I believe they lied and cheated me to deliberately gain extra money. Will never use EDF again.

EDF Smart meter is charging me for my own energy generated by solar and battery energy!!
You need to stop capitalising!
I have been on the phone to EDF for over an hour with no help or support. To be told if I want the smart meter removed it will cost me £80. You offered me the smart meter for me to get your cheaper solar rates but you have now tampered with the system to benefit you.
You offer me no commitment to reverse the charges on my energy either..
I've requested an engineer today but been told no appointments are showing yet for me .
I am appalled with the service!

EDF wrote to me in June 2023 saying I needed to have a smart meter installed to retain day and night tariffs.
I reluctantly decided I needed to do this and rang them a few days after receipt of the letter.
Staff helpful and charming ( I think) but because of the appalling noise from their call centre I could not actually hear anything that was being said to me.
Since then I have been recovering from surgery and decided today to try again. Once more I just could not hear what was being said and when the operator went silent inputting stuff the noise was unbearable. I had to terminate the call again.
They asked for my phone number but no one has had the common sense to ring me back.
Is it beyond EDF to answer calls in an environment where their customers can actually hear what is being said to them? The problem is their end, not mine. I am not hard of hearing.
The only explanation I was given (incredibly) was that a lot of their customers are deaf so many of the operators need to shout loudly! Please EDF do something to reduce the noise and stop antagonising your customers by getting them to call a number where they cannot hear your staff,
PS I want a smart meter. I cannot arrange it. What are you going to do it about it? I want this done before you cancel my day and night tariffs.

EDF supplied my energy back in 2017, never had issues then, however I returned recently and lasted with them 1 month. The problem started with a gas meter reading, they would not accept my actual reading and believing it was higher, so then they annoyed me with smart meter installation and repeated reminder letters to submit reading and to take a smart meter, so I had a read if reviews on trust Pilot and other people had the same experience, I made my mind up to find an alternative energy supplier. Very poor communication between uk based call center and a Asia based office dealing with calls.

We had a visit from Adrian this morning who fitted our new Smart meter. Work needed doing to remove our old existing meter box and clock (from 1996) and this required a little extra time. His professional skills at fitting the meter were excellent and in no time at all we were up and running. Very happy customer with EDF Energy. Thank you so much Adrian.

This probably wont stop EDF from getting more customers although I hope they don't. Before and during covid I was working as a smart meter engineer and around this time I was also an EDF customer. When I tried to switch suppliers, EDF tried to rob me blind by extorting almost £3,500 pounds from me after failing to switch me from a 2rate tariff to a single rate tariff. Doing what any concern customer would do, I took them to the ombudsman to get them to reduce the amount they tried to charge me, to my dismay, I only received a £500 reduction in bills which says a lot about our regulatory ombudsmen.
However, EDF has stooped even lower by blocking me from ever working on an EDF contract as a smart meter engineer. As one manager (Wayne) told me, when my name was put forward to EDF they didn't think I was a suitable candidate because of taking them to the ombudsman.

They promised a cheque was processed and sent. Then it did not arrive after 15 days. Ive received mail/post from them with no problems having been a domestic customer for 4 years, now they say they sent cheque to wrong address. I suspect they are holding onto many refunds to gain financial interest for their profit. 1nc again they say cheque is in post, only after I told them that I have started a complaints procedure to an 3rd party for investigation. Shat their sel. 😜.

The issue started in July 2021 when I closed my account with EDF and switched to British Gas. My final EDF bill to 30 July 2021 was a credit of £4,578.29 which is still outstanding. The EDF meter was removed in July 2021 and I have been paying British Gas for electricity since November 2021. This was not a rocket science issue and should have been resolved within 24 hours.

From April 2023, EDF then started sending Debt Collection Letters threatening Court Action unless we paid £7,219.76 for a new EDF account which they opened - a/c 671 181 230 300.

