First utility dual fuel discount ripoff

timmylovesmaddy

I wonder how many of you there are out there that are very unhappy about the change to the way First Utility has (without notification) changed the way they pay the annual dual fuel discount. Instead of crediting the account in the November invoice I finally got a cheque on the 16th December.

I complained and pointed out that their Terms & Conditions said that they would notify 30 days in advance of any changes that disadvantage the customer. I considered that that was the case and we had been deprived of over £150 for a month. It, as usual, took many emails (not replied to) and hours on the phone to resolve this issue. Did get £75 compensation though (still to actually materialise in the bank account).

I think the crucial thing in winning the claim was that they could not demonstrate having given 30 days notice of the change of method.

Good luck if you go for it!

soundsfamiliar

Great to hear that you got your dual fuel discount back. I'm still waiting for mine since last November. First Utility owe me £255 and I'm sick of hearing promises that they will repay it.

I've lost count of the endless telephone calls I've made since November last year in trying to get an indication of when the discount will be paid. They committed to sending a cheque to me in early December, it didnt happen so then they said it would be paid within 7 days. It didnt happen so then they said it would take 7 to 10 days. It didnt happen. I raised a complaint to them and they said it would take 7 days to raise a cheque. It didnt happen so I pursued the complaint and they said they would rasie a bank transfer. It didnt happen so then they said they would raise a cheque within 7 days. It didnt happen and now we are are almost in February I'm still waiting.

How can they legitimately do this and expect loyal customers to stay? Are they in financial distress and unable to pay their creditors?

I'd be interested to hear if anyone is still waiting for their dual fuel discount some three months after it was contractually obligated to be paid.

I'd also be interested in how to go about claiming compensation from them. This is clearly a breach of contract as far as I can see.

timmylovesmaddy

can you answer the following questions? it will help me to help you.

1 do you operate your account online?
2 have you registered an official complaint and been given a number?
3 if you have when was it registered?
4 assuming that, like mine, your dual fuel discount was payable on the november bill, did the wording on the october bill say it was going to be credited to the november bill? did the november bill say it was being paid by cheque within a specified time?
5 did you receive notification that the payment method was to be changed to cheque? either by letter or email?

quite honestly given the history you have outlined i would have no hesitation in taking it to the ombudsman but to do so you will have to have a formal complaint registered. in your case i would have little compunction in asking for at least £200.

we were paid in the time customer services said we would be albeit that the cheque arrived on the exact day they had quoted as the latest.

get back

cheers

suzielou1

soundsfamiliar wrote: »

Great to hear that you got your dual fuel discount back. I'm still waiting for mine since last November. First Utility owe me £255 and I'm sick of hearing promises that they will repay it.

I've lost count of the endless telephone calls I've made since November last year in trying to get an indication of when the discount will be paid. They committed to sending a cheque to me in early December, it didnt happen so then they said it would be paid within 7 days. It didnt happen so then they said it would take 7 to 10 days. It didnt happen. I raised a complaint to them and they said it would take 7 days to raise a cheque. It didnt happen so I pursued the complaint and they said they would rasie a bank transfer. It didnt happen so then they said they would raise a cheque within 7 days. It didnt happen and now we are are almost in February I'm still waiting.

How can they legitimately do this and expect loyal customers to stay? Are they in financial distress and unable to pay their creditors?

I'd be interested to hear if anyone is still waiting for their dual fuel discount some three months after it was contractually obligated to be paid.

I'd also be interested in how to go about claiming compensation from them. This is clearly a breach of contract as far as I can see.

Hey there!
Was interested reading your post as I am in the same position. I have phoned First Utility at least 15 times now (started phoning mid December) and have been promised a cheque for £264 within 5 days three times now. Have just phoned again today and surprise surprise the cheque that was promised last week has not been raised! I am now in process of leaving this company and going to another provider as I find the total lack of customer service so frustrating!

timmylovesmaddy

just to let interested parties know that the compensation arrived in the bank account as promised. there's a surprise then! :beer: