EDF Energy Reviews 81

There are no words bad enough that I can put in print to describe this appalling company. I have been a customer with them for decades, which has proved to count for nothing, and when I received an estimated bill would ring them with an exact meter reading, and pay the corrected bill sent to me. Meters in my block of flats are outside the flats, in a locked cupboard on each floor to which only the caretaker has the key, and he would give me (and others) their meter readings when requested. Suddenly a couple of years ago if I tried to contact edf by phone I'd be answered by a girl screeching at me that I must have a Smart meter fitted. Smart meters do not work in our block of flats, as residents had discovered - it's an old block and in many old blocks the situation is the same. I contacted edf by email, and it was finally agreed that when I received an estimated bill I would respond with a meter reading and about a week later receive a corrected bill, which I would pay immediately. edf invariably gained by this, since my meter readings reflected the fact that I am at home a great deal during the day - I'm elderly and awaiting a hip replacement. (Heating and hot water charges are paid separately as part of overall charges in the block.) This system of supplying a meter reading immediately upon receipt of an estimated bill worked excellently until April this year, when on receipt of my latest bill I immediately sent the correct reading to the only email address edf have, and it was ignored. Nothing happened. No corrected bill arrived. I received threatening bills for the wrong amount and protested by email, which resulted in an apology and the promise that I would receive a £20 credit on my next bill - meanwhile I paid the corrected bill for April as soon as it was received. In May I received yet another estimated bill, and on the day of receipt (12th May) I sent the meter reading to the email address. On the 18th May I received an email from edf stating that my Smart meter was not sending them readings!!!! And on the 19th May I had a phone call from an aggressive young woman demanding to know why I hadn't paid my bill! I explained that I had sent my meter reading to the company and was waiting for the corrected bill, which she didn't seem to like at all. However, she rang me back to say that what I owed was higher than stated on my estimated bill (this is usually the case) and when I asked whether the £20 credit had been applied she said I'd already had it! By now I'd really had enough. I kept saying that I would pay an adjusted bill, taking my meter reading into account, as soon as I received it, since I no longer trusted anything said to me over the phone. I then made a formal complaint to edf, whose response was to demand a photograph of my meter! This despite the fact that I would be paying them more than estimated, and that I would have to get hold of the caretaker to unlock the meter cupboard and read the meter again - which would show a slightly higher reading, given that about ten days had passed. I will pay the corrected bill, if I ever get it, and will then go to another supplier. That any elderly person should be treated like this is appalling, especially after so many years as a customer - anyone would think I were a criminal! To be phoned and chivvied in my own home because nobody had bothered to note the meter reading supplied and send out a corrected bill is beyond belief and absolutely disgraceful. God help edf's customers.

If you are thinking about switch to EDF think twice, their customer service dose not exist and their billing system is faulty and when you contact them to high light the technical issue they simply and manually fix the issue which comes back again, so I have now raised a compliant to the OFGEM today to end my contract with them without paying the leaving fees.

Absolutely disgusting a small flat no heating on charging me £50 a week you’re a disgrace

I would not even give them one star but to write this had to. Been in dispute with them for over 8 months now. They are refusing to use my meter readings for gas and electricity. When I put these into their system I am 3K in credit. However, they then manually adjust the amount to 3K in debt!! They refuse to acknowledge my meter readings despite my sending photos and offering for one of their people to come and check for themselves. Daylight robbery. Will be leaving them and say stay away - causing me undue stress and putting strain on my family too.

Rent a studio flat and it's with EDF, for whatever reason I'm paying upwards £55+ just for electric?! Never have lights on, save for the fridge and laptop it's crazy to think I use so much.

The app is useless too, you monitor use day by day and end of month bill never matches my usage and always more.

Standing charges are also ridiculous.

On 8.5.25 nobody turned up for my smart meter installation appointment between 8.00am and 12.00pm, and nobody contacted me to say they wouldn't be coming. That is truly awful customer service. I have phoned them to ask for an explanation but they have not yet given me the reason or offered me a new appointment.

