79,947 total
Jason from Team 14-C dealt with my request and he was the most helpful advisor I have ever dealt with from any company I am in contract with. He listened to my concerns, showed empathy and really helped me with my current situation - even switching me over to a better energy deal to help me lower my unit price. Absolute gem of an advisor, thanks Jason!
Date of experience: May 05, 2024
Thought my prayers were answered when I spoke to Mark.
My bills have been estimated for over three and a half years- had a smart meter fitted August 2023 but is still not commissioned
Mark promised to send an engineer the following day between eight and six but no engineer arrived sadly and I don’t believe one had been ordered and I am still waiting .
I can see somebody called Suzanne monitors the good reviews on Trust Pilot, maybe she can have a look at mine.
Devastated customer.
Date of experience: May 01, 2024
I Dealt with a few customer service agents, however the issue with my meter was quite complicated.
I then spoke to Graeme who works in the 12D team, he was absolutely fantastic.
He ascertained what the issue was with the meter really quickly, his knowledge was fantastic. He called me back in 20 mins and spoke me through fixing the issue which he also sorted.
Can’t speak highly enough of Graeme, EDF are extremely lucky to have him as I was considering switching before speaking with him.
Thanks again
Jamie
Date of experience: May 03, 2024
I wanted to help my 83 year old father with submitting his meter readings and accessing his EDF account.
Ross responded to my query very promptly and assisted me in getting this sorted. Meter readings submitted within a few hours of my initial email.
Thank you Ross
Date of experience: May 02, 2024
Absolutely brilliant service today with Deshnee Pillay! The call dropped at the start and I thought I’d have to call again, but she called back within a minute! Wonderful customer service. Super helpful with my move out date requirements, gave me all the information I needed, and was otherwise very charming, professional, and friendly. Massively impressed to such an extent I will now move to EDF at my new address. THIS is how customer service works! Thanks, Deshnee!
Date of experience: May 03, 2024
Hayley K was very helpful and explained my options on the tariffs and also how my payments would clear my debt. I was very happy with the service received. Our email conversations were very pleasant and informative.
Date of experience: May 04, 2024
I contacted EDF with a query regarding changing tariff. Linda replied with a straightforward message and offered to check that everything was in order should I choose to go ahead. I decided to go ahead and, just as Linda promised, I received confirmation that everything that was offered, was delivered. Much appreciated and easier than I expected.
Date of experience: April 26, 2024
Rob was absolutely amazing! Really friendly. Got my query sorted swifty and as promised he followed up with an email to reassure me it was resolved. He was polite, friendly and very professional. An absolute credit to your team. Thanks again, Alison
Date of experience: May 03, 2024
Reply from EDF
Hi Alison, I really enjoyed reading your review. It’s amazing that you’ve had great service from Rob. Many Thanks Suzanne :)
Changing tariff at EDF. Yemi in team 13B was most helpful explaning my options in a clear and concise manner. Plus my gas direct debit has reduced by a not inconsiderable amount. Still don't like hold music better to get a ring back to avoid hanging on the 'phone not Yemi's fault though.
Date of experience: May 02, 2024
Reply from EDF
Hi Pamela, We love to see a 5* review, and it feels great knowing you’re happy with our service! Many Thanks Suzanne :)
Edurand was very polite and helpful when I rang early morning April 30 th. Renewed my contract very professionally and explained very clearly. Also pleased I was able to speak to a person on the phone.
Date of experience: April 30, 2024
Full of hot air and empty promises!
We now get the silly request to send yet another WhatsApp message to the same useless people who supposedly deal with customer service!!!! Pathetic beyond belief!!!!
It may be a Bank Holiday weekend but EDF don't sort issues out at anytime given that the problem/s they have caused have been going on for well over a year. Avoid using them like the plague.
Date of experience: May 03, 2024
Reply from EDF
Hi Tony, I’m sorry to see that you’ve scored us so low. Could you text your details to 07480739363 as I would like to see what went wrong and resolve any concerns you have. Many Thanks Suzanne
We were informed by lettr from yr. company that you were unable to get a signal for a reading from the smart meter which you suggested we install which happened in July 23. Since receiving this letter in February this year, we have spoken by telephone, emailed and texted by watsapp at least 20 times and sent photo of smart meter; your promises to resolve this matter have not materialised. We are still having to read the meter ourselves which is in our tenant's house next door. They have, infact, asked you many times since August last year if they could have a separate meter installed. We have spent over £8000 doing all the preparation work for them, and their enquiries to you, in their name, as they have to do it themselves, have also come to no avail. Very disappointed with the appalling service. Will not renew our contract when expires.05
Date of experience: May 05, 2024
Thank goodness for staff like Lucy! After being left frustrated from a previous contact, this young lady was very knowledgeable, friendly, and helpful. Took time with me to explain everything in detail and what my options were for a more effective and customer friendly experience. I am now on a far better contract with EDF. Lucy restored my faith in the company. Thank you.
Date of experience: May 03, 2024
My customer agent was Arminda. I was slightly taken aback with her calm, reassuring matter which immediately put me at ease. All questions were answered quickly, during which I was put on hold for a very short time whilst she accessed my account details and repaired my 2 problems in quick time. I have a broad Scottish accent and sometimes my own family don't even understand me. Hats off to the wee girl.
Date of experience: May 01, 2024
Reply from EDF
Hi Andrew, Wow, what a fabulous review! Thank you so much for your lovely comments and 5* rating. Many Thanks Suzanne :)
I had some unsolved issues with my electricity bill for the month of April 2024. I spoke to Lorraine Flynn on the 2nd May 2024, she listened to my queries quite attentively. She then told me to rest assured, she would resolved my issues which she did and I was quite satisfied.
Lorraine is quite a knowledgeable and competent advisor. She was very pleasant and patience.
She asked me to email her a picture of a new meter reading and she would call back the following day to give me an updated and she kept her promise. I am very satisfied with the outcome.
Overall, she is quite professional.
Date of experience: May 03, 2024
Reply from EDF
HI Shiva, I really enjoyed reading your review. It’s amazing that you’ve had great service from Lorraine. Many Thanks Suzanne :)
Aaron in Team 7C took my call after the call day before was unresolved. He was empathetic and understanding and worked hard to resolve the issue on payments until I was completely happy with the resolution. He gave a clear summary of the call and then followed up with a summary and confirmation on email on next step. It’s unfortunate that things go wrong but the it happens and the way these situations are dealt with makes a huge difference.
Date of experience: May 02, 2024
Reply from EDF
Hi John, It sounds like Aaron has done us proud. It’s always brilliant to hear that the service provided was fantastic! Many Thanks Suzanne :)
I've had really good service from EDF recently as a result of a power cut we had at our holiday cottage, which really needed immediate attention as the night storage heaters didn't work. Sanvir from EDF made sure it was dealt with and had a new meter installed the same week, and has kept in touch with me by email to make sure everything is now OK. I've never had such a good service from EDF in the past.
Date of experience: May 02, 2024
Reply from EDF
Hi Vivien, It’s great to hear that you were extremely happy with the service you received! Thank you so much for your wonderful feedback. Many Thanks Suzanne :)
Not sure if I could say anything nice about chat support, they were more asking me questions then answering mine, but when after 40 minutes holding I finally got through to someone over the phone, they fixed my issue in. only about 3 hours. Still also not sure why I had to top up my card when I clearly asked them to set up direct debit but it looks like it’s just how it works.
Date of experience: May 01, 2024
Reply from EDF
Hi Mani, I’m so sorry for the problems you have experienced, if you need anything else, please do not hesitate to contact us using one of our digital contact channels:
SMS – 07481341928
Whatsapp – 07480802942. Thanks, Kirsty
I appreciate how Rosemil served me showing patience and making sure if the top-up went through. So I wish that anytime I call, she'll be the one on the other side of the phone.
Date of experience: May 04, 2024
Day 133 of my dispute with EDF and they continue to mess me around. Thanks to them, I spent the Winter without any heating. It would take 2000 words to describe the misery and stress they have caused, and continue to cause me. Please take this as a warning and stay away from this company! They don't deserve your custom. They lie, refuse to answer questions, refuse to supply recordings of phone calls that I know will prove their mistakes, they repeatedly deny any wrongdoing, and they ignore you for weeks on end while they go on holiday and don't pass the case to a colleague to deal with in their absence. I can't even escalate the issue to the Ombudsman because, despite repeated requests, they refuse to provide their final decision on the matter, which is required to open an escalation case. EDF have damaged my health and that's no exaggeration.
Date of experience: May 05, 2024