After many months of correspondence and phone calls with the EDF Customer Services Team, they were still unable to resolve this issue or escalate it to a responsible person to finally come to a resolution. We have even resorted to sending them a photo of the British Gas meter outside our house but I was told the EDF account is open and had to be paid. Despite this, they still sent a threatening Court Order.

Eventually after EDF harassing my wife and I for the last 4 months, EDF eventually wrote saying they had erroneously created a new account for the property in our name. EDF are hiding behind a failed process system where the left hand has no idea what the right hand is doing.

We don’t accept that our complaint has been dealt with professionally despite EDF being supplied with a timeline of correspondence and events. We have followed the complaints process and as recommended, finally wrote to the CEO, Simone Rossi on 30 March and 11 April 2023. As of today, we still have not had a reply to 2 emails, not even an acknowledgement from Simone Rossi.

For the last 21 months, we have been put through the ringer and passed around by the EDF Customer Service Team - they have been negligent in their support to an elderly couple. Their lack of company process has drained us of any hope of a resolution. Both my wife and I are managing medical conditions and due to the toll this has taken on my health, I have had to have my pacemaker assessed. We are of an age when receiving threatening letters for a debt we don’t owe is unhealthy.

On 12 May, we received a cheque for £5,212.53 without any correspondence explaining what the amount relates to or an apology from the CEO, Simone Rossi. Apart from that, we should be compensated an additional sum of £7,219.76, which is the amount EDF and their debt collectors were claiming we owed from non-usage of EDF electricity from a non-existent meter.

On 23 May 2023, EDF have sent us a new bill for £766.10 stating we have a new balance on our original account number.

The CEO, Simone Rossi or management have not taken ownership of this issue as a whole. The saga continues with EDF failing to follow a professional process.

On 26 May 2023 - EDF sent another bill for £1,170.10. Further harassment and stress for us. CEO Simone Rossi obviously has no idea what goes on in his company. EDF website states:

‘Our CEO, Simone Rossi cares about your issue. If you’ve already asked your complaint handler to escalate your concerns and are still not happy with how things are going, get in touch and Simone will work with his senior team to put things right.’

The complaint handler has not rectified this issue and no one is working to put things right! EDF a disaster as a company and does not care about it’s customers.

If I could give EDF no stars I would. Appalling customer services, an app that doesn't work properly and they have the wrong email address to contact them. Plus have applied to have my direct debit reduced by £40 a month only to be told the computer says no. Avoid at all costs

Really nice customer service people Excellent company and above all very fair and considerate Always help you as much as they can.

This company don’t deserve any stars!!

I’ve paid them nearly £1000 since October and they are saying I still owe £227 on final bill.

They also don’t take the government funding into consideration when giving your final bill so even though they are giving your £66 back every month. They are billing it back off you on your final bill.

I have been so upset about this and it has completely stressed me up purely because the amount of money they have taken and still asking for more! Disgusting company

They don’t deserve any stars. We left edf in Jan this year gave a final reading an paid the final bill. Since then we have received another bill with meter readings( they claim are readings not estimates) that we will reach at some point in the future. This morning received a letter from their debt collectors for an amount never billed. Rang the number on the letter was connected to someone in South Africa with poor English and so much background noise I couldn’t hear her. Put phone down and rang the same no again and was told I’d got wrong dept ring a different no.did that and got a fella who then transferred me to a different lady who knew absolutely nothing and got nasty with me so I gave up. AVOID these clowns at all costs !

Moved house and wanted a pre-pay smart meter; tried unsuccessfull for several days then today Friday spoke to an advisor Tracy Markx who was in Durban South Africa and she solved everything. Congratulations to her on a great service.

This company is absolutely appalling. My Mother in Law passed away, she was living in her own house! But somehow this stupid company moved my wife into her old house and has started billing her!!!! I telephoned EDF about this error after receiving a bill, and yet another bill has arrived for her at our own home. This is a serios bereavement nasty, something my wife could do with out. They owe my mother in laws estate over £259, is this a cack handed way of trying to get out of paying mother in laws executor, my wife. Absolutely appalling behaviour. Some in Government should censure this appalling company.