Lies Lies Lies

took over a business unit and EDF keep stretching the dates, making excuses allowing us to leave (never mind the £2 per day standing charges!)
Never had these tactics from any other energy company

I have been a good client with EDF Small business for more than 10 years, I never had a problem with them. Last year I have contracted with them directly as usual to renew my three years contract with fixed tariffs. Over the phone I have asked them if that would be problem if I need to close the shop and stop the business for medical reason before the end of the contract. I have been replied no problem at all. So as I was reussured and signed three years contract fixed tariff. I have closed the shop on the 28 of February, told them for medical reason. They told me that I have to prove them that I have stopped the business. They have asked me a list of documents "Local business rate final bill, solicitor completion statement, solicitor tiltle deed, also liability inssurance. They have review the documents, told me two time they were not signed, or not valid. I have had to ask the owner, my solicitor to correct the documents, in oder to satisfy EDF small Business Move. They are very slow to proceed one email, usually it takes one week before they reply you. Finally, once they were happy with all the documents, they asked acknolegment of the porperty's owner that I am not responsilble for the lease. Conclusion, they try everthing they can to keep me waiting in order to charge me daily charge, I don't have the keys of the premises. How small and mean from them. I would advice anyone who knows that they may have to stop their business not to contract with EDF Small Business, because they will give you hell to cancel your contract. Add on this story 26/03/2025, it is finally sorted. I have nevertheless sent five email per day to get it moved. Once my account was closed, I have asked a final bill to be sure that they won't change me more than they should. They have affectively closed my account on the date my lease had stopped 28/02/2025.

I want to share my experience with EDF Small Business.

As my retail unit did not require a gas supply and I was paying a standing charge I asked EDF on the 3rd Sept 2024 for my gas meter to be removed and the gas to be disconnected. They informed me that I had to have a Gas Engineer to disconnect internally up to the meter. In readiness of removal as the meter is situated in the front shop window which needs to be removed for the refurbishment. I contacted customer services and the person that was dealing with arranging the disconnection was Reem. By the end of September no appointment had been confirmed so I called again early October and raised a complaint. End of October still no appointment so after calling in November, December and January still no further clarification. At this stage building works to my shop came crashing to a halt as the contractors could not complete any further works until the meter was removed.
I explained this to customer services, they apologised despite nothing happening . The customer service adviser Reem does not return my calls or emails me when I ask via the call centre. I asked to make a complaint, but with EDF you can’t raise another complaint if you have one on going even if they are not actively dealing with your first complaint. How does that work?

I’m being charged a standing charge for a gas I don’t require and they won’t remove plus works to my shop have now stopped which financially is costing me money by the week.

Thinking that I will take matters into my own hands I contact SGN the gas supplier for this area. SGN inform me that that they can only cut the gas but are not allowed to remove the meter. I’m at the mercy of EDF to remove the meter. To add insult to injury I had a call from an EDF engineer on the 14.02.2025 stating that he was outside the property and was instructed to fit a smart meter. He explained that taking out the existing gas meter was easy enough to do but he was only instructed to fit a new smart meter. Can you believe it!

To summarise I have been waiting for a gas meter to be removed for over 6 months. I’m being charged a standing charge for a meter I don’t require and my shop project has ground to a halt because the meter is now in the way of works that need to be carried out.
EDF, if you are reading this you should be ashamed. My complaint number is follows 240476. This is the only way I hope that I can communicate with EDF Small Business!

Please customers don't do this I only got back less than half what they said was free it's an absolute rip off so my bill was way higher than it would have been because they said I had earned free electric so obviously I used more on the free sundays than I would have normally..don't do this edf are conning there customers also they have bad reviews regarding there billing and ripping people off..please get away from them ..

I observed that my bills for December 2024, which I paid through two standing orders, were not reflected in my account. Therefore, I reached out to customer services on 2nd January 2024, and was informed that EDF Energy had changed their bank accounts. The two payments I made on 20th and 27th January 2024, amounting to £160, are currently being held under their old banking details and are pending. To date, I have not received any written notification about EDF changing their banking information, which has caused me worry, distress, and emotional turmoil, especially as bills and the cost of living hit record highs. We are expected to trust these energy providers, but I have lost all faith in them due to this being the worst customer service experience I have encountered in ten years. I have also written to EDF Energy and the energy regulator after receiving letters suggesting that if I am having difficulty paying, despite having been on standing order for over a year, they cannot deploy a team to investigate why I automatically stopped paying via standing orders in December. They seem to assume it is the customer's fault rather than considering it could be an error on their part before sending letters demanding payment. They should verify that customers using standing orders are not facing issues due to their banking system changes. I am extremely annoyed, frustrated, upset, and appalled at how they treat their customers. After ten years of loyalty, I am considering switching providers, as loyalty no longer seems to benefit customers with these types of companies. I will definitely be monitoring my bill more closely, especially since I have recently taken on the Sunday Savers feature, and I will check to see if the credits are applied to my account. I am very dissatisfied with the level of customer service from EDF Energy and will escalate my complaint to Ofgem.

