Review Time
I’ve spent over two months chasing a refund of £2,457 that EDF themselves confirmed multiple times was approved and issued in early October. Yet, as of today, I still have not received a single penny.I’ve been told four different timelines (first 5–10 working days, then “within two weeks”, then “definitely by Tuesday”, and most recently, another 5–7 working days). Every time, the promised date passes, and nothing happens. No explanation, no proof of payment, just new dates.This was EDF’s own error—they admitted they incorrectly charged me and owed the refund (I had to go through the Ombudsman to even get that acknowledged). And still, getting the money back has become a full-time job: endless calls, repeated explanations, waiting on hold, and every agent promising to “look into it” and “send an email”.What’s most frustrating is the repeated wording: “your refund has been issued”—when clearly, it hasn’t. If a simple bank transfer takes 6+ weeks and still hasn’t arrived, it was never issued.All I ever asked for was transparency, a clear answer, and a confirmed payment date. Instead, I’ve been stuck in a loop of vague timelines, empty assurances, and no results.It shouldn’t be this hard to get back money that EDF already admitted they owe.
I must admit that customer service response felt very generic and somewhat concerning, especially considering the high standards of customer service EDF has been known for. Unfortunately, this experience explains why many customers are becoming increasingly frustrated with the declining level of support.
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