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

Aaron3195

I moved into a new flat that had a prepayment meter with a smart display, I signed up to First Utility (a family relative called on my behalf as I have a hearing loss) with the First Utility First Fixed April 2017 v7 Tariff in mid March. They also informed they will have to change the meters to credit if I want to pay by Direct Debit, I said yes.

A month went by and heard nothing, so called up again to find the account was cancelled, it got opened again. Shortly after I received two emails welcoming me to First Utility, I apparently have two account numbers :huh:

3 weeks later (22/04) I got the emails announcing I would have my supply dates set for the 3rd May. Two emails for Electricity (with 2 different account numbers again), and one for Gas. These emails also said 5 days prior to my supply starting they would email me requesting my meter readings - no such email came.

3rd of May I notice my smart display changed from prepayment to credit for both Elec and Gas, and the estimated bill started to show. So the switch over worked.

2nd June an engineer came round to change both meters, unfortunately my gas meter is now non-smart (WT actual F?) and my smart display is not compatible for the elec meter - so it was taken away.

The next day, I talked to an online agent asking when I would get my login details so I can submit meter readings and use the android app to monitor elec usage:

Phil M (6/3/2016, 3:24:37 PM): Hi, how can I help you today?
Me (6/3/2016, 3:24:55 PM): Hello, I'm wondering when I will get my login information for the First Utility website
Phil M (6/3/2016, 3:25:15 PM): I can take a look into this for you, Aaron. Could you please confirm your full name, postal address with postcode and email address?
Me (6/3/2016, 3:25:50 PM): <details removed>
Me (6/3/2016, 3:26:28 PM): I got the PDF file detailing my chosen Tariff on the 12th April, and my meters were switched to credit meters yesterday
Phil M (6/3/2016, 3:28:08 PM): No problem, Aaron. Pre-payment accounts don't have an online account so, as soon as your account has been updated to credit, you'll be emailed with account details. This will be within 14 days.
Me (6/3/2016, 3:28:45 PM): Oh ok, and will it have my chosen Tariff on it as well?
Me (6/3/2016, 3:28:50 PM): First Fixed April 2017 v7
Phil M (6/3/2016, 3:29:15 PM): Yes that's correct. The account will be updated to your new tariff and back dated to when the meter was installed. You will then be able to log in to submit readings, view your usage and make payments.
Me (6/3/2016, 3:29:33 PM): I had other emails informing my supply date started on 3rd May
Phil M (6/3/2016, 3:30:39 PM): Yes that's correct, you came onto supply with us on the 3rd May but as your meter was only replaced yesterday with a credit meter, you've not yet been moved onto a credit account. This will be done shortly and you'll be sent your log in details.
Me (6/3/2016, 3:31:03 PM): Ok, thank you very much for your help
Phil M (6/3/2016, 3:31:17 PM): You're welcome. If that's all today, I'll sign off now. After I go, if you click "close", you'll see a short survey. It would be great if you've got a minute to let us know your thoughts on the service you've received today. Thanks and enjoy the rest of your day.

14 days come and go, nothing. I went to the FU account page and used the reset password feature out of curiosity to see if I could login, it worked as they had my email address on record. Unfortunately it shows me as having No Active Services and I can't submit readings, nor view bills. No money has been pulled from my bank account yet.

What a right kerfuffle. This is my first energy supplier as I'm living independently for the first time, and chose FU as they were 2nd rated for Customer Satisfaction in the uSwitch survey. What should I do next? :mad:

Sprinkly

Switched to them with a flat move it's been hell, promises of rectification still not rectified...promises of not taking money out whilst industry Meter reading was checked but took the money, cancelled DD to stop them, they slapped a charge on my bill for this, still trying to law back the money from the industry reading which they say now rectified, confusing bills, I made a payment with my card, went to give Meter readings today took the electric reading but said the gas Meter reading had already been given???, done the weekly sending photos to verify readings, had numerous talks by telephone, numerous emails...I just cannot cope with this provider anymore so I'm switching I've had enough...demented doesn't even touch the sides..

