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

[Deleted User]

I can't be the only very satisfied FU customer surely?
Joined then in May 2014 and have had good service and regular bills since.

Swipe

Missu wrote: »

I can't be the only very satisfied FU customer surely?
Joined then in May 2014 and have had good service and regular bills since.

If you were transferred across with no problems they are fine. i was fine for 12 months too. But whatever you do, don't change anything, as that's when things can go wrong.

Kendall80

Swipe wrote: »

If you were transferred across with no problems they are fine. i was fine for 12 months too. But whatever you do, don't change anything, as that's when things can go wrong.

I was a little concerned when I switched from fixed to variable DDs using their website - however a few months on and still no issues.

A 24/7 dehumidifier is adding £35 a month on top of my bills though!

[Deleted User]

Swipe wrote: »

If you were transferred across with no problems they are fine. i was fine for 12 months too. But whatever you do, don't change anything, as that's when things can go wrong.

I have changed things eg direct debits and dates etc. I've never had problems getting through on the phone or had to chase for things I've asked for.

eastbath

I changed a year ago and have had loads of problems getting them to accept initial readings and then adjust the usage levels to something reasonable.
As a result my account was £1000 in credit before they finally sorted it out and I got a refund.
This was after several email conversations and multiple phone calls for which you have to wait 20mins to get connected.
On more than one occasion I was promised they understood that I was correct and it would be sorted within 10 working days only for nothing to happen.
I've asked for compensation and this was referred to the relevant "team" months ago. No heard ought since.
My account however is now working ok but it did take me about 6months of frustration to get there.
On the plus side the site is easy to use and the displays of energy use are simple and well presented.
I might well change to a company with better feedback when the current deal is up as a result of the above.

GreenBo

Missu wrote: »

I can't be the only very satisfied FU customer surely?
Joined then in May 2014 and have had good service and regular bills since.

You are not. I've been with First Utility for about 4-5years. Had great service from them throughout. They installed a smart meter which gives me access to my data online through a really nice user portal. Bills have always been 100% correct and regular and paid with DD - no problem. Changed to a better tariff with them about 1-2 years back, also with no problems. In fact they are the First Utility I've not had any problems with (please excuse this terrible pun but I couldn't resist it )

:T:T:T

statex

First Utility obviously has the initial letters of their name as FU I am beginning to think that the other well known phrase which has the F followed by a few different letters an U is what they think of their customers. Like all utility companies they suck you in with big promises of money saving offers and then rip you off.

I had no real problem with my previous company Atlantic I found their customer service excellent but I wished to save money and unfortunately switched to First Utility. We got off on the wrong foot from day one. I told them my useage and we agreed a monthly DD according to my energy used. I advised them that I had below average useage because I had a log burner and did not use much gas.

However immediately after I signed up they increased that by £20 per month. They stated that the new amount was for the average household useage. I contacted them but got nowhere as usual until wrote to the managing director, they were then full of appologies and reset the DD to the previous figure.

My contract came to an end and they offered me a new tariff but unfortunately it was a fixed term until April 2016. January 2015 they sent me an annual statement and advise me that
I would save £40 gas and £100 electricity if I switched to another tariff, however the exit fee is £30 per fuel if I switched. I contacted them via twitter because that is the only way to get a reply without waiting for hours on the phone.

They said I would not have to pay the exit fee if I switched to a longer tariff. THIS IS THE RIP OFF, the tariff they are offering me ends March 2016. One month shorter than my present tariff and a cleverly manipulated rip off. I could of course sign up to a tariff that ends in 2018 and end up overpaying for my gas and electricity again. They have you by the spherical objects because whatever tariff you switch to you will end up paying through the nose.

Should I remain with them until April 2015 I will be overpaying First Utility £140 or more depending on my useage. I would be better off changing to another supplier if I have to pay a £60 exit fee. I will never sign up with First Utility again. I am serioulsy looking at various alternative methods of electricity generation. They may be more expensive but I would have the satisfaction of telling all the utility companies to stick their bills where the sun doesn't shine.

cevans65

Barnstoner wrote: »

I have been with First Utility for several years. I have not had any problems with them, and they run the account efficiently - so I have never needed to phone and test the customer service. I provide meter readings every month end and pay for exactly what I've used a fortnight later by DD. There is a substantial 'loyalty' payment made on the anniversary of joining each year - annoyingly they send this as a cheque instead of just crediting your bank account (maybe they hope you'll forget to pay it in!!). They have been consistently the cheapest since I joined them (apart from Sparks, who I've only just heard of here),

I have used Barnstoners post as it is pretty much what I was going to write.

A big point to make, and not just with First Utility, is to read your meters and provide them. For FU it is every month but that may be just the tariff I am on. If you provide the readings there is no way you can really be over charged (understands it happens) When I joined, found via comparison site, I gave my yearly usage and they calculated it would be x amount each month. I set up the DD for this but if I provide the readings and it is less they take less. If it is more they only take the agreed amount as over the year i.e. summer mths it will work itself out - perfect

statex

In reply to Barnstoner : What Loyalty payment? I have never received a loyalty payment.

Alex444

This one that doesn't exist, bit like their imaginary Call Centre in their TV advert:-

https://forums.moneysavingexpert.com/discussion/4909278