EDF Energy Customer Service Issues

Recently, I received a home warm discount of £[redacted] and also had smart meters installed a few days ago. I followed the instructions in the letter I received to redeem the £[redacted] at the post office with my new smart meter electric card, but the credit did not show up on my electric account. After a 55-minute wait on the phone, I spoke to Caroline, who promised to assist but never returned after putting me on hold for over an hour. I have tried entering my electric card number on the new smart meter without success. I fear I may have lost the £[redacted] discount. Can someone please help me with this issue?

I am trying to update the account details following my tenant's departure until my new tenant moves in. After being on hold for 25 minutes via phone, the line has gone quiet, and I am unsure if the call dropped. Can you guarantee that the electricity will not be disconnected during the transition between tenants and bill me for any energy used in that period? Kindly confirm. Recommendations: providing estimated wait times for calls on hold or implementing a call-back service would greatly improve the customer experience. Thank you. Diana J.

My mother has been receiving multiple letters from EDF requesting payment for charges related to a smart meter in a property she used to rent out through a letting agent. The meter was installed without her permission, and she has requested EDF to either remove or disable it. We have been trying to reach customer service by calling the number provided by EDF, but the wait times have been long, ranging from 20 to 45 minutes. Despite the letters demanding an appointment for meter removal only through phone calls, my mother has not received any such appointment. She is over 80 years old and does not currently live at the property. The constant demands for payment from EDF are causing her distress. We reached out to EDF through online chat, but the call was disconnected after a long wait time. The chat agent mentioned that my mother would receive an appointment letter, which has not happened yet. It's been a frustrating experience trying to communicate with EDF.

Dear customer service team, I recently received your letter regarding the installation of a smarter electricity meter in my flat. After speaking to the owner of the flat above mine, I discovered that the previous tenant left in December, and the new tenant moved in shortly after without any mention of this upgrade. Upon inspection, we noted that the current meter is quite old and replacing it with a new one seems like a good idea. In April [redacted], our then-tenant accompanied your inspector/electricity engineer to the meter room but was informed that a smart meter installation was not possible at the time, possibly due to signal issues. This seems to be a concern not only for my flat but potentially for all 16 flats in the building. Would it be possible for you to reach out to our building management company? I can provide you with the contact information of the person in charge of our block of flats. I tried calling the number provided, but was directed to an answering machine instructing me to visit the edfenergy.com/sme website, where I found some information. Thank you.

I recently moved to a new rented place on February 4th with a smart meter. Unfortunately, I experienced a power failure this morning. After attempting to top up my account by paying £50 online, I spoke with a service agent who registered me with the account number [redacted]74. The agent closed the original account, opened a new one, and transferred the £50 balance. Upon returning home, I found that my meter screen is flashing, and I am currently without electricity, relying on my phone's hotspot. I would appreciate immediate assistance with this matter.

As the landlord of 47 Glenham Drive, Ilford, IG2 6SF, I would like to address the issue regarding Account No. [redacted] [redacted] [redacted] [redacted] of the previous tenant who vacated on 31 July [redacted]. The property remained vacant until 19 November [redacted]. I received a letter dated 1 February [redacted] from your company, but it did not contain your address. It appears that your address is not listed on your letter or website, which I find unusual for a French company. I want to clarify that I do not owe any outstanding fees for the period from 1 August [redacted] to 19 November [redacted] as indicated in your estimated bill. I request that you disconnect your meter from the premises since you did not seek permission to keep it there after the tenant left. Please confirm the removal of the meter from the mentioned address. I wish to cease any further communication or involvement with your company. Consider this message a formal complaint that I request you escalate to your regulatory body. Kindly acknowledge receipt of this complaint.

