Utilita: Very poor customer service

nick1960

Just to advise people if they are thinking if switching to Utilita.

I moved to them 15 months ago. I paid by direct debit.

I received the first bill from them after about 6 months, the bill was for the first quarter and therefore it was obviously 3 months late.

When I complained I was told via a shirty e-mail, that it was my fault because I hadn't sent them any meter readings. They hadn't asked for meter readings so I was suprised about this being my fault.

Next bill arrived it was estimated so I sent them the correct readings, no answer, no updated bill.

Six months later I had two bills for two separate quarters, one was the updated bill 3 months late. This time they had estimated that I had used 9 units of gas per day when I had never used any where near this amount. 3 to 4 was more like it!

I complained and they apologised and sent another bill saying they did not know why their computer had done this, nice to know that they have their finger on the pulse!

I had not been happy with them so I decided to switch, I have had to beg them for a final bill, this eventually turned up and I am owed £400+. I was promised by email that this would be with me within 14 days, and I am still wating 22 days later.

Every time I have e-mailed I get an automatic response saying I will get a reply in 5 days, but every time it has taken at least 14 days and sometimes up to 19 days.

Note:the individuals you deal with are usually polite, (apart from the geek who said they send bills out late because I don't send meter readings), but the whole company seems to be a shambles.

Personally I would not sign up for free energy from them.