EDF Energy Electricity Reviews

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Summary

EDF Energy was formerly know as London Energy, Seeboard Energy and SWEB. They are now one of the largest private UK supplier of energy. We now want to know what you think, how do you rate them? Write a review and let the world know how EDF are as an energy supplier. Do you agree with the recent 22% and 17% increase in Gas and Electricity respectively EDF proposed? Why not voice your opinion in our forums?
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EDF Energy Electricity

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★★★★★

“Fantastic”

Written on: 27/10/2013 by moylie1964 (3 reviews written)

I am somewhat puzzled by the other comments on EDF? We switched to EDF to supply our electricity and gas 3 years ago and I have seen our bills stay stable since our switch. We pay £64 a month for electricity and gas by direct debit Their website is good and informative and so easy to enter meter readings. I have recently had telephone contact with them and this was no a traumatic experience quite the opposite in fact. After the phone call concerning the fitting of a new meter I felt I had been… Read Full Review

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Gabriel1234's Response to moylie1964's Review

Written on: 29/10/2013

How much have they paid you?

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Aceflyer's reply to Gabriel1234's Comment

Written on: 15/01/2014

As you have appointed yourself as the official Knock EDF spokesperson, are you calling this reviewer a liar or are people not allowed to have an opinion if it is opposed to yours. I find your comment offensive

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★☆☆☆☆

“EDF are incompetent”

Written on: 24/10/2013 by JLDave (2 reviews written)

moved my contract 3 months ago, but they are completely unable to organise and agree a final reading. meanwhile they have £1000 in their bank they won't give back to me avoid them they are totally useless… Read Full Review

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Gabriel1234's Response to JLDave's Review

Written on: 29/10/2013

They will not give it back to you, as it is probably funding the expensive marketing campaign that they have, or the sponsorship they have with the London eye, or potentially the new contract that they have won for the Nuclear powerstation working in conjunction with China? Alternatively your money could be compensating another dissatisfied customers who have chosen to take them through the courts through breach of Contractual Terms and conditions promised via their Pie in the sky service? Yeah What service?

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★☆☆☆☆

“Uncontactable EDF”

Written on: 23/10/2013

EDF cannot be contacted by phone. Appauling customer service. Would not buy from them again. You have been warned… Read Full Review

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Gabriel1234's Comment

Written on: 29/10/2013

EDF cannot be contacted online, by phone, chat or any type of communication. The only calls that they respond to is new business, any problems end up being dealt with their collection agencies as they do not understand or care about current customer needs. It is all about profit...

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★☆☆☆☆

“Bills are lies”

Written on: 18/10/2013

I have a bill from x/04/2013 - y/10/2013 Called today as there is a payment missing off of it, from z/05/2013 to be told there isn't and it is showing on the previous bill - even though the payment was after the last bill was released. my point to EDF was, even if that is the case, surely something covering a time frame should list all payments/costs in that time frame. It's simple, basic sense. It's bad enough that the layout has just chnaged and only summarise that there were some payments… Read Full Review

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Gabriel1234's Comment

Written on: 20/10/2013

EDF deny everything unless you place the facts and evidence under their noses but the only way to do this is through their collection Agency which many of their Customers have now formed a relationship with. EDF's bills are mis-leading, inaccurate and totally unfair they would confuse the most intellectual person backed up by a call centre operative working on a SAP system that chooses its own figures and information. British Gas may have increased there prices but I still feel I am getting a transparent service from them where they put me in control of my usage....Change why you can because things will not get better they will drive your to despair...Good Luck!

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★☆☆☆☆

“edf disgusting”

Written on: 18/10/2013 by wdhd (1 review written)

I have been with edf for nearly a year and have now changed to another supplier they are not cheap, customers services are not helpful,when you get through they speak over you when your trying to get your point across,your final bill is a estimated final bill even though your new supplier will have sent your readings across they say that they have not received them,i have been trying for 6 weeks to get a proper final bill still no joy its still estimated and still wrong even being threatened… Read Full Review

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Gabriel1234's Response to wdhd's Review

Written on: 20/10/2013

Join the queue with many others. Unfortunately Ofgem do not handle Consumer complaints, I am led to believe, just Business level. Us under dogs have to go through the CAB but their hands are usually tied. The Governing body to Energy Consumer complaints is as useful as a chocolate fire guard....Be very cautious with EDF Energy as they have a reputation of billing unfairly, inaccurately, and have absolutely no internal communication between departments. The staff are not trained and rarely understand Customers needs. The Big Wheel sponsorship is appropriate for EDF as they raise your hopes then bring your spirit right down to ground level - a slow false ride.

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★☆☆☆☆

“Only use EDF if you like waiting for hours on the phone”

Written on: 19/09/2013

Amazing how they always seem to be experiencing "unusually high call volume". I must be very unlucky because I never seem to ring when they are not… Read Full Review

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Wowzer's Comment

Written on: 03/10/2013

They've probably switched their phones off to march in Woolwich again

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Gabriel1234's Comment

Written on: 07/10/2013

Hello,

I would not say it was 'amazing' that they are receiving 'unusually high call volume' I would say it was an everyday problem for EDF having to deal with Customers unhappy with the very poor service that they deliver. Frankly I still believe that they are full of 'hot air' and focus more on spending consumers money on pathetic advertising campaigns and sponsorship packages including the London Eye rather than offering reasonable prices to struggling customers...

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★☆☆☆☆

“fitted wrong meter and over charging”

Written on: 28/08/2013 by skybudgie (1 review written)

I received yearly statements and electricity used meter readings taken by EDF was £338 yet money paid into the meter for the same period was £530. In October 2012 EDF change my prepayment meter as they said my one was too old and since I have been paying high amounts. for 6 months from April 2012 to October 2012 I paid into my meter £180 then they change it and from October 2012 to April 2013 I paid into my meter £350. EDF fail to see the problem occurred when the new meter was fitted, even… Read Full Review

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Gabriel1234's Response to skybudgie's Review

Written on: 09/09/2013

Hello,

Unfortunate for you they are your suppliers. I am under the Impressions that the CAB (Citizen Advice Bureau) now deal with Energy Complaints therefore it may be worth contacting them and also changing suppliers... Good Luck.

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Skybudgie's reply to Gabriel1234's Comment

Written on: 10/09/2013

Hi,

Thanks, A lot more has happened since I posted this, they haven't even replied to my MP.
They seem to think they are a law unto themselves

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★☆☆☆☆

“Only use EDF for energy if you want an early death”

Written on: 23/08/2013

I had been with EDF Energy for quite some time before I recently switched and during that time I saw a marked deterioration in customer service and a markedly different approach to dealing with ourstanding bills that can be summed up in one word - aggressive. To cut a long story short if you are a day or two over the bill date you get letters making threats of legal action stating they've tried to call you (but haven't). A debt collector came round after we had switched asking for outstanding… Read Full Review

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Gabriel1234's Comment

Written on: 23/08/2013

Total Agreement!
Why not read back on past problems with EDF the list is never ending. What Blue Promise? - the blue cloud they generate around customers through poor customer service, how they make their customers feel and blue indicating cold, icy and non caring....

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Funkyflower67's Comment

Written on: 27/08/2013

Agree totally, terrible company.

I switched from them after only two months because they kept taking miscellaneous direct debits from my bank account.

Now a month after the switch they are completely incapable of sending me an accurate final bill - have had three so far this month, two with the wrong meter readings and one which appeared to have picked random figures out of the air to total up the bill.

They are now sending me rude and unhelpful emails telling me to open a dispute with my new supplier! They are attempting to bill me for gas I haven't yet used (and I have been with my new supplier for a month). I am therefore being expected not only to pay for gas I haven't used, but for the gas I have used, twice!

Have this evening sent them a photograph of my meter reading with today's paper alongside to prove that the meter reading is still 16 units under what they are billing me for (and this works out to be 29 units more than it was on transfer).

Avoid at all costs, terrible company.


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★☆☆☆☆

“AWFUL - DON'T GO WITH THEM!”

Written on: 20/08/2013

You can't get through on the phone and I am still waiting for an e-mail reply. The live chat disappeared and then signed off so I couldn't get them via that either. I waited on the phone for OVER AN HOUR and never got through. I started trying at 6.40pm, it is now 7.50pm and they shut at 8pm so that's it for this evening. The reason I am trying to contact them is because they said they would send a bill for my late mother's account until the date of her death, as I need this to apply for… Read Full Review

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Gabriel1234's Comment

Written on: 23/08/2013

Sadly your experience with EDF replicates many others experience. In a nut shell they do not care, the lack of real customer service is very apparent and I should imagine 'scripts' do not include dealing with everyday life eventualities. All I can suggest is log all of the correspondence that you have already and note times and dates and then write a letter and keep a copy. Eventually this may reach a member of staff that lives in the real world and understands what Customer service is about. Good Luck.

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★☆☆☆☆

“SWITCHERS BEWARE”

Written on: 11/08/2013

It all seems fine when you sign up to the cheaper rate and easy way to pay by direct debit. EDF set my DD at £50pm and as that hadn't changed in the last 3yrs I thought all was ok and it was a reasonable amount. Then I get invoice informing me that they are increasing my DD to £247pm 500%increase as they clearly have failed to review my usage yearly and revise. Now I am expected to now make these huge payments. Whilst they seem to admit it not great, they won't do much about it and expect you… Read Full Review

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Gabriel1234's Comment

Written on: 14/08/2013

Hello,

Unfortunately you will not hear from the Director as he does not get involved with honest paying Customers.
EDF are failing to inform their customers that they no longer send people out to read meters for accuracy and that they no longer adjust or amend DD monthly by analysing the customers usage and supposedly do reassess your usage twice a year (this does not happen) and you are evidence that this does not happen. Customers buy into EDF with the promise of capped prices (ill informed information) with the illusion of that is what you pay and owe. The surprise factor is the large bill EDF spring onto their customers when they (EDF) realise that the service they have been providing is inaccurate. So effectively EDF in their specialist field do not really understand that you as an honest paying customer expects a decent upright honest and accurate service - because they are 'so called' specialist within this field?? EDF have failed you. If you have any paperwork consisting of terms and conditions as to what level of service they have promised you, read through it, as sometimes the small print may give you the service level information that they have promised to adhere to. As for picking up a tab, unfortunately you probably are and that is their continual advertising tab and yes unfortunately, it is all about profit not Customer Service. EDF should have been tackled a long time ago but I believe the massive profit that they makes acts as a deterrent for those that should be tackling them?? Good Luck and I hope that their is a light at the end of your tunnel preferably not energised by EDF!!

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★☆☆☆☆

“Crippled Us”

Written on: 09/08/2013 by Charlie_Dog (1 review written)

We've only recently changed supplier simply because we found a better deal. We were with EDF for 18 months and naively assumed they were adjusting our monthly payments according to our usage because that's what they told us!! How wrong were we?!?! Over the whole period we were in credit (at one point by over £1,200) and then suddenly were slammed with a final bill of over £500!!!! The bills were totally confusing and very difficult to work out. We've never experienced this kind of issue… Read Full Review

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Gabriel1234's Response to Charlie_Dog's Review

Written on: 14/08/2013

Hello,

EDF offer no real transparency in what they deliver with their Sales pitch being great to get you to buy in but, no supportive service or clear understanding of charges after this. Totally misleading and conflicting information there after. My recommendation to anyone is to move suppliers if you are not getting good honest Customer Service because lets face it, you are the customer.
Also, since they have slammed you with this surprise debit why not pay this off monthly or weekly so that it does not impact on your outgoings. After all you did not plan or agree to this level of so called 'service'??

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★☆☆☆☆

“Misleading offers available”

Written on: 01/08/2013

I have just won x 2 identical bronze prizes.....free telegraph three monthly subscription. It is not. The detail is to leave with them your direct debit details or debit / credit card. How is it free, it boarders entrapment to me. I have queried and raised concerns and would be very interested on what comes back. Perhaps reducing fees would be better than this hit or miss give away. Regards… Read Full Review

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★☆☆☆☆

“Awful”

Written on: 30/07/2013 by SallyB2013 (1 review written)

I have recently moved out of my flat and gone through the truly tedious process of trying to extract a final bill from EDF. I will keep this brief as from glancing at this page I can see that many people have experienced similar issues. Moved in to my flat two years ago and called to give EDF a meter reading Despite a number of attempts to extract a bill from them we were unsuccessful. 18 months later received a whopping bill and had to set up a payment plan. EDF assured me that this would… Read Full Review

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Mg2016's Response to SallyB2013's Review

Written on: 30/07/2013

I totally feel your annoyance and disbelief SallyB2013! I can't believe how EDF can treat numerous customers in exactly the same way and still get away with it.

