First Utility - Anybody else had problems?

philwakely

I recently switched from npower to First Utility on the basis of price and the fact that you supposedly only pay for the gas/electricity you use as they bill you monthly based on supplied meter readings.

They took over my supply on 1st October and I have heard not a thing from them since! I have voluntarily supplied two lots of readings, emailed and 'phoned their customer service people, yet nothing!

My online account says 'Your account is up-to-date!

I would be interested to hear of others' opinions of the company.

Sl4ine

Your not going to like this but I done the exact same thing as you transferred from npower to first utility, biggest mistake I ever made.
I have been lied to numerous times, sent bills that make no sense had threatening letters from their collections dept and when you try to call them, assuming you can be bothered to wait at least 30mins on the phone, they will agree with you and be as stumped as you are when you explain what is going on and at the end of the call you feel like it's sorted but then 2 days later a letter turns up contradicting anything that was said.
They seem to have an auto response to emails which just point you to there website, that's assuming you get any response at all.
Needless to say I am in process of switching away from them and have only been with them since august.
Seems I am not alone either check out the review on trustpilot.co.uk.
I would post a link but this forum will not allow me to do so.

macman

There are numerous reports of billing issues with FU, both on MSE and elsewhere.

MillicentBystander

Yes, a quick search of this forum before committing could have saved you a load of hassle.

Aldridge_Andy

I switched about three weeks ago to First Utility. All is good so far, but there is still time!

philwakely

thanks for all of the comments. Although my contract has a early termination penalty, I have been advised that 'breach of contract' can be invoked and I will be switching away very soon!

Andy, I started the switch process in early August and everything appeared to go very well right up until the takeover date of 1st October - and it has been downhill ever since then!

philwakely

I've finally spoken to someone - after 35 minutes on hold and then passed on to somebody else for a further 20 minute wait!

Apparently, the nice girl on the end of the 'phone tells me that "I am one of a selected few - about 1000, who have been set up on a new computer system - and this computer system has not been working since 01/10"

As an IT person myself, I think a failure of a relatively straightforward system [input readings, calculate usage, calculate cost and then according to the state of the account send out bill!!!!!"] would have been a major cause for concern and apology notices issued - but the nice girl on the end of the 'phone didn't think it sufficiently bad to do anything about - apart from 'hope and prey that it will be alright at the end of the month

Methinks another lie!!

BWarr

We changed from them within four months, we were not charged an early termination penalty because of their breach of contract. If you have been paying by DD and have over paid make sure you get all the money owing back. They under refunded us by £50+ I eventually did get all the money refunded but had to complain.

daisymaybuttons

Beware! On 3rd December had a v. frustrating call with a nice young man at First Utility. We swapped from them in August but they have kept taking payments so they now owe us 330 odd quid. When I asked how this happened he said they had two computer systems that didn't talk to each other! When I asked for my money back I was told it would take up to 15 days to credit my bank account! Still waiting for the final bill and refund!

melb01

We switched in July 2012 from npower, but still no bills from First Utility. We contacted Customer Service by email in October 2012, and two weeks later got a reply blaming a new computer. As of today, 15th December 2012, still no bills.

Furthermore in October, we requested on-line a change to the v4 Fixed until March 2014 - I think we can forget that one, because they can't get a basic bill out.

I thought about stopping the Direct Debit, but then reading other folks posts, this might be more hassle than its worth.

So, we'll give it another 5 months and see what happens!

george1939

melb01 wrote: »

We switched in July 2012 from npower, but still no bills from First Utility. We contacted Customer Service by email in October 2012, and two weeks later got a reply blaming a new computer. As of today, 15th December 2012, still no bills.

Furthermore in October, we requested on-line a change to the v4 Fixed until March 2014 - I think we can forget that one, because they can't get a basic bill out.

I thought about stopping the Direct Debit, but then reading other folks posts, this might be more hassle than its worth.

So, we'll give it another 5 months and see what happens!

Try phoning I changed same time as you I got my £100 discount from Npower with final bill soon after Every month First Utility ask me to send in the read .A full detailed bill is produced on their site 5 days later showing all credits I have had 4 bills so far I can readily access these bills anytime.Another one due 5th January approx Always phone them never Email if you have a problem prompted response same with Npower