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

MontBelzoni

Transfered duel fuel to FU from scottishpower november 2013. Transco confirm gas still supplied by SP.

No replies to webmails or complaint emails. Phoned once to find myself 62nd inline...rang off after an hour.

Deeply regret changing to FU......Going to ofgem to sort out.

Moby_Tide

Johnkg wrote: »

LOL, just tried logging into my account to see if things have moved on. They've moved backwards! I now get the My Registration screen

Switch has started

We've notified your current supplier of your intention to switch to First Utility. It usually takes 20 to 30 days to get all the information we need from other suppliers.

Don't worry if you don't hear from us right away. Check your email - we might need more details to complete your transfer.

Good news though: Process Started: 14 Oct 2013 - Estimated End: 06 Nov 2013

So only nearly minus 3 months to go! Not looking very good...

Bizarrely I got the switching screen when logging in today also with similar dates, potentially even the same.

Sent a new online query today, chose the cancellation/leaving department figuring they may be the only department still working. Got the 10 day notification again:cool:

PaulBear

Well, I was considering transferring to FU but reading the comments about them I am not going to bother.
Some companies just seem to revel in their customers' misery.

Thank you from me and all the others you have warned off to all the contributors, unfortunately I know you would prefer just decent service from FU but that seems highly unlikely.

Boots-12

I'm also completely fed up with First Utility. When I moved to them they sounded good; their blurb said all the right things but in reality they have not met their own publicity or standards.

I was on a fixed direct debit for the first 12 months which resulted in an overpayment of ~£500. Can I get it refunded? No.

Have I received an anniversary loyalty payment? No.

Have I received a Smart Meter, as part of the originally advertised plan / deal that I signed up for? No. What they have done is try to wriggle out of doing it - by firstly saying it wasn't part of the deal, then by saying there'd be a charge of £35, then they arranged an engineer's visit to install it but he never turned up (and I had to take time off work), then nothing - no apology, no re-scheduling, nothing.

Have they ever produced a bill based on my monthly readings? No. They've all been estimated bills even though my account clearly shows the readings and that they were submitted before each deadline.

I'm happy for the people who have had no issues but they must be a rarity amongst First Utility's customers.

I'm now moving away from them, having had enough of being badly treated. Hopefully I'll get my overpaid money back from them!

Unless you want to run the significant risk of being as badly treated as I have been, don't sign up with them. They may be cheap but they're not good.

plzhelpmesave!

Joined fu in nov 12
No problems at all to date .... Touch wood!
Had a credit refund of £200 in summer and recently dd went up to 120 from 60 - called them and they changed to £80
Submit meter readings by email

Wd recommend based on my experience

MisterBaxter

Been with them for a couple of years now, they email me each month for my readings which I submit. I pay a fixed DD every month, it did go up a while ago but I was running some new equipment at home that increased electricity usage and was working from home more so heating on longer, the increased DD was fair based on the new usage. I check my usage online regularly to make sure that they have my consumption right. I speak as I find and I personally have had no issues with them.

I deal with utility companies on a regular basis through my work in property management and I don't have many good words for any of them when it comes to customer service and billing accuracy, sometimes their approach to customer billing is worrying.

Scooter

Originally on a fixed direct debit but was in £245 credit so arranged to pay for the actual monthly bill.
I noted they hadn't taken any money for 3 months so contacted them and payed the bill.
Yesterday I checked my account and according to their records they have only taken one payment in December and I now owe them £396 and as I swapped my bank account last week can not check my bank statements.
They maybe the cheapest but after this fiasco I will looking to change my supplier.

Alex444

Boots-12 wrote: »

I'm also completely fed up with First Utility. When I moved to them they sounded good; their blurb said all the right things but in reality they have not met their own publicity or standards.

I was on a fixed direct debit for the first 12 months which resulted in an overpayment of ~£500. Can I get it refunded? No.

Have I received an anniversary loyalty payment? No.

Have I received a Smart Meter, as part of the originally advertised plan / deal that I signed up for? No. What they have done is try to wriggle out of doing it - by firstly saying it wasn't part of the deal, then by saying there'd be a charge of £35, then they arranged an engineer's visit to install it but he never turned up (and I had to take time off work), then nothing - no apology, no re-scheduling, nothing.

Have they ever produced a bill based on my monthly readings? No. They've all been estimated bills even though my account clearly shows the readings and that they were submitted before each deadline.

I'm happy for the people who have had no issues but they must be a rarity amongst First Utility's customers.

I'm now moving away from them, having had enough of being badly treated. Hopefully I'll get my overpaid money back from them!

Unless you want to run the significant risk of being as badly treated as I have been, don't sign up with them. They may be cheap but they're not good.

Hi Boots....I was quoted the annual loyalty payment as well, when it went to Ofgem FU denied that there was such an offer, even though I remember the call, the only call I have received from FU.

By the way, the calls are not recorded, must be the only UK call centre that doesn't.

oscarisalittledog

I have just moved house to a new supplier (hooray) Before moving, I was with First Utility. I entered in the date of the house move on the website but they decided I was moving on the date I filled the form in instead. This meant that when I moved I couldn't enter the final meter readings on the website. I sent numerous emails as I was dreading having to call them. However, none of my emails were responded to so I decided to call. Fortunately they do have a normal phone number rather than one of these 0870 numbers. When I finally spoke to someone they didn't listen properly to what i'd said and put me on hold again so they could talk to their supervisor. Frankly, this seems like a troubled operation. If they are the cheapest (as they were for my previous house) then go for it but check your bills and never try to contact them without at least an hour to spare and the patience of a saint. I look forward to sticking with Cooperative Energy now.

diddilydee

I switched to First-Utility after Uswitch had shown it would be ~£2 cheaper a month than Scottish Power. This was estimated from using my total kW usage for a year that was displayed on my Scottish Power bill. For nearly 2 years I had been paying £28 a month (small single person that works a lot and uses heating sparingly) with SP. It wasn't until after the cooling off period with FU had ended that I was sent an email informing me that my fixed monthly direct debit would be £50! After about 3 weeks of trying to contact them I put in an official complaint regarding the fact I believe I was mis-sold my plan and that I wanted to stop the switching process. My reply suggested I either got to a variable direct debit or that they would lower my DD to £30. I agreed to have my direct debit lowered but as it was only a couple of days until my next payment I was informed by a member of staff over the phone (I know! I actually spoke to someone on the phone!) that I should cancel my direct debit so that the £50 DD could not be taken and that I should pay manually online. By the next payment my direct debit would be set up. Wrong, I have continued to make manual payments for which I read on the website last night that an £8 monthly administration charge is applied although today there was a Tweet saying this charge had been removed.

Although my official switch over date to FU was 3rd Nov 2013, my final meter reading has still not been supplied to my previous supplier.

After submitting my initial meter reading online, I have never been able to do so again. I also cannot supply it via the automated phone service. The meter readings I have submitted via Twitter and over the phone are not showing on my account and I have had no monthly bills as advised I would. Now expecting a mammoth estimated bill.

I have lost count of how many times I have submitted queries via their website. I have not had any replies.

I was on hold for 30 minutes (starting off as 29 in the queue which I didn't think was too bad) this evening trying to get bills and direct debit sorted out. When it was eventually my turn the phone rang then went dead. When I called back I was 47th in the queue. With it being only 45mins until CS closing time didn't think it was worth being on hold to be cut off again.

I am at my wits end with this company. I feel totally helpless.

I would not recommend anyone switch to this company. For all of the time I have spent on hold, composing emails and generally feeling stressed out by it all it's just not been worth the yearly £24ish saving.

FU...yip I think that's the companies motto.