I have recently received a letter requesting meter readings for 11A Arcadia Road, located in Istead Rise, Gravesend DA13 9EH with Account Number [redacted] [redacted] [redacted] [redacted]. However, the property has been undergoing significant renovation for the past two years and has been unoccupied during this time. I reside at 11 Arcadia Road, a different property supplied by OVO, and do not have any association with 11A Arcadia Road. Despite this, EDF has mistakenly associated me with the other property. The renovations at 11A Arcadia Road have now been finalized, with various tradesmen utilizing electricity and gas over the past few months. New tenants have recently moved in on February 16, [redacted], marking the completion of the work. The electricity reading up to the same date was [redacted], and the gas reading was [redacted]. I request that all electricity and gas usage billing be directed to me at 11 Arcadia Road. I kindly ask for EDF to update their records accordingly for the new occupancy. Sincerely, Derek Jackson Landlord of 11A Arcadia Road

Subject: Change of Tenancy Details for 11 Fairholme Road, Harrow, HA1 2TL I am the landlord for the property at the above address. The previous tenant, Georgiana Marin, has vacated the premises, and I have officially taken possession this afternoon. The electric meter reading currently stands at [redacted].75. I found some correspondence from EDF at the property, which I will return promptly. Efforts to reach your office by phone were unsuccessful. Ms. Marin did not provide a forwarding address. She mentioned being in Romania during our last conversation on 8 February [redacted], but subsequent attempts to contact her have been futile. As I plan to sell the property soon, it will remain vacant until a sale is finalized. For billing purposes, I, Anne Cryan of 22 The Crescent, Wembley, HA0 3JT, will assume responsibility from today onwards. Please establish an account in my name for any necessary communication. Kindly direct all future correspondence to my home address or reach me via email at [redacted] Please note that I prefer not to receive mail at 11 Fairholme Road. Should you need to contact me by phone, my number is [redacted]2. My Date of Birth is 06.03.53, which may be required to establish a temporary account. Thank you, Anne Cryan

I have emailed you (account [redacted]86) about reading my meter. I've received a response asking to confirm my address. Although they have my address, they still asked for confirmation. Is this email legitimate? Thanks, P.D. From: Arpan Ganguli <[redacted]> To: [redacted] Thu, 10 Mar at 13:40 Dear Peter, Thank you for your email on 09.02.[redacted]. We apologize for the inconvenience and will provide further assistance. Kindly confirm your supply address for validation. Feel free to let us know if I missed anything or if you have more questions about your account. You can also reach us on Whatsapp at +[redacted]42 for support. Best regards, Arpan Customer Service Advisor Online Customer Services

My account number is [redacted]. I recently submitted meter readings online on March 17th, which were not reflected accurately in my bill. After correcting the readings on March 18th, there was still a significant discrepancy. I contacted customer service on March 28th to ensure the updated readings were processed correctly before April billing. Unfortunately, the call was disconnected four times in a row, leaving me without any resolution. I request EDF to contact me promptly regarding this issue to avoid involving my solicitor.

I have had two frustrating experiences recently trying to resolve my account transfer with Scottish Power. During calls on March 4th, I requested to move my account from [redacted] Peaks Lane to our temporary address at 19 Peaks Avenue in New Waltham. I was assured they would shift my Easy Online 2-year fixed Aug 23 tariff accordingly. The representative mentioned it would take a few weeks to complete the transfer from Scottish Power. However, I am yet to receive any updates or final bills from either company. My account number is [redacted] [redacted] [redacted] [redacted]. Your assistance in resolving this matter would be greatly appreciated.

I am the owner and landlord of 32 Showering Road, Bristol, BS14 8DN. The property was recently vacated by tenants on 26.02.[redacted], and the gas and electricity meters were changed during their tenancy. I would like to know the current utility supplier for the 2 pre-payment meters at my property. Can EDF kindly confirm if they are still the gas and electricity supplier for these meters, or provide information on the current energy supplier? I am eager to inform new tenants moving in on 14.04.[redacted] about the current supplier for a smooth transition. Thank you for your swift response, as it would be greatly helpful for my arrangements.

I am frustrated with having to spend so much time and money on phone calls to provide information already submitted online. I received a letter dated April 12th, asking for my gas meter reading, despite already submitting both readings online over 10 days ago, along with photo evidence and online confirmation of receipt. I do not want to spend more time online trying to recover a forgotten password. I manage two small businesses and work for another, all while working from home successfully for some time, unlike my current experience with your service. - R. W. Unhappy Customer 670915xxxxx, Stratford-upon-Avon, Gas Reading: [redacted]. Thank you.

