This is my experience with EDF Energy as a new customer. If your thinking about switching to EDF Energy. Then you’d probably be best choosing a different energy supplier and save yourself the time and hassle that comes with using EDF Energy.
Today i Spent over an hour on the phone to EDF Energy. They weren’t helpful at all as i was told i had made mistakes, i wasn’t hung up on. And my girlfriend didn’t ask me to be put on the account.
However, my girlfriend did ask for me to be put on the account. ( I was stood next to her when she asked.) They also told me i wasn’t hung up on. Well i guess that’s just another thing i got wrong.
I was also informed that they didn’t arrange to call me back on the morning of the 22nd of this month. Which they did as they told my girlfriend who is the account holder that they would be calling me regarding the electric.
On the 22nd when i spoke to someone who told me their name was Emma. She apologized and told me about the electric which is all about the meter needing to be replaced as they don’t tokens for this area. Only those key type token chargers.
I asked for a list to be mailed out of the nearest agents that can charge the key for us. As we didn’t want to be travelling across town just to get our electric topped up. Especially when its raining (It always rains in the UK).
It now seems that the girl i spoke to didn’t send out the list of nearby shops. In fact they can’t trace her as surprisingly she didn’t put her name on the account or in any notes on the account.I was told that the procedure to complain which is listed on their website is wrong. All it does is put you through to customer services who are certainly no help at all.
The notes on the account say ‘There’s no evidence to suggest that Mr [My Name removed] was hung up on. (Obviously i made it up) Also there is no evidence to suggest that EDF Energy would be contacting me on the 22nd of February.’
These notes are wrong and the company has a seriously hard time admitting it. Instead they say that they can’t speak to me because of data protection and my name isn’t on the account. (Please see note above as i was put on the account.) SO unless they are suggesting that my own girlfriend likes to waste my time and hers. They are just dodging the blame. Not exactly professional from a large company.
After lodging a complaint with EDF i was called back with in the hour by a manager Named Alex Smith. Once again i was apologized too and told that they would search phone records. This kind of surprised me as earlier i was told that phone records cannot be searched and that i was basically shit out of luck. The only problem with this is that the phone records system is currently down and of course they don’t know when it will be back up. It could be a couple of hours. It could be a few days.
The reason they are searching the phone records is to try and find out who and when my girlfriend was told that EDF Energy would be calling me back. But even if they find the guy who told my girlfriend that. All they intend to do it put it down to a training issue and send the guy/gal off for some more training.
My overall satisfaction with EDF – ZERO
Would i recommend them? – Hell No!
