Having been with EDF for 18 months and always having to wait at least 20/30 mins for my call to be answered, I have just moved properties and called up to get the old account cancelled for my new property and see if I could open a new account. I spoke to one of the most unhelpful people I have ever had to deal with. He put me on the most expensive tariff and then was rude and challenging when I wanted to move off this.
the only reason I give 2 stars and not one is becuase my experience up to the point of leaving EDF was straightforward. However, a provider shouldn't be able to hold their customers to ransom by raising prices and then making the switching process so painful you'd rather pay more for energy than go through the hassle of leaving. The problem is with my final bill. EDF are not using the correct final meter readings and have instead used estimates that overstate my usage. I have sent numerous emails pointing this out and providing my closing readings but I have been either ignored or placated. This has been going on since October. It is now February and EDF have still not taken any action. The entire process of switching was a shambles, first I received an email saying that my account was in credit £21.61. Then I received a revised bill in the post for £84.39 which I suspect was calculated correctly, however for no apparent reason this bill was adjusted to £239.22. To make things worse, they weren't even deducting the monthly payments I had made in the final period from my bill. I have pointed this out several times in emails but have been completely ignored. Now I get a constant stream of letters and phone calls chasing payment, which of course I am not going to make because the bill is incorrect, but EDF still threaten to pass my details on to debt collectors to recover their payment. All this has been a very stressful experience and has affected my recovery from an illness. The frustration of constantly chasing an getting nowhere leaves me feeling like a hamster on a wheel. I sit around writing emails to them that aren't taken any notice of all the while waiting for bailiffs to show up at my door. It has taken it's toll. PLEASE DON'T MAKE THE SAME MISTAKE AS ME. THE ONLY WAY TO AVOID THIS HASSLE IS TO NOT JOIN EDF IN THE FIRST PLACE. Once they get you you will be stuck on the hamster's wheel like me.
It is very long story about my suffering from this company. Briefly, staff very unconfident, very poor in maths, No point to send complaints, I think they just ignore it, It takes months to get any answer, Nobody recommend to switch to EDF Energy. Thank you very much for your reply. It is seems I am I am in danger, because when EDF promise to resolve your problem and we complain to EDF Energy they resolve your problem in one way only: they punish you. At November 2013 EDF Energy decided I am in debt with them. Even I paid off all debt in December 2012 and overpaid £100.00. I’ve got confirmation about that from EDF, they reset my prepayment meter, I’ve got new card and promise get my overpayment back, and change my prepayment meter to normal at September 2013. What after? Silence till November 2013 when I’ve got one by one 3 red papers from EDF what I am debt with them £118, £98 or £58! What means these 3 different amounts? It looks like it is real mess in account and they in different aways do not want to return me my money. I send 2 complain to them. After 1st complaint they said me I am debt £459.95! And I paid only £100! Even I have all my proofs, all bills with bank sign about payment! Who cares? After 2nd complaint they just rest my prepayment meter and start taken “Debt” from my prepayment meter. I opened complaint with Ombudsman Energy. At 3rd February they failed my payment card what I use to top up my gas meter. I put £10.0 on it and even this money I cannot get back. I did not have any choice; I had to call them at 06/02. After 2 hours on a phone nobody could say me how much at last I am in debt! Why? Next day I’ve spend about 4 hours on a phone and struggling with them I just ask them: how can I get rid of you finally? What was answer? Pay money. I had to pay about £190 just to stay connected for a while I change supplier. They reset my meter, I’ve got promise again to get normal meter at 04/03 and I’ve got new card, what do you think? With debt collection again! At last, does anybody could stop them! All my story exactly as written in a Holy Bible: “Do not give dogs what is sacred; do not throw your pearls to pigs. If you do, they may trample them under their feet, and then turn and tear you to pieces.”
I changed from British Gas late 2013 to get a more attractive tariff. EDF then decided that I had a prepayment gas meter. I don't and never have! I eventually persuaded them to send someone to look at the meter. After TWO such visits, they are still not taking a direct debit for my gas. I will therefore owe them a lot of money. I am also very concerned that I am not being charged at the original tariff because of all of this. Customer services do not get back to me as promised. I wish I had stayed with British Gas and may yet return to them!
Several times on two seperate accounts they have failed to set up direct debits then charged a backlog of hundreds of pounds. Their phone staff are sincere seeming but completely useless, incompetent and untrustworthy, failing to ring back at arranged times when they cant sort things out after my hours of phone calls. Cant tell me what rates my meters are supposed to read. Mixing up day and night economy 7 rates. Sort everything out then mysteriously the bills and mounthly payments go up (by double sometimes) instead of down.
Apart from appalling incompetence i do not trust this company or that they even know what they are doing or how they are working out the ridiculous rises in our usage even above the thieving esculations of tariffs everyone is experiencing.
I strongly recommend you avoid edf at all costs unless you are completely insane or a masochist.
Ps they have done the same with my fathers account. After failing to take Money each month then billing him £900 he managed to get them to set up a direct debit to pay off the remainder over 18 months. Guess what? The'yre now not taking this monthly payment out either.
Switched to EDF as they offered the most competitive rate for our home. I THOUGHT their service was great, but unfortunately this is not the case. EDF failed to amend my direct debit payments in line with the meter readings I submitted. So when I moved house and requested a final bill, they informed me I owed in excess of £500! This is their error which the initial customer service rep admitted to me. They have now recinded this and are trying to make me pay! Obviously I am fighting this, but I wanted people to know, if you're thinking of switching to EDF. DON'T!!!