Alex444

This is why people don't switch providers, cheap quote for a cheap service, the big 6 get fines regularly yet this lot just roll on causing misery and stress, wish I had never heard of them.

mrangry99

We have been with first utility for around 21/2 years, i have to say we have never had anything but good service.
I supply meter readings every month, & first utility update my bill within a few days & all is well.
Maybe they have upped there game since the last posts on bad service, but we can only recommend them, best of all we locked in to a tariff 15 months ago, that is by far the cheapest around, remains to be seen what happens april 2017 when it runs out

gatita

I have given First Utility a thumbs up on quite a few occasions............HOWEVER I am now not pleased at all. I received an email from them over a month ago offering a fixed tariff until 2018. About a week later I decided to accept their offer, lo and behold it was nowhere to be seen! I contacted them by phone explaining the problem, I was informed the offer had finished!! finished after a WEEK!!! I asked to speak to a supervisor, I again explained the problem, she promised to sort it all out, and I asked her to confirm by email.

I am STILL waiting 3 weeks later.
They (FU) obviously do not appreciate a long standing customer why has always submitted their readings monthly, and paid promptly. Customer loyalty is worthless apparently.
I am very annoyed as I had praised them in the passed.
If a representative of FU reads this, email me and I will give you my details so you can sort this out.... otherwise when my contract finishes in a few months, I am off.

BlueStarHouse

---

Forwarded message

---

From: Lxxxx Xxxxxx <xxxxxxx@gmail.com>
Date: Tue, Nov 8, 2016 at 9:27 PM
Subject: Refer a friend no show and reassessed Direct Debit - Account Number: XXXXXXXX
To: First Utility | Customer Services <customer.service@first-utility.com>, Removed, [email]Removed[/email], [email]Removed[/email]


Dear First Utility

I object to your increasing my Direct Debit. I see no justifiable reason for this. I am on a fixed tariff, my use is as stated when I brought the account to you in May, my account is in credit and has been since the first month, up to £222 in credit recently.
You have held my money over the past 5/6 months, the risk that my account may go into a slight debit in a couple of months time can be dealt with in a couple of months if necessary.

I still have not received the "refer a friend" incentive of £30 promised when I joined, queried and promised again in July and again in August. It has also be queried by my referrer who also hasn't received it.

I think this is a con and you have policies that are seriously questionable and customer service that resolves nothing.

Unless you respond positively and without delay I will be taking this complaint to the Energy Ombudsman - it is over 12 weeks since I first complained about the non receipt of the refer a friend incentive.

Lxxx Xxxxxx

Inline image 1

---

Forwarded message

---

From: First Utility <noreply@services.first-utility.com>
Date: Tue, Nov 8, 2016 at 10:00 AM
Subject: Your energy payments are changing
To: xxxxxxxxxx@gmail.com
First Utility
Account Number: xxxxxxx

Hello Ms Xxxxx,

Your monthly payment needs to be increased

We check your account every six months to make sure your payments are on track to cover your energy usage and that you’re not building up too much credit or debit.


New monthly payment
£109.00
from November 2016

Dird

BlueStarHouse wrote: »

---

Forwarded message

---

What was their response though? We've not seen it be effective

BlueStarHouse

Dird wrote: »

What was their response though? We've not seen it be effective

Phone call from a girl in Phil Gripton's (the Chief Executives) office.

Revision of the direct debit amount to its original figure and an email with the refer a friend bonus Amazon code 10 days later.

Just six months from the account being opened...

D_M_E

Just had a meter change done by First Utility.


Within 3 days accout was updated with new meter details and coorect final readings off the old meter.

Also, because the exchange was done in the middle of the billing period, they estimated my gas use and they got it within 2 cubic meters of the actual reading so I am not complaining.

Well done for prompt action.

I-LOV-MONEY

I am with First Utility, and because I have Economy 7 they said they cannot install a smart meter. :sad: