First Utility - Any users or reviews

aelitaman

SIOUX wrote: »

I joined their isave tariff in February 2010 when I got a very good deal.
however In July they more than doubled the standing charge for my Gas
to 65.2 pence per day!!!! I didn't realise this until recently but then queried it and got the following reply:

"With regards to your concerns about the recent increase of your tariff, last year Ofgem agreed to change the charges that the gas and electricity distribution and transmission companies charge all Energy Suppliers. These charges came into effect on the 1st of April but we delayed passing them on to you until now.
The reason why we delayed changing our prices at that point is that we always try to offer our customers the best price possible."

WHY THEN ARE THEY STILL OFFERING THE ISAVE TARIFF AT THE LOWER GAS PRICE OF 37.47 PENCE PER DAY!

They are trying to milk their existing customer base for cash thinking the stupd ones will not check the prices they charge.

pollyanna56

I have been with first utility since september 2009. In August I realised prices had been put up and asked to change tariff to their cheaper isave V5, I was told I would lose my annual discount and "advised" to change after September. I have now changed tariff and this month have been credited £95.53 of my total annual discount of £227, however I think it is very likely the price will be put up again and have decided to move to a different supplier. My concern - after reading some of the posts here - is that I might have difficulty getting the remaining £132 of my discount credited if I switch. Has anyone else successfully switched from first utility and been paid any discount owing?

PS
Have just received this email from first utility-

"We’ve recently introduced a great new Loyalty Bonus; stay with us for a second year and, at the end of that year, you’ll receive an extra bonus of £105 – in addition to your second year’s Dual Fuel Discount! *

The Loyalty Bonus will be based on 7.5% of your first year’s spend, and more details will be shown on your next month’s bill."

MONEYPENNY

pollyanna56 wrote: »

I have been with first utility since september 2009. In August I realised prices had been put up and asked to change tariff to their cheaper isave V5, I was told I would lose my annual discount and "advised" to change after September. I have now changed tariff and this month have been credited £95.53 of my total annual discount of £227, however I think it is very likely the price will be put up again and have decided to move to a different supplier. My concern - after reading some of the posts here - is that I might have difficulty getting the remaining £132 of my discount credited if I switch. Has anyone else successfully switched from first utility and been paid any discount owing?

PS
Have just received this email from first utility-

"We’ve recently introduced a great new Loyalty Bonus; stay with us for a second year and, at the end of that year, you’ll receive an extra bonus of £105 – in addition to your second year’s Dual Fuel Discount! *

The Loyalty Bonus will be based on 7.5% of your first year’s spend, and more details will be shown on your next month’s bill."[/QUOTte]

You are right to be suspicious, they will not catch you out again. Leave now and never go back no matter what they offer.
You will be in exactly the same position next year when they try to trap you again by the same tactics, I am also switching and am due a rebate which I have managed to get in writing, so my advice is to contact them in writing or by email and get them to state what it is you are owed.
They have 10 days to respond, if they do not then you can remind them that their failure to respond has cost them another £20, repeat as necessary until they pay out and you are cured of F.U.:)

kevcoo

I was with this company from early 2009,when prices increased increased in July i decided to switch,did everything correctly so as not to pay increased prices,then they blocked gas but not electric,even though its the same bill and account number,this i believe is against the rules as bill not over 28 days old,the emails i sent to say i was leaving say they cannot find,also sent written letter also say they have not recieved this,sent this recorded delivery and i have proof of date delivered and has been signed for,now trying to say my new supplier did not contact them soon enough so they wont reemburse the increased prices they charged me for on July,Aug and Sept. All this for about £35.00 and also breaking the rules.
Dreadful company,keep well away,i am not with them any more and will NEVER go back no matter what prices may be
Want me to send more proof but i have spent enough on phone calls and postage which i will never see again
If you read this Stacey,will send you my email if you wish.

TrustMe

If proof be needed of how much First Utility should be avoided then read this item on the BBC website (4th Dec 2010):

http://www.bbc.co.uk/news/business-11916422

Two companies are picked out for special concern.

The Consumer Watchdog says this about First Utiliy:

First Utility was accused of 'extremely concerning behaviour' in how it increased its prices for new customers within weeks of them signing a contract

Well this seems to mirror what has been said on this board for some time.

TrustMe

TrustMe wrote: »

The Consumer Watchdog says this about First Utiliy:

First Utility was accused of 'extremely concerning behaviour' in how it increased its prices for new customers within weeks of them signing a contract

First Utility didn't like to be shown up for what they really are, and got the BBC to change the wording in their item, even though they were quoting from the consumer watchdog. The differences in the BBC text can be seen here:

http://www.newssniffer.co.uk/articles/371779/diff/2/3

First Utility really are the lowest of the low.

