A LYME Regis restaurant owner has hit out at her energy provider for its ‘shocking’ customer service as her bills ‘shoot through the roof’.

Jane Jones, who runs Baroque in Drakes Way, says that the company, EDF, should be ‘a lot more sympathetic in respect of what we are all going through’.

The eatery, which offers dishes from across the globe, opened in spring last year down the picturesque alley just off Broad Street in the seaside town.

Jane has claimed that EDF has treated her with ‘utter complacency and ineptitude’ after being told in November that she was nearly £2,000 in debt for her electric - despite her account showing at the time that she was owed about £800.

“You can imagine me thinking that I had this credit but I did not at all – I was in serious debt,” she said, adding that Baroque does not get charged for gas as it cooks off a wood fire.

When she queried this, the business owner was told that the £2,000 would be taken at the end of the first year’s contract, something Jane said she would not have been able to afford.

She subsequently paid a large chunk of the money back earlier this winter and hoped to spread the remainder in instalments, but claims EDF ‘wanted blood’ and has sent ‘numerous letters’ to Jane demanding the money be paid.

One letter even threatened her with a visit from an EDF representative who would visit Baroque and collect the money in-person.

“We received continual letters demanding payment immediately. I have not been able to speak to them, no one is replying,” Jane, whose monthly electric bill rose from £140 to £600, said.

“It is absolutely horrific and total incompetence on their part. They never even acknowledged me for the £800 I did pay.

“No matter what you try and do you come up against a brick wall because I am trying to do everything right.

“Energy is so appallingly high and we are trying to put our prices down and it is just a vicious circle. It’s made me ill and has affected us enormously.”

Jane described the festive season’s trade as ‘nothing like we expected’ due to the cost-of-living and cold weather, adding she has so far ‘just managed to keep our heads above water’.

“I have got to put my hands in my pocket and sort this out. I did not even pay myself a salary last month because I am so worried about getting into debt,” she said.

“I think EDF’s customer service is absolutely shocking and they should be more sympathetic in respect of what we are all going through.

“It scares me to death about how we have managed to use that much electric but that is the nature of the beast at the moment.”

Jane has since managed to get through to EDF on the phone to explain her situation and has agreed to pay the remaining amount in four instalments once she has sent the company an updated meter reading.

But she added she was keen on telling her story as she wanted to shine a light on a ‘lack of co-operation and assistance’ from her energy provider.

An EDF spokesperson said: "In October 2022, Ms Jones’ account was in credit, however following a bill we issued on October 31 for usage between March 2022 and September 2022 this pushed her account in debit.

"We have received readings and have ensured her that the bills are accurate, however we are sorry if she had difficulties getting answers from us.

"Ms Jones has since agreed to pay off the balance in four instalments, but we will need to receive an up-to-date meter reading in order to set this up.

"Once we have received the reading we will bill Ms Jones up to date so that all usage can be included in the repayment plan.

"We can also look at payment options to help Ms Jones manage her payments going forward.

"We remain committed to helping as many customers as possible this winter, including providing debt relief and installing energy efficiency for those in fuel poverty.”