EDF Energy Customer Service Issues

I was recommended to adjust my monthly direct debit amount. However, when I tried to access the account management portal, I was prompted to enter my email and password. This raised concerns about the confidentiality of my password, as I have never shared it with anyone. Is this the only method available to modify my direct debit, aside from waiting for my initial email request to be processed by customer services? Their response indicated uncertainty about when the accounts department could address my request.

Subject: Help Needed with Suspicious Bill Dear Customer Service, I am writing regarding Account [redacted]86 for the property at [redacted] Green Lane, BR7 6AT. I received a bill amounting to £[redacted].88, which I believe to be highly inaccurate. The property has been unoccupied since I purchased it last July, with minimal electricity consumption for hand tools and one lightbulb in the entrance hall. Moreover, the gas meter was out of service until it was replaced as per your records, and it was eventually turned off by my plumber in early March due to the property remaining vacant during the lockdown. Considering these circumstances, the bill appears to be erroneous and in need of immediate investigation. I have attempted to address this matter over the phone but have yet to receive a response from a manager capable of resolving this issue. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance. F. C.

I am seeking assistance with an erroneous bill for my property. The bill, totaling £[redacted].88, is for a property that has been vacant since I acquired it last July. The excessive charges for gas and electricity are baffling considering the minimal usage the property has had. The electricity was only used for hand tools and one lightbulb in the entrance hall until July. The gas was switched off until the meter was replaced, and then turned off again in early March due to lockdown restrictions. I have attempted to address this matter by phone without success. I am requesting an urgent investigation into this matter by a manager who can rectify the situation promptly. Thank you for your prompt attention to this issue. Regards, F.C.

I have two meters, a normal one and an economy 11 meter, but the automatic system is no longer accepting my readings. My telephone number is [redacted]4, and my account number is [redacted] [redacted] [redacted]. Previously, the automatic service acknowledged the two meters and transferred me to an advisor, but this is no longer happening. I have called twice to provide separate meter readings, but I am unsure if they were recorded correctly or understood. Thank you, H. MGoddard.

Dear Madam / Sir, We own the property at 23 Rue de la Republique in Argeles-sur-Mer but reside in Toronto, Canada. We spend only about four months per year in Argeles-sur-Mer and have not been there due to Covid-19 since November [redacted]. Despite not being there, we have been charged €39.62 monthly for electricity, leading to an overpayment. We kindly request a temporary halt to these charges until we return, at which point we will arrange to check the actual usage and adjust payments accordingly. Your understanding in this matter is appreciated. Dr. Adrian H. Sibian

My final bill is excessive. There are only two people living here, aged seventy-five and eighty-one. I am leaving due to the continuous price hikes. Despite a warm winter and hot summer, I cannot justify the final bill. Having lived here for 48 years, I have always been in credit at this time of year. Our energy usage is minimal - we only use the TV after 5 pm, rarely listen to the radio, do laundry once a week, and use minimal appliances. We don't use the boiler much thanks to water solar. Despite paying standing charges, the meter has never been read, making it difficult to verify. I am unsatisfied with the lack of service quality and request the meter be checked or replaced before settling the bill. The sudden increase in the monthly debit from £89 to £[redacted], when previously stated it would go up in January, is unreasonable.

I have been receiving various bills and late payment reminders for a bill that has already been settled. When I moved into my current two-bedroom house on 12/06/20, EDF supplied gas and electricity for 10 days. The final bill under account number [redacted]43 for £20.81 was paid, and the account was closed. Unexpectedly, I have received a new bill in August based on supposedly new readings that I did not submit. This bill, addressed to me under account number [redacted]68, amounts to £73.74. There is no way that £73.74, plus the £20.81 already paid, is justifiable for a 10-day period in the summer. Despite reaching out to EDF multiple times, the issue remains unresolved. I am now burdened with payment reminders and overdue notices. The recent amended bill for £30.69 still does not make sense to me. I urge for a swift resolution to this matter as it is greatly distressing, especially given our recent redundancy. Please rectify this error promptly by acknowledging the £20.81 payment for the initial 10 days of service. Thank you, Craig

Since the 10th of March, my gas card has not been accepted by the meter. Despite calling 0[redacted] multiple times, receiving two new meters, and many new gas cards, none seem to work as the meter keeps displaying 'CARD NOT ACCEPTED PLEASE REMOVE'. On the 10th of March, I loaded £40 onto my card, which was not accepted by the meter for the first time in two years. Even after receiving a new card on Monday, the issue persists. As a handicapped pensioner with mobility issues, I can't bear the high call center charges anymore. With only £2 worth of gas left and enduring 9°C indoors, I urgently need the gas situation fixed. I am seeking a refund of £40, £[redacted] for gas, proper compensation for phone expenses, and a resolution to my gas problem.

I am experiencing issues with my electricity being overcharged. I notice I am spending over £20 every day and a half, making it challenging for me to keep up due to my fixed monthly budget. I am curious if there have been any changes made yet or if someone could provide me with a timeline for when this will be resolved. Furthermore, I have applied for the Warm Winter Payment but have not received any updates. Given my health conditions like COPD, I would appreciate assistance in checking my account for any electrical discrepancies. Thank you.

I relocated from 33 Carter Street, Sandown, PO36 8DQ on November 8, [redacted]. Our EDF electricity account number was [redacted] [redacted] [redacted] [redacted], and we paid it consistently via direct debit. A year later, EDF unexpectedly billed us £2,[redacted].05 for electricity at our previous address, claiming it was estimated due to the lack of a final meter reading. I had informed them that we sold the house, which has since been demolished. We recently discovered the meter reading provided to them on November 7, [redacted], was [redacted]. This discrepancy may be the cause of the excessive amount they plan to deduct from our bank account on December 17. We are upset about the delayed notification and confused as to why the bill is so high when we regularly paid via direct debit. Our current EDF account at our new address appears to be in good standing. Thank you.

I did not sign up with EDF. I was happy with Utility and my Smart meter. I contacted Utility, and they referred me to EDF. I have not provided any details. They asked if I received a letter on Nov 24, [redacted]. My answer was no. Then, I received a text about meter readings followed by a letter dated Dec 9, [redacted], with reference RRM028 and account number [redacted] [redacted] [redacted] [redacted]. I am confused and need assistance to resolve this situation as I am unsure what is happening.

Last Friday, I had an unexpected visit from a meter reader claiming to be from a company called Morrisons to read my supply and panels meters. He lacked authorization from edf and only had an ID from his company, not edf. As a senior citizen living alone, safety is a concern, so my neighbor accompanied me. We agreed he could read the supply meter outside, but appointments should be made for readings indoors, like the panels meter in the spare bedroom. I would appreciate it if edf ensured future indoor meter readings are scheduled. My account number is [redacted] [redacted] [redacted] [redacted]. Thank you.

I no longer require energy services and have cancelled my direct debit. I received an email confirming the cancellation after my last payment on 10/12/[redacted]. I am waiting for my final bill; if a payment is due, I will make it over the phone. If there is a credit, I ask that EDF reimburse it to my account directly. I trust this process will go smoothly without any issues. Thank you. M Springett

Account No: [redacted] Mrs. A. Ronane, 7 Ockham Hall, Kingsley Common, Kingsley, Hants GU35 9NE After two lengthy telephone calls on Friday, February 5th, I finally reached an agreement with your representative, Grace. I requested a resume bill from June 21st to the beginning of February and provided a meter reading of [redacted] on Wednesday, February 3rd. Grace was supposed to email me the total bill in two parts: April [redacted] - October [redacted] and October [redacted] - February 3rd, [redacted]. I urgently need this bill to send to my insurance company, who recently completed work at my home. They need it to settle the electricity bill that I've been paying during the repairs. I was expecting the bill by email on Friday afternoon, but I haven't received it yet. Due to not currently living in the house and Covid restrictions, I requested the bill to be sent by email as visiting the property is not possible. Could you please assist me promptly, or will I need to endure another long wait on the telephone?