Surely WATCHDOG should be notified of their incompetence!

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Gabriel1234's Response to SallyB2013's Review

Written on: 31/07/2013

Totally agree with Mg2016's response BUT also believe that the Government should have a handle on how this massive French supplier is treating members of the UK. Ok EDF may dominate areas in France through no competition but, why on earth are they being given a free rain and a monopoly of unfair costs (meaning pluck out of the air figures) to honest customers in the UK. Energy concerns are being flagged daily so at present why has this 'review area' not being absorbed by a Energy researcher and why have EDF and their 'massive profit' at the expense of the everyday paying customer being left off the radar???I can see Hot air not Transparency and also finely lined pockets.......

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Gabriel1234's reply to Gabriel1234's Comment

Written on: 01/08/2013

An update as of 1st august 2013 - Moneysavingexpert most complained-about energy firm.
EDF had the most complaints of the big six energy companies at the end of last year, according to figures demanded by regulator Ofgem.

The energy giant received 8,072 complaints for every 100,000 customers in the final three months of 2012 – more than double the 4,001 logged by rival Npower, which had the second-highest number of complaints. the big energy firms must publish quarterly complaints data on their websites, including information about how many complaints were received and how quickly grievances were dealt with.
•EDF received 8,072 complaints per 100,000 accounts •Npower, 4,001, •E.on, 3,023, • British Gas, 2,285, •Scottish and Southern Energy (SSE), 1,435, •Scottish Power, 1,359, E.on, Scottish Power and SSE were the only companies to provide figures for the previous quarter. All three saw their complaints rise, although numbers traditionally increase during winter.

The data showed EDF and E.on were the quickest in dealing with complaints, with both managing to resolve 92.3% of complaints by the end of the next working day.

'Service not up to standard'

Ofgem consumer policy partner says: "Ofgem is now shining a spotlight on individual supplier performance by getting suppliers to publish better data, more often and more prominently.

"This should mean that suppliers improve the way they handle complaints and that the things they learn from complainants lead to better services."

An EDF spokesman says: "We recognise that last year our customer service levels were not up to the high standard we expect and our customers deserve.

"However, we're pleased to report our service levels have improved significantly over the last six months and our new systems are delivering clear benefits to our customers through clearer, more accurate bills and the introduction of better online services."

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Nomoresimplybe's reply to Gabriel1234's Comment

Written on: 05/08/2013


"However, we're pleased to report our service levels have improved significantly over the last six months and our new systems are delivering clear benefits to our customers through clearer, more accurate bills and the introduction of better online services."

I am very sorry, but nothing has improved. I am pretty tired of EDF not being held accountable for their numerous mistakes. My problem is very near identical to SallyB2013 - After trying to resolve this problem since March of this year I'm having to now involve the ombudsman. Absolutely ridiculous.

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Gabriel1234's reply to Nomoresimplybe's Comment

Written on: 05/08/2013

Hello unfortunately this a standardised response that you would receive from every large corporate that does not have control or a handle on the 'service?' that they originally promise to deliver. In my opinion EDF have had a free rain for long enough to upset customers lives, causing unnecessary stress and unnecessary worry through their shoddy mismanagement. Blinkered and turning a blind eye to feedback. A block on top level salaries or penalised via a nice big fine might have the desired effect of a wake up call. But please pity the poor staff that work for EDF, if lead by is example is what they work too well the proof in in the null and void 'Blue Promise - being no promise'...Change suppliers like the rest of us...

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★★★★☆

“Switched and saving but no windows phone app”

Written on: 16/07/2013 by BrightonT (4 reviews written)

Switched 3 months ago to blue plus price promise on Martin Lewis' recommendation. Shocked to find out the difference between what I was paying with British Gas. No problems yet but no app for my windows phone. Watch this space. Overall theres not much difference as my lights and oven are still on.. I'm just paying much less. They answered the phone quicker too… Read Full Review

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Gabriel1234's Response to BrightonT's Review

Written on: 17/07/2013

Hello I believe the Blue Price Promise has finished? Paying much less? Check your supplier as you are either not connected to anyone, or have mis-read your bill? Interesting.................Don't be fooled by an initial agreement subject to change............

