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

AnotherGeordie

This company provided the gas and electric at my property when I moved in. Three months later I received my first bill, when I paid I gave new readings as the estimated were much higher than I was using. 9 days later I was issued another bill suggesting I was owing almost £140 that disregarded my readings. I rang and waited an age before speaking to an agent who took new readings and confirmed I was still in credit and he would annul the bill so nothing was to pay. I have since received several letters suggesting I owe money, the latest threatening me with a credit agency. I have tried to ring, email and make contact through email to resolve the issue but no one will answer. The irony is I couldn't pay if I did owe money as no one answers the phone.

AVOID THIS COMPANY AT ALL COSTS

cklass

Little_Wren wrote: »

I've just discovered that the £42 I was expecting from Topcashback.com for switching to First Utility has been declined. I switched partly because of this cash back and I can't find out why I was declined. I've never been a First Utility customer before, I switched both fuels, I've started paying direct debits to them!
How many other people don't get the cash back they expect?

You can lodge a missing cashback claim and they'll try to investigate the reason why it was declined. I've just had a missing cashback claim rejected for an insurance policy I bought because the purchase was attributed to a marketer that isn't TopCashBack. The only cause I can think of for this is that I used various price comparison sites, and even though I clicked through from TopCashBack and generated a new quote when buying, they somehow got their wires crossed and attributed it to one of the price comparison sites. Unfortunately, there's nothing that can be done about it. Hopefully yours was simply a mistake!

tj77_2

Made the mistake of joining First Utility in November 2013 on a fixed tariff until May 2015. Never been able to access account online, only ever replied to my submission of meter readings once, August 2014 when a manual estimate showed I was paying too much. Still getting requests to submit readings. Waste of time emailing them, you only get a standard response do not address issues. Avoid this company at all costs there is no customer service at all.

andy1832

Been with FU since Jan 2013 and very satisfied with them. I like the monthly prompt email to give meter readings and another email when my bill is online. Only issue I had was that the promised cash back did not arrive. However that was not from FU but Moneysupermarket.com who I had to chase and had several emails ignored, but got my cash in the end.

I'm currently on my second fixed price deal but have just had the offer of fixing to either 2016 or 2018 but both incur substantial increased tariffs from end of this month if I fix again. Not sure what to do - have posted this in another thread.

gatita

I have to say up until now I cannot fault First Utility which has really surprised me! I had heard such a lot of bad or dire comments, I considered myself a but stupid for signing up! The lure of much cheaper tariffs did it lol.
As I mentioned, everything has worked like clockwork, exchange day exactly on the day promised, Warm Front granted, what more can I say!
I know some people have really had big problems with them, but maybe things have changed? here's hoping.....

POLAR_BILL

Likewise. Mine is going smoothly. On a variable direct debit which should stop the massive credit build up which so often happens. Time will tell.

gatita

Polar Bill, I also have opted for the variable direct debit........... I really objected to S. Power and the amount of money they had accumulated
of mine!

jackie_s_2

I joined First Utility in January and am going to switch asap. Their customer service is a joke. They ended up giving me two accounts for some reason and despite taking a monthly direct debit out of my account (which was for both gas and electric) they kept sending me a paper bill requesting payment. Despite phoning every 2 weeks and them telling me it was sorted, i ended up getting a letter threatening me with baliffs and court action if i didnt pay they bill. I was livid and they eventually sorted that but despite having OVER £700 credit in my gas account, they have CHARGED ME INTEREST on my phantom electricity account despite being over £700 in credit in my proper account. They are shocking. Also, you wait sometimes 30 minutes just to get through to them on the phone.

POLAR_BILL

gatita wrote: »

Polar Bill, I also have opted for the variable direct debit........... I really objected to S. Power and the amount of money they had accumulated
of mine!

I agree entirely about S. Power. I am still waiting for £180 of the £393 they owed me. It is 8 weeks since FU started supplying me. I e-mail SP regularly and get a reply that it is being dealt with and to allow 15 days!

gatita

Jackie, That is the kind of thing that fills me with dread! have you taken it up with the ombudsman yet? perhaps it would be wise to do so.
Hopefully your problems will be sorted out very soon.