I received an email regarding my property bill issue from EDF Energy. I've been unable to connect via phone as I'm in Bali. Despite submitting meter readings, I've only received demands and the bill keeps increasing. I am willing to pay the outstanding amount according to my final meter readings. Kindly email me at [redacted] with the total due and payment options. I propose paying £50 monthly until the debt is settled. You can contact me via Zoom or WhatsApp. Please stop adding charges to the account for a vacant flat. Thank you, Mark Adams From: [redacted] Subject: Your credit score could be affected Date: May 20, [redacted] at 5:17 PM To: [redacted] Reply-To: [redacted] Notice of Default to your Credit File If payment is not made, a Default will be recorded on your Credit File. Kindly settle your outstanding balance of £[redacted].14 to avoid this. Contact us if you need assistance or make a payment via the EDF app, online, or through our automated phone line.

I have an account with number [redacted]88, and I am disputing an overdue balance of £[redacted].94. I reached out to EDF Energy on March 21, [redacted]. Initially, I was advised to disregard the statement as it was incorrect, and they promised to rectify it, which has been done. However, I am now facing threats of legal action. Following a conversation with EDF on April 7, [redacted], they were unable to clarify the source of the meter readings used for the bill. It was amusing to see the service agent puzzled by the account constantly switching between credits and receiving progressively higher bills. EDF is currently looking into the matter.

Subject: Account Closure and Billing Issue I wish to address the ongoing billing matter related to my previous rental property at 3 Threshers, Crediton, Devon, EX17 3NS, with the closed account number: [redacted] [redacted] [redacted] [redacted]. On April 30, [redacted], I vacated the property, submitted final gas and electric readings on May 3, [redacted], and settled my final bill of £[redacted].54 on May 23, [redacted]. Despite closing my account and no longer possessing any association with the property since May 30, [redacted], I have been receiving inconsistent bills, causing undue stress and affecting my mental well-being. Repeated attempts to resolve this via email have not yielded satisfactory responses, and the regular statements received by post erroneously imply I am still liable for payments. This is a distressing situation, particularly given my pensioner status. I implore you to investigate this matter promptly, acknowledge the account closure, my payment of the final bill, and redirect any outstanding dues to the property's current owner or tenant. Sincerely, Midge C.

My son, Marcus R., and his former partner, Shannon P-H., have yet to receive the electricity bill for the property they used to share, despite Marcus still residing there. To aid in resolving the issue, my name, Meena K., has been added to the EDF account under number [redacted]07. My contact information is on file as [redacted]3 and [redacted] We are patiently awaiting the 1-year backdated bill as per regulations. Surprisingly, no attempt has been made to bill for electricity after that period. Though gas is paid through direct debit and refunds have been received from that account, the lack of electricity billing remains confusing since both services have always been provided by EDF. The property address is [redacted] Hedgeley Road, Hebburn, South Tyneside NE311HD. Since Marcus and Shannon's breakup on August 1, [redacted], we are eager to settle the outstanding electricity bill up to that date and address any billing discrepancies. Despite several calls made and promises of prompt follow-ups, we are still awaiting a resolution from EDF.

Until the end of February, I received separate bills for gas and electricity. The electricity account had an excess credit, which was adjusted against my payment for that month. I paid £77.90 for the gas bill on time, and the payment reflected in my bank statement. Recently, I got a combined bill for gas and electricity covering February and March. It seems I am being billed twice for February, even though I already settled it. I attempted to reach out to customer service, but the noise level in the call center was too high for effective communication. Could you advise on the best way to address this issue, please?

I have been receiving numerous texts and phone calls for the past two weeks regarding scheduling a smart meter installation. I've already spoken to two representatives who assured me they would resolve this and stop the constant reminders, but I received more messages last Friday and tonight. If this harassment persists, I am contemplating changing my energy provider. Sincerely, a frustrated EDF customer.

I contacted Cadent in November [redacted] to have my EDF gas meter moved, but it cannot be read remotely since then. Despite numerous requests, they have failed to commission it. They claim they can read it, but the figures are from the old meter (starting at 67). My current meter reading is [redacted]. South African customer services, while polite, seem unaware that the numbers they reference are from the removed meter. Can someone assist with this issue? Thank you, I.O.