I started the process of moving my gas and electric from Cooperative Energy to EDF over 9 weeks ago, and they still have not yet managed to complete the process properly. The electricity transferred without problem, but the gas account kept showing as "not ready yet". It was only when I contacted them, after the scheduled transfer date had passed without my being asked for a meter reading, that they identified a problem. However the staff could not work out what the problem was. They got me emailing them photographs of my meter and all sorts of other nonsense, before eventually sending me a template email stating that the problem lay with Cooperative and it was my responsibility to contact Cooperative to sort it out. EDF then initiated a new change over process for the gas. I have just now, finally, received an email from EDF saying "we're now ready for your gas meter reading". But, surprise surprise, when I log on to the website, there is no option to submit a gas reading, and when I phone the automated meter reading line, I get the message "we're not quite ready for your gas reading yet". Perhaps the problem is not entirely of EDF's making, but their customer service has been non-existent. The wait continues. What a shambles.
When i purchased a new build property 5 years ago it appeared the builders (or whoever is responsible for these things) had chosen British Gas as my gas and electricity supplier. At the time i was one of the many people who couldn't be bothered with the hassle of changing suppliers so i stayed with BG.
3 years later after watching Marten Lewis on the tv talking about how simple it was to change suppliers I went to Compare The Market and found EDF to be the cheapest with a massive saving of approx 30% compared to British Gas and EDF were offering an additional £100 credit when taking both Gas and Electric. This was obviously far too good to ignore so I moved over to EDF. Everything went smoothly except after a month of service I found that only my Electric had been transferred so BG were still supplying my gas. I called EDF, got straight through and was told BG hadn't accepted the transfer request so I called BG and after the usual arguments they agreed the transfer.
In the last 2 years my bills have consistently gone down while all the other suppliers seemed to increase! I pay my account with a fixed monthly price and when I signed up I was paying £97 per month. At the end of last year EDF reduced my monthly payments to £84 per month and I received a cheque for £160 out of the blue because my account was in credit! In May this year my monthly payment was reduced again to £77 per month! I should point out that my house is a 2 bed terrace with me and my partner and being disabled I also work from home so my tv, laptop etc is running from 9am to 1am every day. I was paying British Gas £107 per month, fixed DD and I pay EDF £77 per month. £30 per month is a massive saving to me and the only time I've had to contact EDF was in that first month because BG hadn't released my gas account.
I'm writing this review this evening because Compare The Market is now saying First Utility is now cheaper than EDF so I came here to read the comments about First Utility which I won't be moving to after reading the comments so I thought I'd see what people were saying about EDF. I don't know if I've been lucky with my experience of EDF but I can honestly say that I've been VERY impressed with the service I've received over the last 2 years and I can't recommend EDF enough!
EDF Keep on sending me threatening bills for £20 payments annually for meters that don't exist at my property it ... I have to phone their incompetent customer service at my cost of precious time, peace of mind & money to tell them the meters don't exist & if they do, what are the meter numbers? As they don't state them on the letters.. Nor do they have service for my property...yet they still don't update their systems and continue to harass me...has been going on for over 7 years they destroyed my marriage with the stress they put on me and my livelihood, it was a nightmare in the early years with there extreme confusion...No body works with them long enough to clear the problems through out their many systems. And a general apathetic attitude towards customers once they think they are owed money or if they think they can get your money especially the devils they have working for them in the debt collections dept...Pure Evil with the face of a reputable service provider!!!! EDF stands for Evil Demonic Fiends
Basically the place we rent from gave EDF the wrong meter serial and reading when we moved in, so when it came time to enter our real readings the system was like 'we can't let you do that Dave'. Easy fix, I'll just phone EDF let them know the issue get it resolved in a matter of seconds, afterall it's what a couple of strings/integers in a database right? Oh how I was so so wrong.
Five months down the line, contacted numerous complaints departments, have a phone bill of £50 from contacting them altogether over the months, sent numerous emails and website contact forms. NOTHING resolved, every time it's "We're looking into this". Sure you are. In the meantime I can't submit readings so I'm being charged over the odds for gas! Which is likely why they aren't bothered, after all their making decent money from me. Nothing but a massive scam and I wont ever use them again for the rest of my life. Wouldn't recommend these to an enemy never mind a friend.
A shame you can't rate lower than one star, doesn't even deserve that.
12 months ago I swopped as they gave the 'best rate' the Direct Debits went out at £54 per month - fantastic and now 12 months later I get a bill for £998!! Tried talking and can't get through. Not a happy bunny, I've even emailed to ask what is their best plan for me?? Got an email back telling me that I can pay up over 6 months- no mention of a better plan with them that I could go on! As soon as its paid Im leaving. Martins Money Expert is good but if I'd of known about the service or rather lack of it I wouldn't of done it. I say this to anyone whos looking now - dont do it! Once they get you they forget you.
I'm really happy with EDF so far after terrible experiences with E.on. Customer service has been good, although they lose a star for long wait times.
Currently on prepayment meter but they are changing them to direct debit meters in the next couple of weeks free of charge!! Not used the online system to give meter readings etc. but will update review when I do.
Additional 24/09/12: EDF now deserve 5 starts - their customer service has renewed my faith that customer service still exists in some companies. They respond to emails, they call back when they say they will, and will go out of their way to keep you a happy customer! To avoid long wait times just drop them an email and they will call you back, or email you the information you need.
Really really impressed! Oh, their prices are really good too!
Despite ringing them multiple times this was not detected until I moved house and rang them to set up supply at the new house. Was not advised of this until I received a bill chasing me for the full amount after I had already signed up for the new property. Managed to negotiate a payment plan but Now I am paying double each month and am effectively locked in to them until it is repaid in full. Maybe this is their retention strategy.