Utility Warehouse (Telecom Plus) Discussion

angryXcustomer

Please, I need advice as to what to do next.

I am a very angry customer trying to leave Utility Warehouse. They were fine while I was with them, but I’m guessing that they get “lowest rates” by only charging you 50% of what you owe – then when you want out, they slap you with the other 50%! At least, that’s what has happened to me…



I’d kept up on my bills just fine, but when I left the house (and country), they did this “budget plan reconciliation” which left me somehow owing over £1300 all at once (which seems to be what most people pay over a whole year) – and this was after being with them for only a year – so they were undercharging me about the same as they had been billing me.



Now, they wouldn’t even let me leave. All other companies I’ve dealt with have accepted my word that I had left the premises, only asking for final readings and info as to who was on the bill after me (in owner/occupier situations). Not UW. They wouldn’t even accept my tenant’s council tax bill as proof of residence – tried to gain entry into the house to install prepayment meters and won’t allow them to change suppliers. In breech of advice from the CAB… that you are not to be held liable for previous tenant’s unpaid bills.

They have not recognized my new forwarding address, so have not formally given me any warnings or anything aside from normal bills (where they are still billing me as if I was still living there). I'm now in e-mail communication with their debt collections department who is threatening me with legal action if I don't pay up - despite the fact I am disputing the bill.

I need some advice as to how to handle these people. I cannot afford to pay them what they say I owe and I'm afraid my tenants (good people, really) are going to have more trouble with them because of this.

Help!

wongawonga

angryXcustomer wrote: »

I’d kept up on my bills just fine, but when I left the house (and country), they did this “budget plan reconciliation” which left me somehow owing over £1300 all at once (which seems to be what most people pay over a whole year) – and this was after being with them for only a year – so they were undercharging me about the same as they had been billing me. Help!

Did you not send them meter readings so they could ensure monthly payments were about right ?

Cardew

Welcome to the forum.


I suspect they think that the account moving to a new tenant is just a ploy so you can escape payment for your debt.


It is quite a common scam for 'Mr Smith' to say they have left the premises and the new occupant is 'Mr Jones'; when Mr Smith is still living at the premises. We have seen cases on MSE where account holders(with a big debt) have openly declared they have put the account in their child's name to avoid payment - and are indignant that the Utility company won't accept the situation.


On the question of your debt, it is difficult to see how you could run up a bill of £1300 when UW bill monthly - did you never check their meter readings or give them your own readings?

MillicentBystander

First new energy tariff launched since the buying back of their energy business from npower looks very much a step in the right direction. Available to Double Gold customers only, it's a Fixed Tariff that ends on 30th April 2018 so that's 4 Winters covered. The only other Fix that (almost) equals the length of UWs is Sainsburys Energy's fixed till 31st March 2018 but that costs £1306 p.a. in my Yorkshire region on the average household consumption figure (13500 gas, 3200 electricity) and has a £50 per fuel exit fee. UW's Fix comes to £1179 p.a.so £127 p.a. cheaper but no idea if there are any exit fees. I would hope they stay true to their ethos and impose no fees.

BP1987

Hi,

I am a new Utility Warehouse customer as i have recently moved home and they were the supplier of the previous tenant in the property. I set up my account and sent them the meter readings, tenancy agreement etc..

I received a letter when my account was set up about switching tariffs as i wasn't on the cheapest one and trying to get me to sign up for a bundle package or something(which i didnt do)

I have received a letter today stating that my £200 deposit is overdue and if i dont pay it within 7 days they will be coming to install pre payment meters.

The issue is at no point whatsoever when speaking to anyone regarding setting up my account has a £200 deposit been mentioned or a reason for it.

I have received nothing in writing regarding any payment of a £200 deposit. Until this letter which the way it reads is that they have already stated to me that i have to pay a deposit(which they definately haven't).

I don't understand what this deposit is for, i spoke to someone and they said i have to pay it or they will come and put the pre payment meters, but i cant afford to pay a £200 deposit on top of my current bills. I don't want pre payment meters.

Any advice on what i should do would be greatly appreciated

Thanks

penrhyn

Could it be they have run a credit check on you?

BP1987

im not sure they haven't informed me that they have.
The first i have heard about the deposit is a letter saying that it is overdue.
I dont understand how a deposit can be overdue if i've not been informed i need to pay a deposit in the first place

penrhyn

Looks like a communication SNAFU.

British Gas say this:-

Sometimes, if a new customer has got a poor payment history or credit rating we will ask for an upfront security deposit before we can supply any gas or electricity. But, if all the bills are paid we will refund this money at the agreed time.

I guess UW think you will be a bad payer unless you convince them otherwise.

Whats the latest from their Customer Services?

antrobus

See this review here - http://www.trustpilot.co.uk/review/www.utilitywarehouse.co.uk/52e6b2030000640002735975

Note the response from UW "Currently, we do indeed ask for deposits from new tenants." Presumably, irrespective of credit status. And I'm not sure what they mean by 'ask'. Anyone can be asked to do something; being contractually obliged to do something would be quite different.

BP1987

I wouldn't have minded as much if they would have asked me when i set up my account or informed me they required a deposit. its the fact that they have stated its overdue when i have not been informed of the requirement to pay it in the first place i received a welcome pack and there is nothing stated in there about a deposit. I'm a little angry about it as i spoke to 3 or 4 different people when sorting my account out and it was never mentioned at all on the phones and there has been nothing in writing. may look at switching suppliers, wont be able to contact them today now as i'm in work but will update when i know a little more.