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Utility Warehouse (Telecom Plus) Discussion
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We have been with UW for over 2 years, on their monthly budget plan paying my monthly DD. They have decided on the monthly payment, we were uptodate when we moved between houses and we gave them the figures etc.
We have been at the current address for over 15 months. Our DD has been increased once. My DH sent them the meter readings which were not far off the estimated readings. we then get our monthly bill - we are used to paying about £140pcm, this bill was over £1000. Mu DH rang them and asked them to explain in writing how that has come about and what the entry figures were that they are using now from when we moved in.
We have had a letter this morning sayng:
"Dear Mr Lemma
I am writing at the request of a colleague, to confirm the reasons for your high February bill. s your account had fallen into a fairly large amount of arrears by January, your budget plan facility was withdrawn, in order to make sure that there was no further outstanding balance. As it was the middle of winter, there was a fairly significant deficit on these, which has become due on this bill.
We understand that a high bill like this can be difficult to cope with, and would be more than willing to arrange a payment plan to assist you in clearing this balance. Please contact us.......
If it will be too difficult to keep up with your payments in your present situation, we could look at alternatives such as pre payment meters...."
Now what has annoyed me was that we specifically asked for the starting figures and they have failed to send them. The reason we want them is that a few months after we first rented this apartment we reeved a letter saying that the entry figures given by us for this apartment were not accepted by the last utility company and therefore they had to go on the other companies figures.
We sent them a copy of our lease with the independent inventory takers exit and entry figures on it and they backed down. We had another letter recently saying the same thing about our entry figures 14 months later. We suspect that we are being held responsible for the last tenants usage. But we need the UW to give us the entry data they rely on to check, and they have so far failed to tell us what it is.
What shall we do?
I'm so annoyed by brain has shut down and i cannot look at this rationally.
Thanks2013 TARGET £30k
2012 £26500 paid off.
2011 £22750 paid off
2010 £19800 paid off
2009 MBNA Cleared 25.09.09 £34391.33 PAID OFFDFW Nerd 612 Proud to be dealing with my debts0 -
uptomyeyeballs wrote: »Thank you Pluschris. It makes a comparison using the sites impossible, as they are the only company doing an all in one package. No further questions.
They are still handy for pointing out just how expensive the gas and electricity is with UW though.Missing Tesco R&R since Feb '07 :A & now a "Tesco veteran" apparently!0 -
we specifically asked for the starting figures and they have failed to send them. The reason we want them is that a few months after we first rented this apartment we reeved a letter saying that the entry figures given by us for this apartment were not accepted by the last utility company and therefore they had to go on the other companies figures.
We sent them a copy of our lease with the independent inventory takers exit and entry figures on it and they backed down. We had another letter recently saying the same thing about our entry figures 14 months later. We suspect that we are being held responsible for the last tenants usage. But we need the UW to give us the entry data they rely on to check, and they have so far failed to tell us what it is.
Hi, sorry I'm no expert but surely if they refuse to accept your opening meter readings you are entitled to know exactly what data they are billing you from? This is shocking customer service. Have you contacted the rep who originally signed you up? Who is the previous utility company? I know it will be none of their concern but I would badger them for information nonetheless. Perhaps there has been an error in reporting between the two companies that needs to be investigated. A previous tenant's unpaid bill cannot be palmed off onto a new tenant.
Perhaps one of the UW representatives on here can advise you what they would do on your behalf if they were your rep?0 -
We have been with UW for over 2 years, on their monthly budget plan paying my monthly DD. They have decided on the monthly payment, we were uptodate when we moved between houses and we gave them the figures etc.
We have been at the current address for over 15 months. Our DD has been increased once. My DH sent them the meter readings which were not far off the estimated readings. we then get our monthly bill - we are used to paying about £140pcm, this bill was over £1000. Mu DH rang them and asked them to explain in writing how that has come about and what the entry figures were that they are using now from when we moved in.
