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
EDF - don't make life easy for you
Member Name: rackerss
Advantages: direct debit easy to set up, fair prices
Disadvantages: phone operators incompitent, impossible to navigate website, general awful customer service
I moved into my first rented house in July of 2011 and I decided to take charge of all bills and accounts to get us sorted. I'm living with 4 other female students and our main concern was the internet package - I didn't put a lot of thought into our utility providers.
The previous tenants had used EDF and so the easiest thing to do was just to stick with them and simply ring them up and change the name and bank account. Oh how wrong I was to think that was going to be simple. At this point we still didn't have any internet so I was lugging my laptop to and from campus to use the university internet and every time I got more and more furious at how awful their website was. My first thought was to click on the "Moving Home" tab, but they asked me for a customer reference number which I didn't have. I was a completely new tenant and nobody left a customer reference number. There wasn't even an option if you didn't have one. So I looked for a phone number to ring.
The number was free from a BT landline so I wasn't completely raging at the 45 minute waiting time for the phone at 4.00pm - I thought this would be a quiet time but obviously not. With a horribly old-fashioned phone I couldn't even put it on loudspeaker. I should also point out that the first time I rang them on a weekday at this time they said the office had been closed early - fantastic!
When eventually getting through to them I had a very friendly, but unfortunately incompetent woman on the other end taking my details, asking for meter readings etc. before being informed that the system had crashed and she'd have to ring me back in two days' time. Which she never did. I decided to leave it another week before ringing back and being told my letter was in the post. I got one letter a week letter for electricity only; I had clearly stated I wanted dual fuel. Not only that she had spelt my name wrong (Rachel - which I spelled out to her) and put my surname as my first name. The letter was addressed to Miss Soper Racheal...seriously? Who's first name is Soper?! And my e-mail address was incorrect. I managed to change this online with a complicated log-in but have not yet been able to swap my names around so letter still come saying "Dear Soper,". About 3 weeks letter a letter cam addressed to the homeowner asking me to create an account for gas which I had to use a different e-mail for.
The only thing I can give to EDF is that setting up a budget direct debit on their website was easy and so far my money has gone out of my account on the same day each month with no problems, but I don't get bills either online or in the post. Prices are reasonable for 5 people.
The customer service is awful and I told them this in a complaint online which in 5 months I have not heard back from. I think the decency of an apology would be nice, but obviously not. With no experience of other energy providers I don't know if other are better, but I'm going to do my research and look into switching.
Summary: made moving into my new house incredibly hard
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