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Very disappointing service and looking to change supplier.
Constant over-billing. I am sure that many elderly people are just paying the bills that EDF send out without querying them. Living in a studio there is no way that my monthly bill can be the £150 that was sent to me. When I called EDF I was told that this was not a real bill and that my bill was £25 a month! Had I not of queried this then I would have overpaid by £125.
I don't have much positive to say about these guys. They supply both my electric and gas and for the first 6+ months they never sent me a bill / invoice to indicate my usage. The Direct Debits were being taken and added to my online account with them... the balance just grew and grew until I realised and called them. Apparently they were having issues with their IT and I - the consumer was unable to view my bills online, the website either timed out or 404 errored whenever I tried to check back at the calculations for my usage in the early months.
After calling Customer Services to resolve the problem, I was told I'd be called back once the staff were able to do a calculation of my usage. Needless to say this DID NOT HAPPEN and instead the credit balance I was accruing was almost entirely eaten up by a calculation to this day I have no idea was calculated. I still do not have the paperwork (pdf form) available online to be able to review my usage over that period. Another company that needs to get it's IT "house" in order.
The EDF Energy "thank you's" are a total joke! I won a £25 Argos voucher back in march and yes I'm still waiting to receive it and it's now the end of June! I was promised a call by the end of March and never got it,I had to phone them to be told they were having problems with the vouchers. I rang again in April and was asked to verify my claim for a second time and that I should receive my voucher in the next 14 days. 21 days later and still nothing! I rang yet again and was fobbed off with "I'm sorry for the delay,I'll get someone to call you" they finally rang me on 14th June to say the voucher was going in the post on the 15th and very sorry for the delay! Guess what? Still nothing and so I rang again on 27th June,had to verify my claim yet again and was told that it would be passed to the relevant department and they will call me! It's now the 28th and no call or voucher has materialised!! Come on EDF,it's all very well offering these loyalty rewards but its worthless if you can't deliver! I feel sorry for anyone who wins Olympic tickets! It'll be all over by the time they arrive!
Got 2 bills, one saying was in credit £200+, the other £157 owing. Took a phone call and a posted message to sort out, in the meantime still got an overdue reminder. Set up direct debit online - programming is rubbish - even though I have submitted an actual reading 10 days ago it wanted another. You have to put the date of the readings in twice! If you don't use actual readings, the estimated usage monthly payment was way more than needed.
Tip is always submit actual readings even if the site experience is not as slick as it could be.
They sent me an extortionately high bill stating that my energy use has tripled!!!! When I called and stated that I cannot imagine how I could have used that much energy, I was told that I simply HAVE to pay the £250 within the next 7 days. I refused this and cancelled my direct debit. I was then offered to monitor my meter and take a reading at the same time of the day for the next 7 days, which I did. This showed my daily usage to average 7 units and not the alleged 28!!! When I called back to report this, I was told that I still have to pay the £250 but that I can spread this in my direct debit over the next 12 months. I had to agree to this as the guy stated there was no other option. A couple of days later I noticed that my meter had dropped more than 1800 units. Again, I called EDF and was then told that the meter might be faulty and that I now do NOT have to pay the £250 and my monthly direct debit has dropped right back down. No apology, no nothing. I WILL be changing energy supplier!!!
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