The format on EDF bills is confusing, but I believe I have been overcharged by EDF. 20 days ago I wrote a formal complaint letter to them, highlighting the issue.

I have yet to receive a reply, but I have been sent a letter that states I was recently sent a bill for £66 (which I was not!), and that I have 7 [sic] days to pay before I receive a £10 charge added to my bill. This letter has been backdated five days, giving me no opportunity to pay this fabricated sum.

EDF: You need to stop billing the account to examine the overcharging first, before sending out letters with untrue content.
At present it feels as though you're fining me for something I have paid, or not been billed for.

I've asked for a deadlock letter, and I've written to the Ombudsman to see if there is anything that I can do first. I hope he/she has a good look at the backdating of letters, the overcharging, the failiure to send things that you say you've sent...

Very good service by Brendan Connor polite showed I D badge very efficient

If you value your time, money, and sanity, avoid EDF Energy at all costs. I’ve been dealing with them for 14 months since moving into my property, and despite countless calls, emails, complaints, and even involvement from the Ombudsman, I still haven't received a single energy bill. Yes, you read that correctly — 14 months!

Their so-called customer service is beyond appalling. I’ve been promised resolutions time and again, yet nothing changes. They can't even update my meter, which means I’m trapped and unable to switch to another provider.

EDF's lack of accountability and basic competence is staggering. I’ve been trying to pay them for my electricity usage, but they seem completely uninterested. The idea of being hit with a massive backdated bill whenever they get their act together is infuriating. Spare yourself the headache and take your business elsewhere.

I was with EDF but couldn’t get a renewal quote online. So I switched to Utility Warehouse. The next day I thought I would give EDF a call. The lady I spoke to was polite, helpful and very professional. So much so I decided to switch back to EDF. I also got a cheaper price. Thanks. A happy customer!

Hi EDf,
why so hard to contact to you? and why not sending me the accurate and correct bills? what is the problem of this company? is this EDF company going be collapse?

Not possible to contact on the phone, not possible to create account online, no response on the email, so why should I keep this eDF?

I am willing to create online account since the last 3 months, I have to change my name to my tenant. What you provided account that doesn't accept to create account.

I am a loyal customer of edf, it's being a home 14 years and second home since 10 years but for this time is worse ever.

my account no:

A-2BD8EB80

59 Beaver Lane, TN23 5 NU

ABOVE ACCIUNT NUMBER IS NOT ACCEPT TO OPEN ACCOUNT, please send me correct formet account or send me final bill.

Kind regards,

Biswasdip
07454496699

I STRONGLY NOT RECOMMEND EDF ENDRGY.

I switched to EDF energy for our business gas supply effective Jan 24, despite telling EDF that I already had a smart meter which had been validated by their own engineer, I was called 7 times telling me I needed a smart meter, I eventually agreed to an engineer visit and no surprise he told me I already have a smart meter. My bills have been estimated with money being taken from my account, this all started around May time and to date has still not been resolved , its almost impossible to speak to anyone within EDF, the Bill's are wholly inaccurate, I have sent emails, and photo's of the meter, I have called multiple times to customer services, I have even used there what-apps communication tool all without making any forward progress. I wrote to the CEO of EDF a Simone Rossi on 24th June and to date not even had a response of any kind, EDF are incompetent, unprofessional with a complete disregard for their customers, if you cant even get a response from their CEO then what hope can you have, my next alterative is to write to the energy ombudsman, I would strongly advise avoiding this company. Mr Rossi, you really need to take action and sort out the appalling service levels being experienced by your customers.

This company is very bad. Avoid them or switch supplier. You will immediately see the difference when you do. Almost as if they install faulty smart meters which enables them manipulate numbers and subsequently blame it on the meters. Ultimately the ombudsman can't help you when that happens.

EDF ARE A FRAUDULENT, MANIPULATIVE AND CORRUPT COMPANY THAT THE OMBUDSMAN SERVICE, IN FACT AN DEED, SUPPORTS. AS THE OMBUDSMAN DO NOT WANT TO MAKE EDF COMPLY WITH THEIR RESPONSIBILITIES IN LAW.
THE PERSON [COMPLAINANT] IS TREATED AS A FALL-GUY IN THIS "FAR TO COSY AND CORRUPT REGULATIVE RELATIONSHIP" - WHERE THE BILL-PAYING PUBLIC IS BEING DECEIVED.

Absolute sham of a company!! Taking credit from my account for bills, they cocked up and refusing to pay back! Am now looking at going to the energy ombudsman. I will fight this until the end. I cant leave because my exit fee is £400!! Which is disgusting :@ stay away from this company!