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Brightont's reply to Gabriel1234's Comment

Written on: 18/07/2013

Hi Gabriel, double checked today online and phoned up customer service as you worried me there! My lights are still on

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★☆☆☆☆

“Do not give EDF your bank details”

Written on: 06/07/2013

After months of undercharging followed by huge bills to make up the shortfall, I switched to a new tariff where I agreed to pay £56 a month direct debit. I was told that this would be it, all my electricity would be covered by this monthly payment and I wouldn't have to worry about it. This was 2 months ago. The first month everything was fine, £56 was taken out of my account. Then this month I noticed a huge amount of money seemed to have disappeared from my account - when I looked at my… Read Full Review

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Gabriel1234's Comment

Written on: 12/07/2013

Hello,

Unfortunately this is not an unusual thing to happen through EDF. Legally they should notify you if they are going to take out larger sums of money from your account. The question is was the original agreed amount a capped rate? Did you receive notification or were you given the opportunity to increase your month on month DD?
If not, I believe EDF have failed you in a very untrustworthy way as a customer. Hopefully you will get your money back unless they calculate that this amount was underpayments month on month. Realistically we are all searching for a supplier that understands out needs and offers us the best deal and customer service but, also recognises via their own systems both underuse or overuse and who will come up with the best plan for us. Unfortunately that is in an ideal world, this is all about profit. Can I suggest cancel your Direct Debit and shop around for the best supplier who will offer you a realistic rate and why not read your own meters month on month as many suppliers offer things like points as an incentive. Fuel is going to continue increasing in price therefore it may be wise to get a capped rate till Sept 2014. Good Luck!!

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★☆☆☆☆

“Awful customer service”

Written on: 29/06/2013

I contacted EDF when I vacated my property back in August last year, I was advised that my acc was closed and everything would be sent to my forwarding address, only to find out in April that they had continued to take the DD from my bank account! Made numerous calls to several advisors who on each occasion apologised and confirmed my issue had been dealt with yet I heard nothing. I was so stressed and fed up my niece took over and dealt with the issue for me, the advisors she spoke with… Read Full Review

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Gabriel1234's Comment

Written on: 04/07/2013

Hello,

So sorry to hear this but, unfortunately you need to join the line with the rest of us. What appears to be apparent is the lack of Customer Service, Training, Knowledge, Understanding, Networking, Compassion, Empathy, Care, I could carry on and on. What is transparent is EDF's non-transparency, lack of care and could not care less attitude to existing customers and past customers but at least you have the capacity and choice to move to another supplier. If you have all the facts and evidence either go to your local CAB or contact the Energy Ombudsman....Good Luck...

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★☆☆☆☆

“Rip Off!!”

Written on: 26/06/2013

Received gas bill for winter period of £250 based on an actual reading, asked them to send same bill out but with partners name on, they asked for meter reading which I gave, bill arrived for £594!!!! Asked how it could be double the amount when they only took an actual reading one month prior to this (April - only have gas fire on and cooker and even then not often)didn't get a satisfactory answer just said not a faulty meter and basically pay up. Explained the bill for the whole year… Read Full Review

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Dmtnx18's Comment

Written on: 27/06/2013

The exact same thing has happened to me. The bill I received was for £2500. They explained that I was underpaying on electricity and that they hadn't charged me for gas for over two years. The amount they claimed I was spending on gas seemed ridiculously high for my one bedroom flat, but I got the same response as above 'the reading looks right'.

My only recommendation would be to make sure they're taking in to account the 'billing code', which means they can only charge you for energy you've used in the last year.

EDF, what do you think you're doing?

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Gabriel1234's Comment

Written on: 28/06/2013

Hello,

Just for information EDF do have a Facebook page where you can ask them directly or voice your opinions along with others.
As follows:
Make sure you retain a strong paper trail of all communication
log all your communication with EDF be it Phone, email or chat (get a printed copy of the EDF chat)
Keep all your bills as evidence
If you can, make sure you take your own meter readings month on month
Contact the Collection Company directly and put them in the picture as to what has happened and what you intend to do (at least that way you know that you have communicated with them)
Lastly but by no means least if you have a direct debit set up cancel it.

Support and advice can be obtained via your local CAB (Citizen Advice Bureau) an appointment may be necessary or if you are fortunate to have your own legal help get them involved. The foundation of any good Business should be to offer an excellent, upright and honest service or product to the customer....

Have a read back on other comments if you get a chance.

Good Luck (Don't get brow beaten)

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★☆☆☆☆

“Appalling Lack of Customer Service”

Written on: 25/06/2013 by Moulton99 (1 review written)

Have left this rating due to very poor service from EDF, and not just from their appalling call centres. The straw that broke the camels back for me was that I was working from home today & had a really rude representative of EDF Energy park on my drive without permission, then knock on my door to obtain the latest electricity/gas figures. I asked reasonably why he had parked on my drive when there was parking nearby & his reply was that he always did this. Absolutely no manners, and no… Read Full Review

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Gabriel1234's Response to Moulton99's Review

Written on: 26/06/2013

Hello,

Well what can I say but I believe the representative on behalf of EDF spoke volumes about the training by showing ..Little or no respect, for the customer with a law unto themselves attitude. With regard to the money debited from your Account this does not surprise me at all. If you care to read previous reviews you will see many others caught unaware by the EDF 'dipping into' effect. If you had gone over your overdraft would EDF have paid the charges??

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Moulton99's reply to Gabriel1234's Comment

Written on: 01/07/2013

I very much doubt it! In my experience EDF seem oblivious to behaving responsibly towards their customer base - it seems completely irrational to me that any company would debit their customers accounts for lets face it, very large amounts of money, but do not let those customers know about, and hence budget for, the debit. In my case, I was very lucky that I had an overdraft in place.

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★☆☆☆☆

“Appalling!”

Written on: 16/06/2013 by funkyflower67 (1 review written)

Changed to EDF in May 2013 from Eon. Switch went through on 16th May for electric and 24th May for gas. Received a communication from them to say they would be taking a payment of £63 on 4th June so we did not start the account in arrears and another payment on 25th June for £138 - fair enough I thought. Noticed yesterday that not only had they taken the £63 but eight days later on 12th June they had taken another £75 Direct Debit. I had not been informed this would be taken. Contacted… Read Full Review

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Gabriel1234's Response to funkyflower67's Review

Written on: 24/06/2013

Hello, this does not surprise me at all. I am not quite sure if their is a clause in the EDF contracts (small print of course) covering them for taking any amount from an Account holder as and when they please. I have had a conversation with a Bank in past concerning another organisation who randomly dipped in and took money, only to be told that they should not do this but, once you give any organisation your Account details effectively you are putting your trust in them and unfortunately not all organisations are trust worthy. Use this as a learning curve and you will choose wisely next time..... Good luck!

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Funkyflower67's reply to Gabriel1234's Comment

Written on: 24/06/2013

Hello, thanks for your response. I have now gone through the bank and they confirmed that the £75 Direct Debit should not have been taken and it has been refunded. In addition, I have now finally had an apology from EDF that they did not inform me the amount was being taken.

Not surprisingly, as I have now cancelled my Direct Debit, they have issued me with a bill so I didn't have to wait "until the end of the year" after all!!

My switch to another company goes through next month, but meantime they will not be able to take any more money from my bank account - interestingly enough my bill was £97 for the time I had been with them and they would have taken a total of £276 by Direct Debit - if they did this to every customer they have a tidy amount of money stashed away to earn interest on!

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Gabriel1234's reply to Funkyflower67's Comment

Written on: 31/07/2013

Hello,

Ummmh, your last comment was very worrying. I was led to believe that corporates were transparent, honest and upright lol!!

Oh but I live in the past...

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★☆☆☆☆

“Do not deserve any stars”

Written on: 13/06/2013

1)Poor communication.Did not communicate that they'd terminated my contract and made me incur a massive bill from the original supplier. 2) Billed me wrongly over a year later and did not admit it was their fault. 3) Call centre is a joke. The wait time is outrageous,the staff are rude, discourteous and passively aggressive. 4) Do not care about their customers complaints, have not fed back on a complaint lodged over half a year ago. LEAVE THEM NOW… Read Full Review

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Gabriel1234's Comment

Written on: 14/06/2013

Hello, Don't be too disgruntled and don't let their inefficiency ruin your Year. If you shop around their are some pretty good deals out there, with alternative suppliers, who actually offer really good customer service and sound like they do care...Good Luck

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