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

craig_f

When it's with First:Utility.......
I switched to them at the end of 2012 onto their iSave Fixed v4 March 2014 tariff.
Things have gone OK, only one minor incorrect statement which was eventually sorted out.
Probably because I ALWAYS submitted readings before the month end. Now I have a Smart electricity meter, but I still read and record it when I send in my Gas reading.

Then in January I started getting emails from them that my switch was coming to an end and I should change to their next fixed rate.
After 3 of these nagging emails I pushed the button to (I thought) register my wish to change to the next fixed tariff when my current one expired.
Then bang! - I'm now on the new - more expensive tariff - 2 months before my current CONTRACT finishes.
I tried hanging on the phone for a ages, then contacted them via the website.
Eventually I got a reply today, along with a reply for one sent at the beginning of December 2013 (so don't hold your breath) but all it said was that they HAD switched me to the new tariff with effect from 1 February 2014 - no explanation!
I reckon the new tariff costs me £4 a month more than the old one.
If I'd have wanted to get out early it would have cost me £60, but they can break my CONTRACT whenever suits them.
They are just the same as all the rest, so keep looking for a decent supplier who values their customers, but I guess they don't exist.....

Jay_whahey

I changed to First Utility and they increased the DD's to combat the harsh winter last year. I left because the fixed rate ended and despite leaving at the end of October I am still owed nearly £400. When you call you are held in a queue of 20 people and they ignore any e-mails. TRUST ME IT'S NOT WORTH £40 CASHBACK

TomBridges

I must say I never had a bad word to say about them until November 2013. They were billing me every month, using the meter readings I provided, and I was paying for actual usage. It was great!

But then in December I never got a bill... when they finally got round to sending one, of course it was massive as it was about 2 1/2 months worth. Luckily I was clued in to this and was prepared.

However, since my fixed price deal ended at the end of December, I simply can't get through to them. I've switched to nPower (don't ask why!) and they have taken over my supply, but I've never received a final bill from First Utility (it's only about 10 days worth of G&E owed) and I've cancelled my DD so they can't keep charging me. I would have thought a final bill within 2 weeks isn't that much to ask.

Every time you send an email you just get a !!!!py reply saying they'll respond within 10 working days... well if that's the case, there's not a chance in hell I'll be ringing them up to chase this!

susancrowe

I have the same problem a TomBridges.

I Left FirstUtility mid December. They charged me a full DD payment at the end of December (!) but sent no bill.

After emailing and hanging on the phone for over an hour to speak to a friendly but powerless Customer services rep I had still got nowhere except confirming I was £230 in credit. I was transferred to billing where the phone simply rang for over a hour, unanswered.

Eventually I got a helpful response from their Twitter Customer Services who refunded the full in credit amount. I'm still waiting for the final bill which I calculate will be around £60.

My advice - contact them by Twitter, may take a day or two to get a response but they are quick and effective when you finally make contact.

Question - How long can they expect we to wait before I am entitled to cancel the DD and refuse to pay the final bill?

6 months? 1 year? 5 years?

I'd be interested to know legally where I stand....

Cattie_2

I don't believe First Utility know the meaning of "customer service". First Utility has never answered my emails (4 in the last 18 months) while the problem raised was happening. Sent one on 14th Feb asking if it was correct that I would not be charged exit fees in the last few weeks of contracts. They are great if you manage your account as they allow you to vary your direct debit on line (up or down) every 3 months. I was £10 in debit. When they wanted an extra £30 last March as a winter payment, I rang and refused on the basis that the winter was almost over and that a credit would soon appear. They agreed. Reading some of the comments I feel lucky.

Aquamania

MisterBaxter wrote: »

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.

I haven't got an account with First Utility either.
http://forums.moneysavingexpert.com/showpost.php?p=64838130&postcount=4
Never have had.
Likewise I've had no bad experiences with this supplier (I've not had any experiences with this supplier at all!)

TheScoop

Bad bad bad. I switched to them around September 2012, took ages to get DD set up. Switched away from them in July 2013. No final bill, raised several times with customer services, who cannot put you through to anyone in billing, they just take down your request and pass it on. Patience being tested to the limit. Will be raising formal complaint today, which I had done it 3 months ago when they flagged as an urgent request.

matelodave

I would have raised an official complaint after about 3- 4 weeks and then escalated it to the ombudsman after the 6 weeks they allow for a complaint to be sorted out. If I can't get any sense from a phone call or one e-mail, then it's a recorded delivery letter.
As far as I'm concerned the only way is to go in hard and fast to try and get these sorts of problems resolved.

jamesleesaunders

Can someone advise if First Utility also do Gas Smart meters? I cans seem to find out if they do?

JIL

jamesleesaunders wrote: »

Can someone advise if First Utility also do Gas Smart meters? I cans seem to find out if they do?

This was a deciding factor of me joining them 14 months ago. I am in the process of leaving now. The service was shocking. I asked on numerous occasions about the smart meters and they were having supply problems.

What a company. Direct debits ignored. Meter readings ignored. Emails ignored. No bill for three months. Can't get through on the phone.
I was with the new supplier from 17/2/14. The first utility account says meter reading 17/2/14, account closure. So why do I have a bill up to 28/2/14 with estimated readings and a full months standing charge. Tried phoning but was advised of long delays. So I emailed. To be told it takes up to 28 days to move accounts. Obviously not reading my email or looking at the account.
Meanwhile I'm making payments to my new supplier.
I won't pay their incorrect bill, goodness knows how long it would be before I would get the refund.
I just want to leave. Pay what's owed and never have to deal with them again.