Live chat

Not for fuel M0nica but we did have a year with a motor insurance company with no telephone number after the policy was established. Fortunately no need for a claim but renewal communication was so difficult we also said ‘never again’. Definitely not for us.

No experience MOnica but when we had no satisfactory reply to a complaint to a fuel company, we stopped paying the direct debit. That attracted their attention.

I often use webchats, it's a way in and sometimes leads to a phonecall from the right department. It's better than going through endless menus on the phone - ‘Press 1 for accounts; Press 2 for technical’ etc. only to be told you are number 23 in the (wrong) queue.

I usually find them helpful anyway. The last webchat I had was to get some information about some chairs in an online catalogue and where I could go to view them. I ended up visiting a storage depot by appointment, trying and buying the chairs, then taking them away (having also checked that they came flat-packed during the chat).

However, I would prefer to enter a webchat when using a keyboard (I am a fast touch typist). I'm not sure that I would recommend it to someone who is not at home with texting and typing responses on the spur of the moment. Some may feel flustered by quick replies and questions, although my experience has been that most agents on webchats are patient and polite.

Found this on EDF website

General account enquiries

0333 200 5100 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Check your balance, make a payment or submit a meter reading

0333 200 5108 (1)
Automated 24 hour line
Prepayment meter enquiries

0333 200 5110 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Text telephone for customers with hearing difficulties

0800 096 2929 (2)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm

Thank you Anja. I have been googling this evening and, among other things found a screen for EDF explanating how Live Chat worked and it was interesting that the several examples they gave of its use were all simple questions ' I am moving house.....', 'Here are my meter readings' etc.

None of the example questions were of the more complicated kind I want to ask, about why figures on my quarterly bill that ought to be the same are different and how each was reached.

I think it is quite ridiculous that one of the conditions of an account that involves figures that may be queried, is that you cannot talk to anyone on the phone about them.

Unless, of course, one is an awkward cuss who will pick away until they find someone to talk to.

I am with EDF and often use their live chat (and do so with other companies), and find it a very simple method of sorting out any queries or problems. I usually prefer this to actually trying to speak to someone on the phone. Do try it, just type what is your problems, then they will come back to you with any relevant questions until they get to the bottom of your query.
Do allow plenty of time, though, it is not a quick method

It's very annoying. I am fairly computer savvy but I'd rather speak to a human being. Luckily I haven't come across this - yet.

EDF Phone numbers, Hove, Croydon, Bexleyheath, Crawley,
0333 200 5100.
Haywards Heath, Gravesend, is 0843 504 3682
got them from google

I find it much easier to deal with complicated queries by web chat as I don't feel so rushed and if using my laptop I compose my original question in Word to make sure I have it all correct and then copy and paste it into the webchat .

Twice I've had problems with a phone company re bills and despite phone and emails, hit that stonewall called Customer Services.
On both occassions I was given the official line, which means, "tough"!
I mediate lyrics wrote and official complaint to the CEO, via email, (googled) and within 24 hours problem is being dealt with, issue resolved and compensation given.
Thus is now my standard for complaints, try Customer Services, if no resolution, go directly to the top.

I'm with EDF and always just phone their fogies hotline. It's not called that though. When I switched to them they asked my age (then 62) and disabilities (I wear glasses) and was immediately classed as vulnerable - result! You get straight through on a special number, which they send you, to specially trained (I assume) staff who help old biddies out.

I swapped to ESTRONGA and although cheaper I think... it has no interactive content at all
I can input a meter reading but it has NO comparisons available at All
I have no idea how my DD is going .. whether or not I’m in credit /debit
Nothing
They apparently only produce a bill once a year
Once my year is up I’ll be off
Looking for an electricity only produced with good customer service
Any recommendations please?

I have used web chat successfully a few times but you do need to have plenty time to do it. Yesterday I needed to make a payment over the phone as my online banking 'secure key' developed a fault. The phone lines don't open until 8 am and by then I needed to be leaving to go to work. I tried web chat but the operator couldn't help. I asked at what time the payment would have to be done by to be credited on the day. The response was you can phone at 8 am. I'd already explained I didn't have much time as I needed to leave at 8 am but the operator kept telling me to phone at 8.am 'It's only 4 minutes til the phone lines open' they said! In the end I gave up and phoned after work where a very helpful lady not only took the payment but set up the online banking for me ready for next month. It is so much nicer to talk to a human being most of the time.

