First Utility

sorgeyboy

Have just been contacted by First Utility after numerous e mails, two letters to their admin office trying to get my direct debit corrected. I asked for my d/d to come out on the 14th of the month, and they took it out on the 12th(before I get paid). They say they can only do direct debits on the 12th or the 28th of the month, why is this?. They nearly put me in the red by their cavalier attitude, why do they think we select a suitable date for it to come out of our account. Their customer service is awful, they are the cheapest but far from the best.

Wywth

sorgeyboy wrote: »

Have just been contacted by First Utility after numerous e mails, two letters to their admin office trying to get my direct debit corrected. I asked for my d/d to come out on the 14th of the month, and they took it out on the 12th(before I get paid). They say they can only do direct debits on the 12th or the 28th of the month, why is this?. They nearly put me in the red by their cavalier attitude, why do they think we select a suitable date for it to come out of our account. Their customer service is awful, they are the cheapest but far from the best.

Suppliers can, in theory, collect DD on any day (it'll have to be a banking day of course, even if it means delaying things until the next available banking day).

However most suppliers (in all fields) either set the date or allow a choice of a limited few dates for collection. This is presumably for their own ease of administration.

However, no supplier should be collecting any amount without first giving the proper advance notice detailing the amount and date. If a supplier collects amounts other than strictly in accordance with the advance notices given, the payer is fully entitled to recover that amount (and any consequential loss) via their own bank under the terms of the DD scheme/guarantee.

If a choice was made available to you, why didn't you opt for the 28th if the 12th gave you issues? :huh:

mojorisin

I joined First Utility using the USwitch site and beginning to wish I hadn't bothered, They might be among the cheapest but customer service is appalling

Sent 5 emails since the 12th of November to them regarding changing my direct debit date they had sent me even though i requested the 28th when joining they have made me the 17th of the month ??

I have had one reply from a person all the rest automated ticket numbers and if you reply to that you get another automated reply

numerous calls on hold and gave up finally got through last night after about 10 mins on hold and was told you cant change your direct debit date !!!!!!

footyguy

mojorisin wrote: »

I joined First Utility using the USwitch site and beginning to wish I hadn't bothered, They might be among the cheapest but customer service is appalling

Sent 5 emails since the 12th of November to them regarding changing my direct debit date they had sent me even though i requested the 28th when joining they have made me the 17th of the month ??

I have had one reply from a person all the rest automated ticket numbers and if you reply to that you get another automated reply

numerous calls on hold and gave up finally got through last night after about 10 mins on hold and was told you cant change your direct debit date !!!!!!

Were you given the correct notice of the date and amount to be collected?

If not, Wywth has already posted in this thread of your right to get an immediate refund from your bank

mojorisin

I was given notice that it would be the 23rd for the first month but then the 17th thereafter which is useless to me

phoned and asked them to change and eventually after 10 mins on hold got through to be told that there system doesnt allow this

Really wish I hadnt bothered moving to them to be honest

Bigun28

See post 27 here. First Utility are not worth the hassle.

mojorisin

In one of my replies

"We always strive to respond to emails as soon as possible but due to recent unprecedented demand we are slightly behind so please forgive us if we don't get back to you as quickly as we normally do. Currently our average response time for emails is 6 days.

Your email is important to us and we will respond to you as soon as possible."


6 Days !!!!