Newest Review: ... so the balancing was done in addition to my monthly payment. Needless to say, I contacted EDF Energy about this again pointing out al... more
And the award for the worst customer services goes to.........EDF Energy
Member Name: jakethemuss
Date: 16/12/11, updated on 26/12/11 (84 review reads)
Disadvantages: all of the above
I am writing this review in an attempt to somehow vent and release the frustration I am feeling at the moment with the customer service department of EDF Energy. These people are without doubt the most incompetent, useless, lying and disorganised operation I have ever had the displeasure of dealing with. I am warning you all to never sign up with this company as the frustration and anger you will suffer as a result of their absolute joke of a customer services department will probably shorten your life...
My frustration began in December 2010 when a price comparison service linked to my mortgage provider signed us up with EDF. After 5 months of phone calls I finally had my prepayment gas meter changed to a direct debit one. That was in May. I am still waiting for my first bill. For the last 8-10 weeks I have spent hours upon hours on the phone trying to get this sorted out. The lady who dealt with my initial call commented (in an exaggerated tone of shock and disbelief) that there was some sort of "system problem" with my account and that she would take my number and call me back in 15 minutes with an up to date bill and a normally functioning account. This was the first of a long line of broken call back promises. I have since called them no less than 20 times to get an update on my query, and each time I am advised of the same "system problem" - this is apparently something to do with a new IT system they have installed. They then promise to look into it ASAP and call you back within a set time period.....on the rare occasions they do ring back its just to tell you that there is still "a problem with the system" which is out of their control. Most of the time, however, they just don't call back. The latest call (the one which has prompted me to write this review) was even more frustrating than usual as the rude woman advised me that my situation was not a priority and could not give me any sort of time scale for when I may receive a bill...not even when I asked if it would be sorted within 5 years......I kid you not. She even had the cheek to advise me that today they were only dealing with emergency customers who had lost their supply. This is fair enough as obviously people in this situation should take priority. However, when I advised her that it may therefore be a good idea to relay this information on a recorded message at the start of the call so as to prevent a ridiculously long wait in a call queue, she smugly remarked that this is something she would mention to management. When I asked to speak to a manager low and behold there was no one available.
DO NOT SIGN UP WITH THESE PEOPLE - even if they are a bit cheaper
26/12/11 - update - These idiots have now sent me 2 red demand letters for non payment of bills. What is even more frustrating here is that I am actually about £300 in credit with them due to an offer which I received when I took out my mortgage. They have my money but due to their *-%$"*& "system problem" they cannot amalgamate my accounts and use my credit for payment! The red demand letters where worded quite threateningly and I am concerned that this will affect my future credit rating. Will they eventually cut off the gas? All I want to do is pay what I owe and leave these people. But it seems I am trapped and helpless.....can anybody advise me what to do next?........is it worth taking legal action?.......I feel like I deserve compensation for what they have and still are putting us through. Has anybody been in a similar situation in the past?............PLEASE ADVISE
Summary: incompetent beyond comprehension
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