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

footyguy

(Continuation/Update of my experience as posted in #251 above)

About a month ago, I was shopping around for a new electricity deal as my current one expires the end of this month.

At the time FU were coming up as the cheapest, so I took the plunge to apply to switch to FU.

Well it all went wrong from the start, really.:(

The tariff I applied for wasn't the one they were going to put me on (It was an E7 tariff, I wanted an E7 tariff, I have an E7 meter). I won't go into full details, but the tariff they were going to put me on was a lot more expensive than the one I applied for (which I carefully kept screen dumps of), and even if I were to accept the tariff they proposed, they couldn't even get the annual cost correct based on the consumption levels I advised.

They've actually launched another new tariff recently (Fixed May 2016 v2), which if they were to agree to, would actually be cheapest for me. But I'm not wasting any more time with them.

Anyway, there were several emails sent, the last one on 1st April complaining I had cancelled the DD mandate set up in their favour when I first applied. This was because earlier they had sent me an email saying they had cancelled my registration to switch. I didn't ask them to cancel the switch , but did accept by that stage their email cancelling it... hence why I then cancelled the DD mandate I originally set up.

Well today, yes 3 weeks later, I am contacted my FU about my "complaint". I'm not sure which email they considered to be the "complaint" one, but I have given them the benefit of the doubt and decided it was the last one.

I asked why it had taken 3 weeks to respond, and they said that was just the way it was; they are just so busy at present with too many customers (yes that is what she actually said!), and she told me she had only been passed my complaint yesterday.

As to what she could do? Well she said she couldn't do anything, but assured me that no switch to FU was taking place.

Well that's good, because I've already agreed to remain with my current supplier for a further 12 months (I had to agree by last week to secure the tariff they offered), and there is an early exit fee should I switch now.

I think I've missed a bullet with this company. They join Extra Energy on my list of suppliers I will not consider again unless they can show a vast improvement to their customer service support.

arthur2

With reference to above post "arthur2 31-03-2015, 4:55 PM " I have now submitted a complaint using the Resolver service.

spankydata

Just had a notification that my smart meter battery has stopped working so I now have to submit my own readings for gas because FU no longer support the technology, and therefore are not replacing the battery. I phoned them and they say the issue is that different companies have different gas smart meters and in about two years time there will be an industry standard. This does not apply to the electricity meters which are already an industry standard. This seems a huge waste of money as FU installed the smart meter and I might as well not have had one. For at least the past year I have been providing my own readings anyway so the battery must have been dead for some time.

arthur2

Further to my post arthur2 29-04-2015, 3:48 PM

I am pleased to report that using the MSE Resolver website has resulted in an offer from F:U, correcting the overcharged energy, plus a £50 offer of compensation. Once my wife is satisfied with this in writing, and we have received the money, we will at last be able to close the file.

:T

mymuk

I have just applied to move my utilities to them on the iSave Fixed July 2016 tariff.

However their welcome emails to me stated they had put me on the iSave Fixed March 2018 tariff which is somewhat more expensive than my current EDF one...

Phoned up and spoke to a very professional, nice woman who corrected it and apologised. But I'm seriously considering cancelling the registration now.

faulkn_c

Started a switch from FU back in February for the Energy Help Line collective switch - and only just got FU's final bill.
The switch took place on 14th April, but kept getting statements/bills from FU until June.
The statements were a mess, almost impossible to decipher as they intersperse 'estimates' between actual readings, even though the electric meter was automatic.
The gas readings were the same and continued 'billing' me until well into June.
Complained, but got no reply.
I had to go back to the start of the year, comparing readings and usage and what they finally took from my account.
Amazingly all the billing gymnastics added up and I'm reasonably sure I got out without being ripped off.
FU are OK if things go smoooothly, but one hick-up causes major problems and they don't want to know.
E.ON have been responsive todate and only £5 if I need to get out quickly - glad I'm away from FU.
Can't really recommend them, better/cheaper service providers elsewhere.....
Craig

wimbledonian

Switched to another supplier - partly for the savings but because of First Utility keep taking too much money and building up credit and then being very slow in refunding it.

After receiving final bill I was in credit and there was no information about how this was refunded. Rang them and was told it would take 10 days to refund. 10 days later no refund. Rung and told refund had not been put through and it would be actioned manually but would take 10 days. Asked to speak to supervisor but told not available and would be rung within 48 hours. No response yet. Avoid like the plague.

wymondham

Joined in March, still trying to get them to accept my meter readings (they keep switching them).. not looking good!

C_Mababejive

I joinec them almost a year ago when i switched my dual fuel from Scottish power. My fixed contract is up in a few weeks and despite in depth analysis of mt future choices, i have come to the conclusion that it will be FU for another year and accordingly, have signed up again to renew ith them.

I see people having issues with FU on here and im sure every supplier has issues but i have always found them very good. The website is excellent and works very well and their prices for me for my next year will equate to a reduced dual fuel bill of a couple of hundred pounds less than previous.

A lot of suppliers are now sneakily increasing their daily standing charges for fuel and FU are no different. Something to watch out for.

Another thing, if your tarrif is due to end soon and you go on comparison sites (apart from the MSE site), they misrepresnt the savings you might make as they quote using the variable tarrif you will be moved to if you dont switch !

Gregabyte

My switch to First Utility failed because on their database my address was marked as commercial, they took 22 days to contact me to tell me this. When I rang their supplied telephone number they agreed that my meter was domestic and offered to process the switch there and then, We we got to the end of the process they couldn't offer me the same tariff as the one I had applied for, plus it didn't seem cheaper on a monthly direct debit basis. I can't actively run a comparison or update my annual KWh figures as my account is now in the Switch in Progress mode.

Not impressed with their inflexible service especially as I can't make anything happen from the MSE related web site.