I recently received a meter reading request for account number [redacted] [redacted] [redacted] [redacted], located at Owls House, PL28 8PJ. The property has been unoccupied since last October due to Covid-19 restrictions, with the last bill paid in December based on a high estimated reading. Due to the lockdown, we are unable to visit the property to confirm the actual reading. However, since no electricity has been used since October, the estimated reading should remain the same as the previous bill. I am hoping that only standing charges will be billed in the upcoming statement, considering the circumstances. I look forward to being able to access the property before the next meter reading deadline.

Hello, I received credit assistance for my account earlier this year. My work contract resumes on April 1st, but I have limited funds to top up my meter and I am not eligible for universal credit in the meantime. Previously, I had 55 in credit added to my account and I am once again in emergency credit. Since I will receive my first paycheck in May [redacted] and can repay the credit, I am seeking another 55 credit extension to cover me until mid-May. I reside at [redacted] A Lyham Rd, SW2 5NR and my name is G. Russell. I have been a long-time customer and this year, due to covid, is the first time I've requested assistance. I understand I can only request credit three times a year, as advised by a previous agent, but I require a second advance now to manage until work restarts next month. The upcoming long-term work contract is remote, so I do not foresee needing additional advances this year, circumstances permitting.

My brother, Mr. I.W. (Acct #[redacted] [redacted] [redacted] [redacted]), moved out of his residence in September [redacted] and is now residing in Tallis House care home in Waltham Abbey after a 9-week hospital stay. As Ivor's brother and holding Lasting Power of Attorney, I can provide a password for you to access the Office of the Public Guardian (www.gov.uk/view-ipa) to verify my authority. Ivor is an EDF customer with a monthly charge of £77. Since he is self-funding his care, I am looking to reduce this charge to reflect his low energy usage before his property is sold. A meter reading of [redacted].04 on Rate 2 was taken on 06.04.21. Despite contacting EDF by phone and mail on December 27th last year, I have not received a response. Could you please assist me in addressing this matter? Thank you. Mr. D.W.

I am struggling to get in touch with someone at your company and it's been very frustrating. I received a letter from you regarding account [redacted] [redacted] [redacted] [redacted] on 22 April. When I called 0[redacted], a lady took my details, including bank card information and quoted £49 a month for electricity at my property. Despite numerous calls, I have been unable to reach anyone as I keep getting informed about long waiting times. This has been incredibly difficult for me as an 80-year-old. If this is the level of service I can expect, please cancel any agreement and bill me for the 2 weeks at 28 Gershwin Court, Basingstoke, RG22 4NN. Thank you. Mrs. D'Cruz

I'm having issues with our prepaid electricity meter not accepting the key. I have already contacted customer service about this, but was informed that there is currently no immediate solution available. I was advised to wait for further assistance at a later date. Despite having received a new key a couple of months ago, the meter is still not functioning properly. This situation is urgent as we are unable to add any credit to the electricity meter. Multiple attempts have been made without success, and it now appears that the meter is completely non-functional.

Subject: Account Renewal Cancellation Request Hi, I recently received an email from EDF about my contract renewal, which is set to end soon. Due to an accidental click on the "choose cheapest" button in the email, I unknowingly signed up for a new contract with EDF. I want to clarify that this was not my intention, as I am still considering my options for my gas and electricity supplier once my current contract expires. I am aware of the 14-day cooling-off period and would like to formally request the cancellation of this accidental renewal. I attempted to contact your customer helpline, but after a seven-minute wait, the call was disconnected upon connecting. If my initial call had been answered, I wouldn't have had to resort to sending this email. Thank you for your attention to this matter. Regards, C Bell