Review Time
I spoke to an agent yesterday at 4-10 pm regarding an incorrect bill outstanding from a year ago and a letter received saying a default was to be added to credit file. Initially she was helpful until i asked her to explain the bill , she insisted it was right but couldn’t explain what 168 was for - I said I really wanted to understand the charges - she said it was right but didn’t understand it herself ? She asked me to hold in a harsh tone as she would query it - I held for 50 minutes and then the call was ended as the lines closed at 5 pm - I was left frustrated and annoyed- -I began again today to explain the situation to Lucy Jones who was helpful and professional throughout- she listened and then gave me explanations- she left me on hold for a short period then offered to return my call.She kept her word and came bk to me with the explanation I understood and the amount owed was a third of the original amount - Lucy gave me the impression she wanted to help and didn’t mind retrieving the information needed to put this situation right- my very negative experience had been overturned with Lucy’s attention into a positive one, she demonstrated excellent customer service .
I called EDF on 25/11/2025 regarding my monthly bills, I was speaking to Tinuade, she was very tentative and understanding, Tinuade was very well spoken and had empathy in her voice when I told her about my situation, Tinuade listened to my concerns and advised me of what I can do, I kinda of got lost in conversation and told Tinuade why I was so stressed, Tinuade patiently listened to me and told me how she can help. Tinuade helped me in my situation, I was filled with joy thanks to Tinuade not only did she help me she listened to what I had to say. I was very satisfied at the end of the call, I will be paying of my account with Scottish power and moving over to EDF energy due to great customer service from Tinuade. Thank you Tinuade and God bless you. From a very happy customer Khuram
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