My unpleasant experience began when I contacted EDF Energy back on 6 March 2026 to request for copy of old energy bills for the period from September 2021 to December 2022 of my house.
Notwithstanding their staff’s assurance and promise that the requested bills would be ready on 11 March 2026 and later 13 March 2026, they were not sent to me as promised on either dates.
On 16 March 2026, I called up their Customer Service Centre and repeated my request again. My call was first answered at around 12:07 pm by a customer officer named Julie.
Upon checking my account number and billing address, Julie held the line for some time to make enquiry with her colleagues at billing team on the matter. She came back after around 10 mins and told me their billing team was still processing my request. I then explained to her the urgency of the matter that could not afford further delay. I therefore demanded her for a time estimate of when those bills would be ready. Julie bluntly answered in no way she could tell me when the said bills would be available. Despite knowing these bills were requested urgently and had been delayed inordinately, she did not bother to appease my anxiety or disapproval by suggesting any solution to the delay but only repeated her earlier answer again and again like a parrot !
In reply to my demand for contact number and / or email address of their billing team, Julie claimed she did not know any way to contact their staff at that team. Disappointed by her unhelpfulness, I further asked her to put my line to her section or team head whom I believed would be more helpful. Again she denied my request alleging she cannot put my line to anyone.
Finding her to be both incompetent and unhelpful, I asked Julie for her staff number and surname. She refused to give me her staff number and surname. What infuriated me most, was her remaining silence over the phone !
What really displeased me, was not her incompetence and reluctance to help, but her RUDENESS ! It is extremely impolite for a customer service officer to deliberately ignore her customer and remained silent in response to his enquiry !
As she was not responding to me, I hang up the phone at around 12:47 pm. But I forewarned her complaint would be lodged against her.
Being so desperate to obtain those old energy bills, I made a 2nd call to their customer service centre on the same day at around 12:56 pm. This time my call was answered by another girl named Vicky attaching to Team G.
Vicky was in total contrast to Julie !!!!
In short, Vicky proved to be very competent and helpful. Upon knowing urgency of my request, she made enquiries with their billing team. I was thrilled to learn from her that those old bills were ready to be sent to my email box instantly !!
Accordingly Vicky sent me all the old bills in 15 attachments by 3 separate emails. She was so thoughtful to go through those attachments with me one by one over the phone to ensure they were exactly what I needed. I wrote a review on Vicky's sterling service yesterday.
The 1 million dollars question is, why did Vicky manage to send me those bills I requested without delay whereas Julie was unable to do the same ?????
As said, it was her attitude that displeased me most. I am sure EDF energy never trained her to treat customer in such insolent manner !
While Vicky definitely deserves a credit, Julie deserves immediate dismissal. There is no excuse for substandard service. Staff of such low calibre, would bring disrepute to the company !!
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