Big Six firm EDF Energy has admitted its sales staff let down customers following the revelation of a Which? undercover investigation.
When consumer champions Which? asked each of the Big Six for its cheapest tariff, seven out of 12 of EDF’s salespeople recommended its more expensive fixed-rate deals instead of its cheaper online tariff.
An EDF statement said: “Our online tariffs on offer when Which? called were designed for customers using our website and other comparison sites, rather than for telephone enquiries. Online tariffs reflect the lower costs of online sales and servicing. However, our advisersshould have let the Which? callers know that cheaper products were available online.”
The report was particularly damning as the Big Six failed to offer their cheapest tariff in nearly a third of the calls made by Which?.