EDF Energy Customer Service Issues

I am disappointed with the unnecessary concern and inconvenience caused by your failure to verify details before sending communications. The estimates provided were consistently inaccurate, requiring my intervention each time. Despite a telephone apology, the letter dated August [redacted] regarding a tariff change was sent over five weeks after I had accepted the new offer. This negligence is unacceptable, particularly for a company boasting about their service excellence. The communication also lacked clarity on how to file a complaint, further complicating matters. I urge you to prioritize accuracy and customer service to avoid such errors in the future. T. Last

I am in the process of switching my mother-in-law, Mrs. Betty Robinson, to EDF. I explained that she is 93 years old and deaf and that I am acting on her behalf. They agreed to this arrangement and have been using my email [redacted] for communication. I requested the switch date to be the 28th of February when her 12-month contract with Eon ends. however, I received an email stating the start date would be the 12th of February, which may lead to charges. When I called to inquire, they said they could not speak to me and requested to speak to Mrs. Robinson, which is not possible due to her location and condition. If this is the protocol, we may need to cancel and stick with Eon. I seek clarification on this matter. Thank you. Regards, Paul Mead

Hello, I opened an account with your company 2 days ago, starting from March 15th at 5 St Luke's Terrace, bn2 9ze. The account number is [redacted]09. The meter readings on that day were gas: [redacted] and electricity: [redacted]. The letter I received mentioned a contract account number from March 9th ([redacted]67). Can you please send me a bill from March 9th to March 15th? My ex-flatmate was managing EDF but left after closing the account, so I need a separate bill for that period since I don't have the readings for March 9th. Thank you for your attention and understanding of my situation. Best regards

Subject: Electricity Supply Enquiry - Property at [redacted] O'Donnell Court, London I am the owner and landlord of the property at [redacted] O'Donnell Court in London where Seoyeon Park and Eugene Kang are currently residing as tenants. Please be informed that they have an Assured Shorthold Tenancy agreement until July 17, [redacted], but plan to vacate in mid-May. They are responsible for all utility bills up to and including the end of their tenancy. I urge you to contact them for bill settlement before their departure. As the landlord, I hold no responsibility for any electricity charges beyond July 18, [redacted], as per the tenancy agreement. Best regards, Philip F.

On May 9th at 7:30 PM, I contacted EDF and spoke with Katie regarding my property at 59 Maesyrhaf Pwll, Llanelli SA15 4AS. I provided meter readings as I am a landlord with a vacant property, which I have listed for sale and will not be residing in. Katie assured me the property was placed on the Blue Plus Price Protection plan. However, I received a letter today welcoming me to the new home with the property being placed on a standard tariff. I'm disappointed with this mix-up after my call to EDF.

I contacted Mark at EDF on 28th April to add my husband to our account, and it was done promptly. I requested that our bill include both our names, as I need it for ID when traveling to Greece, where their requirements differ. Despite speaking to April on 7th May, the bill I received only had my name. I urgently need one with both our names for my upcoming trip. I tried calling EDF today but faced long wait times. Your assistance would be greatly appreciated. Thank you.

I need assistance with reading my gas/electric smart meter manually since it was provided by my previous supplier. The numbers I gathered post my last bill appear inaccurate. Previous gas/electricity figures in March were: Gas reading (estimated) was [redacted] = [redacted] KWH and Electricity reading (estimated) was [redacted] = 1041KWH. Today's readings are Electricity @ 4635KWH and gas @ 946KWH. I suspect an issue. Kindly advise.

We have received multiple requests for payment amounting to £[redacted].63, yet an itemized invoice with meter readings has not been provided. Despite my efforts to submit accurate readings online, they were rejected as 'not as expected.' When trying to confirm the readings, I am redirected to the homepage with an 'access denied' message. Our previous bill showed readings of [redacted] / [redacted] on 31 May, while the recent ones are [redacted] / [redacted], consistent with the property being vacant since January. The latest bill is calculated using estimated readings of [redacted] / [redacted], which are inaccurate, likely due to the previous occupants' usage.

Recently, a meter reader from your company came to my house without an appointment. Although I allowed him in to read the meters, in hindsight, I regret my decision as he could have been anyone trying to gain access to my home. I called you and left my email address to request confirmation that future visits will be prearranged, but I have not received an email yet. My account number is [redacted] [redacted] [redacted] [redacted], and the reference for our phone conversation is [redacted]42. I was informed that my Direct Debit payment will increase from £[redacted] to £[redacted], which I believe is unwarranted. Based on your figures, my total charge for the last five months was £[redacted].98, averaging about £[redacted] per month. I would like an explanation on how you calculated the new charge and how it has been increased to £[redacted]. As senior citizens relying on State Pensions, this increase will cause significant financial strain. I would appreciate your prompt response and clarification. Thank you, N. G.