MONEYPENNY

I have also been posting on moneysupermarket.com outlining the same things I have mentioned on here concerning my problems and I received a response from STACEY ROBERTS who I believe holds some position of seniority . On there she appears to monitor the forum pages . I would expect others on here will know her proper title and/or who may have spoken with her.

first:utility Customer Service:Hi scouse alias tony Please accept my sincere apologies for the problems you have experienced with our service to date; if you would like to contact me direct on [EMAIL="stacey.roberts@first-utility.com"]stacey.roberts@first-utility.com[/EMAIL] I will do my upmost to resolve as quickly as possible, plus include your account number in your email so that I may locate your account.

Nov 1 2010


I contacted her as she asked, and we came to an agreement on how to sort this matter out. We agreed on what was currently owed as this had too be calculated by hand to take into account other things such as over payments I will have made and discounts due back to me . THEY CANNOT PROVIDE A PROPER/CORRECT BILL due to errors on or with there computer system , which it seems is impossible to sort out as many other customers are aware of, judging by the other posts I've read . I have been waiting for a gas bill for over 12 months !.

Anyway I paid this up to date as we had agreed by BACS transfer the following day and was promised by her that there would be no blocking of my transfer again to EDF , which they had done without justification, and should of taken place shortly after, giving one small final bill .

Well her words where meaningless as they have now stopped my transfer twice since we had agreed a way to sort this matter out. This means they have now blocked my transfer 3 times now without proper justification. They know they cannot do this as the Ombudsmans office has pointed this out to them, and they could offer no argument. They cannot block a transfer if there is an outstanding amount due to a billing error where the suppliers own systems are responsible. This is in their licensing conditions and will be enforced through Ofgem. I was also told today that my case is now being forwarded to Ofgem with others from the Ombudsmans office and they will also be writing personally to the M.D MARK DAECHE for an explanation on why matters have had to reach this stage.
This shower of liars and cheats should be closed down as they think they can do as they please, and people like STACEY ROBERTS appearing on these forums pretending to offer assistance is just phoney PR and should fool nobody. They couldn't care less and are only concerned with screwing every penny from you while they hold onto you, and trying to enforce massive price hikes like they did in July, but this was applied retrospectively as it's customers were only made aware much later.

I hope you are reading this STACEY ROBERTS, YOUR WORDS MEANS NOTHING AS YOUR WORDS ARE CHEAP. and you are as phoney as the rest of your companies sales pitch . I could never imagine that I could have so much trouble paying a bill as this has been going on since December 2009, and then be unable to switch supplier , it beggars belief.
If there is any justice, then Ofgem will hit them hard with fines that will cost them dearly, and their customer base will evaporate after reading posts like mine and many others on this and other forums. They should not be allowed to run a Utility company the way they have by their lying and cheating and utter incompetence with no customer service whatsoever.
If anyone reading this is also having problems with them then please let others know on forums like this , any bad publicity however trivial will all mount up and help to bring about the downfall that is needed for cowboy outfits like First Utility .

MONEYPENNY

Terrylw1 wrote: »

Report them for breach of their licence. Suppliers can get away with most things unchecked from Ofgem. Only consumers can highlight these issues to a regulator who, well, just can't be arsed.

Get up to speed eh! if you want to make a relevant comment then please take the trouble to read all of my posts concerning my dispute with F.U.
You might like to reconsider your response that consumers should contact the regulator, if you knew what the fu** you where talking about then you would know that this is not possible as only someone such as the Ombudsman can do this and this is what is taking place.

MONEYPENNY

I would love to hear from anyone who has had good service from the Ombudsman when they are dealing with First Utility, I probably will not get many/if any replies if my own experience is typical .

Not_So_Naff

My advice is not to hold your breath whilst awaiting such replies.

The experience was like taking a circular tour, wound up right back where I started from.
They are no good, have no teeth and produce no effect.
The complaints system is not suitable for purpose.
The two Mr Cs could do a good scissor job on this rubbish pile and save some dosh.

Not to be totally negative a simple solution is offered:

1. The Complainant goes on line, persons not on line go a Library [or similar], access and complete a Complaints Form [CF].
2. The Form is eMailed to the offending Energy Supplier and a copy goes to the equivalent of what [I hope] used to be the Ombudsman.
3. There is a MANDATORY REQUIREMENT for the errant Energy Supplier to respond using the Reply section of the CF, to the concerned parties within say 10 working days.
4. If the Complainant is dissatisfied they fill in the Response section of the CF, again within a time limit
5. The ‘New’ Ombudsman reviews the case and with stamps all over the Energy Supplier or explains to the Complainant the reason/s why no action can be taken, also within a time limit.

Of course it would be essential to control access perhaps by Registration on the ‘New’ Ombudsman’s site.
One document, unlikely to disappear completely, no searching for prior information, timed responses and most importantly it would indicate to the ‘New’ Ombudsman just who the ‘rouge traders’ are.
The ‘New’ Ombudsman should be required to publish the resulting figures for the whole process, including fines and compensation payments [of course not mentioning personal details].
Open, fair and no ducking out of responsibilities.