Selectra UK works with this energy provider.

1.8 /5

Average rating based on over 5 votes

5
20%
4
0%
3
0%
2
0%
1
80%

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EDF Energy Reviews: Customer Service & Complaints

1.8 /5

Average rating based on over 5 votes

5
20%
4
0%
3
0%
2
0%
1
80%

Most useful comments

10/08/2021

I have honestly never received such terrible customer service in a long time. Sent bills that change constantly, unable to get any response from calls or whatsapp messages, told wait 28 days for a response, my account being deadlocked and told to go to ombudsman. I have written to CEO and this is a copy: Dear Mr Rossi I am writing to tell you how badly I have been treated by your customer service, which has got to be one of the worst I have dealt with in a very long time. It started when EDF offered to put in a smart meter. My gas meter is an a very dark space under stairs and very hard to get to and because I had an inhome display for my electric I thought this would be great to help me read the meter for my gas and told your staff that. On 24th August I have the new meter fitted, the engineer was abrupt and rude, saying things like "I would be ok if I didn't have to climb into small spaces like this to do my job". He asked for my in home display (from another company) looked at it and says to me "in an hour or so, you will see a little gas flame appear and that will be your gas account working". 2 days pass and no little gas flame. This is where the problems start. I will not bore you with the amount of calls I have made, I am told things like, wait 28 days and it will appear and sorry no one is available to help and basically they have no idea!!! I start looking on the internet and these in home displays are pretty bad for most companies and dont seem to work well, however, alongside this my electric deal with Octopus is coming to an end, so explain to EDF that once this problem is all sorted out I shall look at transferring as you were offering the best rate. FINALLY on 15/9 after being on hold with Rebecca (wont give last name) she is the first person in 6 weeks to mention that I don't have electric with EDF and there is no way my gas in home display will work if I have 2 separate companies providing ,my utilities......ARE YOU JOKING!!! I have spoken to so many members of staff, told to take pictures of my meter (had to get next doors kid to come and take it as I was unable to get in the space). I am soooo annoyed this has been an utter joke, wasting so much of my time and EDF's staff. As this has taken so long I have now reached the point where gas an electric have gone up so much my initial quote to change electric to you as well, the unit rate has doubled!!! This means I can not leave EDF as my gas charges are locked till end of 2023, so to leave your company now would cost me £100's. I have not really explained my case to you properly as there has been soooooooo many calls, so much time and money wasted, when if your staff were trained properly, when I called on 26th August, they would have told me "in house meters do not work for gas if you do not have the electric with the same company." I would have been in the same position now, not being able to read my meter at all and would have secured a better 3 year electric deal. In conclusion, your customer service is terrible, the last letter I got from Gabrielle Bell in complaints, basically telling me there is nothing they can do have dealocked my account and I should call the ombudsman tipped me over the edge. I tried calling back most day and whatsapping your company, but have been totally ignored. Today I am totally defeated by your company and breaking down to your staff member, it has caused me so much distress. I have been thrown £50 to go away and shut up.

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09/11/2021

i wish i had stayed with British Gas,impossible to get in contact with edf,i have had problems with my smart meter now for 5 monthsand just had an engineers visit,which he promptly said he could not repair and now i have to wait for edf to resolve,either new meter or whatever,i want to move to another supplier they are so bad,but cannot until meter is fixed,stay away from EDF

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All comments

10/08/2021

I have honestly never received such terrible customer service in a long time. Sent bills that change constantly, unable to get any response from calls or whatsapp messages, told wait 28 days for a response, my account being deadlocked and told to go to ombudsman. I have written to CEO and this is a copy: Dear Mr Rossi I am writing to tell you how badly I have been treated by your customer service, which has got to be one of the worst I have dealt with in a very long time. It started when EDF offered to put in a smart meter. My gas meter is an a very dark space under stairs and very hard to get to and because I had an inhome display for my electric I thought this would be great to help me read the meter for my gas and told your staff that. On 24th August I have the new meter fitted, the engineer was abrupt and rude, saying things like "I would be ok if I didn't have to climb into small spaces like this to do my job". He asked for my in home display (from another company) looked at it and says to me "in an hour or so, you will see a little gas flame appear and that will be your gas account working". 2 days pass and no little gas flame. This is where the problems start. I will not bore you with the amount of calls I have made, I am told things like, wait 28 days and it will appear and sorry no one is available to help and basically they have no idea!!! I start looking on the internet and these in home displays are pretty bad for most companies and dont seem to work well, however, alongside this my electric deal with Octopus is coming to an end, so explain to EDF that once this problem is all sorted out I shall look at transferring as you were offering the best rate. FINALLY on 15/9 after being on hold with Rebecca (wont give last name) she is the first person in 6 weeks to mention that I don't have electric with EDF and there is no way my gas in home display will work if I have 2 separate companies providing ,my utilities......ARE YOU JOKING!!! I have spoken to so many members of staff, told to take pictures of my meter (had to get next doors kid to come and take it as I was unable to get in the space). I am soooo annoyed this has been an utter joke, wasting so much of my time and EDF's staff. As this has taken so long I have now reached the point where gas an electric have gone up so much my initial quote to change electric to you as well, the unit rate has doubled!!! This means I can not leave EDF as my gas charges are locked till end of 2023, so to leave your company now would cost me £100's. I have not really explained my case to you properly as there has been soooooooo many calls, so much time and money wasted, when if your staff were trained properly, when I called on 26th August, they would have told me "in house meters do not work for gas if you do not have the electric with the same company." I would have been in the same position now, not being able to read my meter at all and would have secured a better 3 year electric deal. In conclusion, your customer service is terrible, the last letter I got from Gabrielle Bell in complaints, basically telling me there is nothing they can do have dealocked my account and I should call the ombudsman tipped me over the edge. I tried calling back most day and whatsapping your company, but have been totally ignored. Today I am totally defeated by your company and breaking down to your staff member, it has caused me so much distress. I have been thrown £50 to go away and shut up.

See more See less
09/11/2021

i wish i had stayed with British Gas,impossible to get in contact with edf,i have had problems with my smart meter now for 5 monthsand just had an engineers visit,which he promptly said he could not repair and now i have to wait for edf to resolve,either new meter or whatever,i want to move to another supplier they are so bad,but cannot until meter is fixed,stay away from EDF

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09/04/2021

I was forced to go to EDF from GNE shutting up shop and now they want to review my tariff and put my duel energy bill up from £41 per month to £204 per month. I have only been using around £25 total energy per month. I live on my own and am barely home, how have they calculated this terrifying amount? I have spoken to one of their staff who said my tariff will go back down to £41, but i then got an automated email saying my "new" tariff is going to be £204. She also said that the account was going to priority review....over a week later i have heard nothing. I tried calling them two other times and the line hung up before it got to a member of staff both times. I have emailed them and messaged them via Whatsapp and got nowhere. I have resorted to cancelling my direct debt directly with my bank and explained to my bank why....they were appalled at EDF. EDF are a bunch of scammers, i will take them to court if i have to.

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06/19/2021

Switching from EDF has been frustrating. 3 months on and 5 phone calls to customer services in past 5 weeks, still don’t have a final bill despite being told I’m £550 in credit. Not good.

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06/17/2021

EDF have overcharged me by approx. £2,000 over the past 18 months. They then pushed me to making a Complaint to the Ombudsman Service who have upheld EDF's actions as Condition 3.5 of EDF's Terms & Conditions state; "Where we are entitled to change the conditions of your contract, this includes the right for us to change your product or the way you pay and how often you pay." Be very careful of the small print in the EDF Terms & Conditions as the Ombudsman will not find against them due to this clause. EDF are obviously very experienced at "gaming" the Ombudsman Investigators.

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