I discovered a gas leak from the test nipple on my meter. After the gas engineer visited from my provider, Wales and West Utilities, I was told the meter needs to be relocated outside due to construction over it. Following discussions with the manager at Wales and West, they agreed to replace the meter under the condition that we cover the cost of moving it outside. Due to the health and safety concerns, I am seeking assistance with this expense. Thank you. Regards, David T. J. 39 Brynderwen Cwmdare Aberdare CF448SE

Hello, I am reaching out for some assistance. We recently purchased an apartment on 01/06, and even though we are not the previous owners, we keep receiving invoices addressed to them. We have already contacted the customer service advisor at EDF, who agreed that we are not liable for the invoices and sent an email acknowledging the issue. Despite this, we continue to receive bills addressed to the previous owner, and more recently, we received a letter indicating an ongoing investigation sent to our address in LU6 1FF, Dunstable. Your help in resolving this matter would be greatly appreciated.

Account Number: [redacted] [redacted] [redacted] [redacted] Customer: Mrs. E.N., a 94-year-old priority customer. I am still facing a persistent issue with my mother's economy 7 heating system. Despite a recent visit from EDF where a new timer was installed due to the old one catching fire, the economy 7 is still not functioning. A local electrician has confirmed the problem might be with the meter or timer. This has left my mother without hot water or proper heating, forcing her to rely on plug-in convectors. I urgently request another visit from EDF to resolve this issue as soon as possible, as it is inconvenient and potentially costly. I attempted to contact EDF on Saturday but was unable to get through, and Western Power has confirmed there are no supply issues. Thank you for your prompt attention to this matter.

Account Number: [redacted]44 Hello, I was recently requested to switch to a smart meter, but I do not remember being informed about this when I switched to this tariff back in September. My main reason for choosing this tariff was to stay on a standard meter. I would appreciate it if you could send me a copy of the terms that were in place when I signed up for clarification, as I may have to consider changing tariffs or suppliers. Thank you, I D Ellis

Dear Sir/Madam, I had my gas connection set up by Cadent on 09 December [redacted]. I would like to request the gas meter to be connected to the gas line on 10 December or a later date. I believe this service for the gas meter connection is complimentary. Additionally, I am interested in switching my pre-payment electricity meter from BG to a Direct Debit/Monthly meter. The current electricity pre-payment meter is under BG. The address for these services is 7 Nunnery Road BL3 4HJ. Thank you, A. Desai

I have been using my Google browser to access my account for about 10 months now. However, I am facing difficulty in logging in recently. Over the weekend on the 30th of November, I tried following the link you provided for the Easy Online Jul21 tariff, which had a closing date of the 30th of November, and unfortunately, I lost access to that tariff. Currently, I am using Google on my iPad, and it seems that I need to use Google Chrome, which is not compatible with my device. My account number is [redacted]25.

I am reaching out on behalf of my father, Mr. D Huggins, who had his direct debit with Toto Energy initially set at £[redacted] per month but has since been adjusted to £50 per month. He wishes to continue paying £[redacted] per month to prepare for the winter season. As I handle his financial matters, please note that my name is Kim. Mr. Huggins, who is approaching 90 years old, resides at [redacted] Parc Road, Cwmparc, Treorchy, Rhondda Cynon Taff, CF42 6LG. Should you need to contact me, my mobile number is [redacted]8. I have attempted to reach out to EDF several times, but have yet to receive a response.

I recently received a bill dated [redacted] for £38 from your company. I have been a loyal customer for almost 4 years, and it is concerning that it took 3 years for this bill to come to my attention. I have contacted your customer service multiple times over the phone in the past, inquiring about my balance and settling any outstanding payments, yet this old bill was never mentioned. I find this lack of communication disappointing and unacceptable, as it does not reflect good customer service. I am disappointed and considering switching to a different service provider due to this oversight.

After following the reboot instructions in the user guide, the smart meter is stuck only displaying gas usage that is not updating. It lacks electric information and the traffic light feature. Even after relocating it close to the main electric meter, no electric details are shown. The gas account details are visible, but it seems the smart meter has lost communication with the electric account. The account number is [redacted] [redacted] [redacted] [redacted], and the new meter number is 18L[redacted]. Please refrain from directing me to [redacted] as I had a frustrating experience being transferred between multiple individuals for nearly an hour, only to be told all inquiries have a 30-minute wait time. Thank you.

House [redacted] Hither Green Lane SE136TH Landlady: J Stewart-Paver Billing address:79 Rectory Road BR31HR Account Number: [redacted]03 I requested my prepayment meter with EDF to be changed to a quarterly pay meter and the gas service to be switched to EDF. I believed these changes were in progress before I fell ill with the C Virus and had to be hospitalized for the past three weeks. I have received two letters dated 27.3.20 regarding the gas swap to EDF, asking for a reading by 7.4.20, which I couldn't provide. However, I haven't received any information about changing the prepayment meter. My tenants informed me they are still paying as their funds deplete. I am unsure about the status of these changes and would appreciate clarification. Thank you. J Stewart-Paver

I did not choose EDF as my supplier, but ended up with them due to previous suppliers going out of business. After being forcefully transferred twice, I managed to switch to my preferred supplier. EDF eventually sent me a cheque for £[redacted].43 through HSBC. I do not want a cheque; I prefer direct electronic payment into my account. Sending a cheque during lockdown, especially to a high-risk individual, seems insensitive. I request prompt resolution of this matter. Additionally, I require a copy of my payment history and energy usage to verify my bills are accurate. I anticipate your assistance in this regard. Nigel F.