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

Solent_Richard

Should I despair?

Who is at fault, Cheap Energy Club of First Utility.

I used the CEC to switch suppliers on 18 August 2014 and to date have heard nothing. Attempts to use the CEC to find a new tariff are blocked with screen saying 'switch in progress'.

Martin Lewis, please sort this out.

Solent_Richard

craig_f wrote: »

Like seagull104 I've been with FU for about 2 years, I agree that phoning is a waste of time/money, email repeatedly if you need attention, you may get lucky.
The biggest problem for me was when a Fixed tariff ends, they bombard you with offers and threats that if you don't act NOW! you will miss it.
I got suckered into it and pushed the YES button 2 months before my tariff was up - assuming it would take over when the last finished....
Not a chance, they bumped me up immediately and charged me 2 termination fees.
Many emails later I got them to admit it wasn't my mistake, so they 'waived' the fees, but by then I'd lost 2 months of the old (cheaper) tariff - no compensation for that.
Since then I've just hung on, things go OK, bills come eventually, direct debits get taken on time etc. I just keep my fingers crossed nothing goes wrong.
I may pluck up courage to try and switch to someone else (I'm fixed 'till next year) but I dread the prospect of getting screwed or FU'ed.
My father is with iSupply (elec. only unfortunately) he has had no problems. They fix for 1 year, when prompted transfer him to the next fix when his ends AND he automatically got the £12 GOV rebate added to his account!
How many FU customers have been refunded? - I certainly haven't...

Thanks for that.

They sound pretty dreadful. Communication is an art and they appear to fall pretty short.

Glad Icame on this forum, looks like I have saved myself some future hassle.

Solent_Richard

Hmnnn. Just received this from CEC...
Thanks for registering at MoneySavingExpert.com Forums! We are glad you have chosen to be a part of our community and we hope you enjoy your stay.

One may regret that.

Solent_Richard

Hmnnn. Just received this from CEC...
Thanks for registering at MoneySavingExpert.com Forums! We are glad you have chosen to be a part of our community and we hope you enjoy your stay.

One may regret that.

Solent_Richard

pdidly wrote: »

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.

Same here pDidly, that's why I'm spending time on this forum, looking for answers.

It would appear no one from MSE is monitoring otherwise there would be some feedback.

jazzyb88

jazzyb88 wrote: »

Wanted to share a positive experience...

Switched to FU over a year ago and have had no problems. Switch from nPower went very smoothly (more than what could be said for nPower who were utterly useless and managed to issue about 5-6 bills over the course of two months!).

Have had no problems since - they even arranged to install a new electricity meter all by themselves and that went smoothly. I quite like the ability to submit meter readings via SMS, although that might be something offered by a lot of the suppliers nowadays.

Can't recall having had to contact them on anything but I am happy enough to enter into a new fixed tariff with them.

Oh dear, perhaps I was a bit too optimistic when I wrote this...

Since the end of August, I had been trying to fix onto a new tariff with FU without success. Initially, I thought it was a delay that would correct itself but last month I decided to give them a call to find out why nothing had happened. They told me they were having some kind of technical glitch (yeah, right :undecided) and that they would switch me on the 1st of November.

Well, guess what happened? Nothing. So for two months I have been paying a higher rate than I should be. Yesterday I tried calling them but after 30 mins queing on the phone and still no answer, I decided to give up.

Just put in place a switch today with another supplier - not worth the hassle battling with them to just stay with them!

Oh well, maybe next year they will have learnt the value of good customer service, or gone bust, who knows!

drewstew

I am a First Utility customer on a fixed deal until June 2015. Yesterday I received an "exclusive offer" from them to switch to a new tariff guaranteeing prices to Jan 2018. When I looked closely at the offer, I quickly noticed that they had shown for comparison purposes that I was currently paying higher p/kwh prices than I actually am, so were I stupid enough to accept their "exclusive offer", I would face an immediate increase of 38% in electricity prices; and 26% in Gas, from now through to 2018.

I have invited them to comment on their "offer", but as I ended my email, if they think such a hike is justified, I will be inviting them to take one when my current deal ends.

Jane_Rowley

If you have a problem with First Utility and try to call their helpline, you receive a message to say you are held in a queue and can expect to wait 20 minutes! Even worse, I overpaid my account while paying a fixed amount each month. When I asked to change to a variable monthly payment, they held onto the money I've overpaid (£179). I have been trying to get my money back for over a month now, and despite emails promising the payment is being made, I'm still waiting. I've now gone overdrawn and I'm furious. Avoid this company.

dql98s

Never had any problems with First Utilities.In fact I have recommended them to all my family members.

dippydolly

I am a happy FU customer so far (five months). Everything has run smoothly to date, and the £12 was debited to my bill this month unasked. :j Can't ask more.