We have had a letter this morning sayng:
"Dear Mr Lemma
I am writing at the request of a colleague, to confirm the reasons for your high February bill. s your account had fallen into a fairly large amount of arrears by January, your budget plan facility was withdrawn, in order to make sure that there was no further outstanding balance. As it was the middle of winter, there was a fairly significant deficit on these, which has become due on this bill.
We understand that a high bill like this can be difficult to cope with, and would be more than willing to arrange a payment plan to assist you in clearing this balance. Please contact us.......
If it will be too difficult to keep up with your payments in your present situation, we could look at alternatives such as pre payment meters...."
Now what has annoyed me was that we specifically asked for the starting figures and they have failed to send them. The reason we want them is that a few months after we first rented this apartment we reeved a letter saying that the entry figures given by us for this apartment were not accepted by the last utility company and therefore they had to go on the other companies figures.
We sent them a copy of our lease with the independent inventory takers exit and entry figures on it and they backed down. We had another letter recently saying the same thing about our entry figures 14 months later. We suspect that we are being held responsible for the last tenants usage. But we need the UW to give us the entry data they rely on to check, and they have so far failed to tell us what it is.
What shall we do?
I'm so annoyed by brain has shut down and i cannot look at this rationally.
Thanks
I, unfortunately was with UW for about 3 months. They used fictitious readings rather than the actual opening readings supplied by my previous supplier. I was lied to constantly and went back to my previous supplier.
After just over 1 year things are almost sorted but that was only because I got the Energy Ombudsman involved (enquiries@energy-ombudsman.org.uk).
I would certainly get the Ombudsman involved.
Hope it all works out ok for you.0 -
Hmmm, hardly the shining examples of customer service the UW salesmen would lead us to believe (and just goes to show that the Which? survey isnt all its cracked up to be)Missing Tesco R&R since Feb '07 :A & now a "Tesco veteran" apparently!0
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Hi, sorry I'm no expert but surely if they refuse to accept your opening meter readings you are entitled to know exactly what data they are billing you from? This is shocking customer service. Have you contacted the rep who originally signed you up? Who is the previous utility company? I know it will be none of their concern but I would badger them for information nonetheless. Perhaps there has been an error in reporting between the two companies that needs to be investigated. A previous tenant's unpaid bill cannot be palmed off onto a new tenant.
Perhaps one of the UW representatives on here can advise you what they would do on your behalf if they were your rep?
I read it differently to you EssexMum, it wasn't UW who wouldn't accept the readings but the company who provided the utilities previously? Also they may not have been signed up by a Rep, not all UW customers are!
Has this poster kept the readings they took when the first moved in? Did they appear on your UW bill or was the reading used completely different. Also why hasn't it been picked up on sooner if you've been with UW for well over year? How many meter readings have you submitted in this period? Lots of questions that really need answering!:heart2: Newborn Thread Member :heart2:
'Children reinvent the world for you.' - Susan Sarandan0 -
Plushchris wrote: »Hmmm, hardly the shining examples of customer service the UW salesmen would lead us to believe (and just goes to show that the Which? survey isnt all its cracked up to be)
Imagine a utility company with 2 unhappy customers, its unheard of!! I don't think it has any bearing on the Which survey at all. All utility companies are as bad as each other!:heart2: Newborn Thread Member :heart2:
'Children reinvent the world for you.' - Susan Sarandan0 -
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LOL I don't think anyone is going to dispute that - even here!
:)Congratulations on your new arrival:)
Some body will be along to dispute no doubt, some people love a good argument!
Thanks for the congratulations, i'm loving being a Mummy!!:heart2: Newborn Thread Member :heart2:
'Children reinvent the world for you.' - Susan Sarandan0 -
Imagine a utility company with 2 unhappy customers, its unheard of!! I don't think it has any bearing on the Which survey at all. All utility companies are as bad as each other!
Congratulations! Hope you are both well - we can look forward to 3am contributions to MSE now???
On the more mundane subject of UW, I wouldn't doubt that UW customer service is every bit as bad(or good) as the others; and if the person getting commission from having you as a customer did his job properly, it has the potential to be better.0
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