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

dippydolly

POLAR_BILL wrote: »

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!

Sorry to hear you are still waiting for your cash back, I did wonder. I am still happy with FU - no problems. Bills turn up on line ok, although once it only just made it before the next reading was due. Charges are all accurate to date, can't ask more!! :j

southernsun

I switched to First Utility in December 2012 and while the switch was easy and the rate was the best around at the time I couldn't wait to get shot of them and did as soon as my contract was up in March this year.

The last bill I had from them was July 2013 (only had 2 before that) so in October I spent hours on the phone (took over 90 minutes to speak to someone on 3 different occasions) sent various emails and tweeted them to get an up to date bill so I knew what my account balance was and got no help what so ever. The only thing they respond to within a week is tweets and that is only to get the problem out of the public eye, as soon as you exchange direct messages they return to being slow and unhelpful.

I gave my final meter readings in March 2014 and asked for a final bill, this eventually arrived in September and I paid it in full straight away to finally be free of them. However a few weeks later I get a snotty letter telling me I still owe them £41.95 despite the final bill having the correct meter readings and information. I have tried to speak to them by email, phone and twitter and again after wasting loads of time and effort I still have no answer as to why I owe them money just that I do and I have to pay it. I have been through my account and sent them a broken down list of all my usage, charges and payments which all total what I paid in my final bill but they still wont reply to me as to what this extra money is for (been a week without reply so far).

Even if they were the only energy supplier in the country I would rather go without gas and electric than have to deal with this company again. The customer service (or lack of) is beyond a joke and worse than anything I have ever come across. I would of rather of paid a bit extra to deal with a decent company than these amateurs but hindsights a wonderful thing.

POLAR_BILL

dippydolly wrote: »

Sorry to hear you are still waiting for your cash back, I did wonder. I am still happy with FU - no problems. Bills turn up on line ok, although once it only just made it before the next reading was due. Charges are all accurate to date, can't ask more!! :j

Finally got the rest of my credit back from SP so hopefully I will have a smooth ride with FU.

PennyForThem_2

I like that they ask for your readings by email monthly - that is very helpful. I switched March 2014 with fixed until 2016 so yet to see how they handle exit

Kendall80

Thought I'd ask a question in here rather than starting a new thread.


Everything is going well with my switch from swalec to FU so far. Swalec are sending me a final bill and all the figures check out. As of the 17th of October I am now an FU customer however they've already taken the monthly direct debit from my account. Is it normal to pay up front/month in advance in this manner?

gatita

Kendall, I also got a bill shortly after joining, however after the first month it was adjusted. Since then I have opted for the variable monthly option.
I have to say so far I cannot complain about F.U. on the contrary. Also, their website is a damned site easier and better than Scottish Power which was dreadful!

notahopeinhell

FU have a customer service department that is entirely useless in my experience.
They haven't responded to phone calls, emails nor tweets.

Unfortunately I'm locked into a 12 month deal and wishing that I wasn't.

G8HAV

Hi,
Been with them for nearly two years.
Great service and if they have a cheaper tariff they switch you without penalties. just about to go cheaper again with them. Could get more savings but exit fees moving precludes that. Monthly email readings and the graph of usage is nice.

toonlee

I Switched to First Utility when i moved into my new house they even switch meters from pre pay to credit meters. All was well then my meters would not show on my online account. four months later and over 50 phone calls, lost count of emails and online enquirery forms i filled in, they have set up three account not even informing me each time, set up three different direct debits but taking no money,(I paid £100 on one of the few occasions i got through to somebody as several times my phones battery died before anyone answered.) I finally get an account at third try with both my meters registered. was told some one would ring about the now four month bill to sort out a payment. I had to ring them again basically said tough we not broke any terms and conditions pay up and offered £25 compensation. I told them to escalate it to a official complaint and i would be swapping straight away. I was also suppose to be on a fixed price until may 2014 yet they have billed me on isave everday (v2).
My advise stay away from these second rate cowboys

pdidly

Applied to change supplier around mid august and still haven't herd anything from them. I've sent a couple of e-mail to customer service still waiting for a reply, tried to call as well no joy. i am now stuck on the SWITCH IN PROGRESS list how do i get off it.