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

tony6403

I have spent many, many hours on the telephone trying to resolve a simple meter reading issue caused by the estimated readings which First Utility applied to the account.
This was despite my having routinely submitted the actual readings.
Their agent registered a dispute and I was informed on 29th November that the matter would be addressed within ten working days.
With the exception of being vigorously pursued by them for a non existent debt , nothing happened.
I wrote to them on 29th December telling them that I would raise the matter with Ofgen if it was not expedited. Still nothing happened.
On 10th January I rang them again and demanded to speak to a manager who , I think , has resolved the problem , time will tell.
I will not contract with First Utility again whatever the price.

vanilla8

Moved home with First Utility as my supplier, prepayment meters in our new home and had to wait two months for credit meters to be supplied.
Was billed with 'estimate' readings for a meter during prepayment meter months! This was back in May.
Switched from them in December and still not resolved incorrect billing, Just had £300 taken from my account for a final bill which is still incorrect!

Customer services can never resolve anything and always refer to their case management team!

I must say i had no issues with them in my previous home but they have made a right mess of this!

System

I have a list of a handful of companies on my blacklist - companies i would never deal with again. First Utility is on that list. Dreadful. No accurate bills (and long periods without a bill at all) and when I left them they made several debits on my bank account and it took ages for them to produce a final bill showing no charges required. Avoid.

footyguy

scgf wrote: »

I have a list of a handful of companies on my blacklist - companies i would never deal with again. First Utility is on that list. ...

Snap!
As I posted in post# 250 & 253 of this thread, if anyone missed it and wants to check out my experiences too

editor1

Utilising MSE's Cheap Energy Club recommendations and price comparison I've switched the folks from Ovo to First Utility, the change-over has gone smooth and already supplied FU with meter readings - we are on the Fixed 15 month deal, which was approx. £60 cheaper per annum than OVO's offer to us using their Simpler Energy Tariff, with a £100 Cash Back from Top Cash Back. Only just joined, but cannot thus far complain, particularly given OVO wanted a DD of £102 a month, whilst we are now paying £90 a month with FU, the same as we paid for 12 months with OVO - if they screw up, of course will let you all know of the fact.

anotheruser

Was with First Utility for a year or so a couple of years ago - pretty good.

Been with them now, for the last year - been pretty good.

Just a shame I don't think they're going to be the cheapest when it comes to the end of my contarct in April.

2010

scgf wrote: »

I have a list of a handful of companies on my blacklist - companies i would never deal with again. First Utility is on that list. Dreadful. No accurate bills (and long periods without a bill at all) and when I left them they made several debits on my bank account and it took ages for them to produce a final bill showing no charges required. Avoid.

I was with FU for over a year and never had any problems whatsoever.

When I do a switch, I calculate what my final bill will be and if there`s enough money in credit to cover it, I cancel my DD.
Then there`s no chance of them taking "several debits on my bank account".

The more posts I read about ALL the energy suppliers, the more I find the consumer not using a bit of common sense regarding their accounts.

There is no such thing as a great energy company, mistakes happen and people get p1ssed off, but a lot of grief can be avoided if you keep on top of your account by putting in regular meter readings and checking monthly DD payments, plus querying anything about your account your not happy with.

All companies can be cr*p, if you let them be.

editor1

anotheruser wrote: »

Was with First Utility for a year or so a couple of years ago - pretty good.

Been with them now, for the last year - been pretty good.

Just a shame I don't think they're going to be the cheapest when it comes to the end of my contarct in April.

I Switched to FU Fixed online until May 2018 deal, certainly not the cheapest, however, had a Cash Back deal of £100 with TopCashBack that meant actual FU cost was significantly lower than OVO Energy and not too much in it with Avro Energy - had it not been for cash back would have moved to Avro, but deal we are on with FU means we avoid any price increases down the pipeline for winter 2017/18 when folks burn through electricity like no tomorrow - FU electricity charge slightly lower than OVO on its fixed deal, but standing charges were significantly lower.

luvchocolate

I have been with First Utility since December 2016, upon switching bank accounts there was a mix up and first utility advised cancelling the direct debit and re starting after a couple of days, no problem with that except a payment was due in 2 days, so my bank sent a Chaps same day payment on the 13th June 2 days before my payment was due.
This is still not showing as as a payment on my account, when I phoned them as I was concerned it would show as a late payment I was told it can take up to 28 days to reach my account!
Seems crazy to me.

ANDYKK

Just abit of info i didnt know ; Hi Andy. It all depends on the tariff. First of all you can move to any other tariff free of charge if you're within 49 days of your current tariff expiry. Secondly, the option is you won't be charged exit fees if you're switching from a short term to a long term tariff. If you login to your online account and go to the 'Tariffs' section, you can view all of our available tariffs. If you're happy with any, you have the 'Upgrade Now' option or the 'Upgrade Later' option and the latter will upgrade upon your current tariffs expiry. If any exit fees apply for switching, a pop-up will also appear to advise of this!