I have never come across a web chat only service so far, but otherwise I am such a fan of web chat. In the days of phone only I had a ridiculous similar scenario anyway, where the energy company could not deal with the fact that the left hand side 9 on the meter goes over to 10, which means it starts with 0.They never got there after months on the phone.
With web chats I have managed to leave Sky, which saved me half a day, get refunds for premium movie services, follow up on bills, point out mistakes ............all saving time on phone queues. the other thing is you don't have to think on your feet or be persuaded to take up any offers, as you have time to compose a reply

Jeepers creepers! What about those of us [very few admittedly] who simply do not have a mobile device, nor want one........ we are beginning to feel discriminated against!

I have never had an issue with EDF and their communication is excellent by phone email or live chat.
I prefer live chat, always get an answer quickly.

For Monicas info:

By phone

Call us on one of the numbers below - however before you call, why not take a look at our question and answers page above. You may find the answer to your question is already there.

General Inquiries

(Monday to Friday 8am to 8pm and Saturday 8am to 2pm)

0333 200 5100

Text Telephones

For customers with hearing difficulties

0800 096 2929

National Gas Emergency Services

(24hr, for gas emergencies)

0800 111 999

Calling from mobile?


0113 820 7117

Calling from abroad?


+44 (0)113 820 7117

24-hr Bill Payment


0333 200 5108

You can always raise a complaint with Resolver or the Energy Ombudsman if you are not getting results by other methods. Try sending an email to EDF, citing the fact that they don't respond to your emails (yes, a bit weird) and giving them 10 working days to send a deadlock letter (email) which, in essence, means that neithet of you can resolve the problem. If no joy then contact the Ombudsman who will assign you an investigator to deal with it.
CAB is another, less confrontational route to getting answers. Good luck.

kittylester
Stopping DDs may have an effect but it can also impact your credit rating.
It's never a good idea to stop payments as it immediately puts you in the wrong.

I have spent years moaning, as only I can, about the length of time it takes to get through to my bank. So I used their chat option last time. It was so much better. Got through instantly and I had time to think about what was being said before replying to make sure I had understood. We resolved the problem fairly quickly even though the person disappeared once or twice to check discrepancies. I think if you still cannot resolve the problem then at least you can ask them for a number to contact or an address to write to. Also, I would like to believe this service cuts down on administration and staff costs answering unnecessary correspondence or phone calls where the issue could be dealt with swiftly by a chat service. Thereby not passing those costs on to the customer.

List of phone numbers here:
edfenergyuk.custhelp.com/app/answers/detail/a_id/1507
I find the one that you use to talk about leaving the company is useful!
General enquiries - if you are thinking of leaving EDF Energy 0333 200 5100 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm

General account enquiries 0333 200 5100 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Check your balance, submit a meter reading or make a payment
0333 200 5108 (1)
Automated 24 hour line
Prepayment meter enquiries
0333 200 5110 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Smart meter enquiries
0333 200 5104 (1) (to book a Smart meter installation)
0333 009 7000 (1) (for Smart meter general enquiries)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Text telephone for customers with hearing difficulties
0800 096 2929 (2)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Switching to EDF Energy or renewing your tariff with us
Switching to EDF Energy (new customers only)
0333 009 7155(1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Renewing your energy tariff with EDF Energy (existing customers)
0333 200 5100 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Emergencies

Gas emergencies
0800 111 999 (2)
Electrical emergencies (power cuts)
105 (from mobile or landline)
Our support services
Priority services helpline
0800 269 450 (2)
Mon-Fri 8am to 8pm and Saturday 8.30am to 2pm
Energy efficiency enquiries
0333 009 6999 (1)
Mon-Fri 8am to 8pm and Saturday 8.30am to 2pm
Warm Home Discount enquiries
0333 009 7010 (1)
Mon-Fri 8am to 8pm
Debt helpline
0333 009 6992 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Independent debt advice
0808 156 6666 (from a landline)
0300 330 0519 (from a mobile)

Never try web chat with Argos... nobody there seems to know what they are doing! They pass you from one web chat person to another, each giving conflicting information!
I have to say calling them hasn't resolved the issue either. I won't order a delivery from Argos ever again due to their utter incompetence.

I am with Octopus. Chose them on price comparison when I moved here last year. They are excellent, and the customer service is genuinely customer based. If you have a problem they sort it out - even if it was your own fault!
They are not the cheapest, but are right up there in the reasonably priced and for the comfort of knowing that if I have an issue it will be dealt with by a courteous human being who values my custom that extra twenty quid or so a year is worth it!

M0nica - if you are still intending to change supplier it might be worth checking what, if any, your ‘get out’ charge is. We were going to wait until the end of out contract then we realised we were actually going to save more than the ex-supplier was charging to move early

TellNo1Ok Can thoroughly recommend SoEnergy. They provide 100% renewable fuel and get - deservedly - excellent reviews for customer service.
www.so.energy