Dont be fooled by the cute Zingy flame mascot!

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EDF Energy Electricity
★☆☆☆☆
1.4
8.0% of users recommend this

Marshalls289's review of EDF Energy Electricity

“Dont be fooled by the cute Zingy flame mascot! ”

★★☆☆☆

written by Marshalls289 on 11/12/2014

I was an EDF customer for over a year and even moved house and stayed with them that's how much I liked their prices and the price promise guarantee.

The issue came when I cam to cancel my account. I called to inform them I was moving again and would not be staying with them, I was told this was not a problem, that I was actually in credit and they issued a refund. I was told they would handle cancelling my direct debit and there was nothing else for me to worry about.

All sounds great eh??

Well 4 months later - 2 weeks before Christmas I have received a final demand letter for £150!

When I called to challenge this I was told they had calculated my refund prior to receipt of the final payment, they were unable to take the final payment (appearently I cancelled it but I disagreed as was told they would be) however I therefore owed them the final payment.

I have questioned their processes;
1. why calculate the refund until the account had been settled?
2. why after they were unable to take the payment did they not inform me as such?
3. why was the first time I heard of the issue a final demand letter? If I was an old lady this sort of thing could cause serious worry and anxiety. As it is I am left with a sour taste in the mouth and am £150 down prior to Christmas.

Don't bother with EDF, Ultimately their customer service and internal processes are extremely poor - they don't treat their customers like people and no amount of cute mascots and clever tv ads can replace good customer service.

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