Add your feedback on energy supplier Shell Energy (formerly First Utility)

courtney22

You don't have to but you will receive a reminder to submit them, you can alter your dd online hth

arobinson_2

We moved on 5th March into a house already supplied by FU, as such decided to stick with them as they were also the best price.

Since then, I've phoned them 8 times as we've had nothing from them, no account number, logon details, nothing at all, well apart from a bill for over £300 for a months worth of gas/electric using highly inflated estimated reads. Working out using our actual reads this should be £80. Thankfully I managed to get this put on hold as a disputed bill.

Every time I call I get the standard "we have raised this as a high priority issue" and no time-scales, nothing. Even the managers are useless and give the same answers.

I sent a formal written complaint via Recorded Delivery on 3rd April and haven't received an acknowledgement for it yet!

I'm going to give them another 7 days and then leave as I've wasted enough time and money on this awful company. I'd rather pay an extra £100 a year for my gas and electric than have to endure this useless company any more.

matelodave

Please let us know if you find one that's less useless:rotfl:

arobinson_2

Just to update my story:

3 days ago I received a phone call and e-mail from someone at FU on the Customer Assurance team. They had "taken ownership" of my issue (at last!) and I now have a working online and telephone account that allows me to submit meter reads!

I am just waiting on them sorting out the bill and hopefully some compensation for the 3+ hours I've spent on the phone. Whilst it's resolved, I'd like to know why it's taken someone a little under 3 days to sort out an issue that previously had been waiting 7 weeks!

Light at the end of the tunnel I hope!

matelodave

I've just had an e-mail from FU agreeing that there's a problem with their system. They've done a quick calculation based on my meter readings and they agree with mine both in actual units consumed and in costs. They've taken the correct dd's when they should so as far as I'm concerned they can keep trying to sort it out.

Armles

I have been with First Utility for a year, providing monthly readings for Gas and Electricity. In August I changed my bank and since then FU have not taken any Direct Debits. I ring them at least monthly to check they have the correct details, I am assured the problem will be addressed, but still no payment has been taken.
I see others have had this problem, what I can't understand is how they can operate if they don't take the payments that are due.

Next month is their last chance, if they cannot sort out their computer systems I will change to another company and see how they cope with the £800+ that they have failed to collect.

gerryf

Can only speak as I find. Recently initiated a switch to FU from edf. Going slowly but I think that's par for the course. Called FU today to see what the delay was. Started off 19th in the queue but call was answered within 10 minutes and the operator could not have been more helpful. Could not answer my query fully but promised to call me back tomorrow. I was worried by all the negative feedback but today they were excellent. I'll post the progress on this forum.

CARTERGLENN

Big Mistake. Switched to First Utility as they offered cheapest deal and no early exit fee. Within weeks they had 'leapfrogged' my tarriff and my monthly payment leapt from £89 to £160. Switched to SSE but First Utility withheld £155 of my dual fuel discount (should have read section 13.6 on page 9 of their 19 pages of Terms & Conditions) and took another £160 from my bank after terminating. 'We don't get many complaints' I was told. Hardly surprising as the link they gave to their Consumer Affairs team didn't exist!

CARTERGLENN

matelodave wrote: »

Please let us know if you find one that's less useless:rotfl:

Sorry mate. Looked hard but no luck so far.

Sunblind_Duck

Well, I am looking for a new supplier, but, after reading these posts, it certainly won't be FU, that's for sure!