EDF UK

First of all , this used to be a simple app to report meter readings , instantly give you the amount of your new bill and check on previous bills . However , this time , enter meter readings and the app doesn’t show the amount of your new bill anymore . EDF are hardly in administration , so to hear a recorded message that ALL of their customer service team are working from home - confirmed by the sound of their background T.Vs and children is one thing . But the other thing - since EDF is such a major player in the energy market , is just how thin on the ground and amateur their customer service has become . The at home advisor asks you ( again ) for account details you already gave to get through to telephone customer services , then says they can’t see on their system how much your bill will be - since they’re working from home they don’t have that system access . It’s really no customer service at all . Date of review 28 th Sept ‘ 23 . Four days later no bill , no update to the app . and speak with another EE customer services rep . They take 10 minutes to ‘ pull up my account ‘ only to say the bill hasn’t been created and she must do this manually . How is it taking them 10 minutes to ‘ pull up ‘ my account ? I put it to her there must be a system error , but she would offer no explanation .

When I first started using this app, for the first few months, I thought it was great! But now for the last 2 months or more, it won’t let me pay for Gas or Electric on the app, so I’ve had to revert to going to the shops with my cards. In the last two weeks, my cards have also not worked in the shops? So contacted EDF to explain, Through no fault of my own, I am unable to pay for any energy, as neither the or my cards are working? EDF kindly put £35 on from their end a week ago & told me they would send me new cards? Obviously, I’m still waiting for the cards to arrive? So still unable to top up my meters or even pay back the £35. I’m guessing it’s not just the app that’s broken here? I don’t like debt in my name whether it’s only £35 or not! & what happens when that runs out in a few days? More borrowing from you? No thanks I’d like to be able to pay for my energy without being in debt to you. Please get the app & the card situation sorted out asap!

The old app was unbelievably bad. It was slow, crashed constantly and was just plain difficult to use. Even it’s only useful purpose, meter readings, sometimes didn’t work, meaning I got an estimated bill despite submitting readings. This update, though a (extraordinarily) long time coming, is desperately needed. I like to use mobile apps to manage all of my bills and financial matters for convenience over a desktop or laptop computer and to avoid the chronic problem of excessive wait times when calling to speak to a (usually) foreign call centre. Sadly, my experience of these wait times, combined with the disastrous edf app that was half a decade out of date, led me to leave for a competitor with a better customer service offering. But I forgot to delete the app, which is how I came to write this review when I saw that an update was available. I’ve had a quick look, though I don’t have a live account any more, I’m still able to view my old one and it appears to be a million times better in every metric. Better late than never I suppose.