first:utility - poor customer service systems

karenandmerry

Has anyone tried closing a first:utility account? I sold a house & tried to close the gas and electric account.

I try to fill in the relevant on-line form on their web site, but have to call Customer Services: the form insists you provide not only the name but also the phone number of the new owners. They won't supply their phone number as they intend to use another supplier and don't want nuisance calls so - on the suggestion of the call centre worker - I give the estate agent's phone number instead.

I fill in the form, and call again and am assured the account will be closed. They tell me not to revoke the standing order, as they need to access the account to finalise payments over the following weeks. That was on 7th February.

19th March I get a statement which shows they've continued to take monthly payments, and to estimate continued usage.

I call customer services again, and the guy agrees he will close the account, backdated to 7th Feb. But then he tells me a) that it must be my fault - that I must have filled in the on-line form incorrectly and b) that to get them to refund the several hundred pounds they now owe, I will have to phone them - yet again - once I have received the revised bill.

So that's four phone calls and an on-line form to perform the simplest of tasks. No wonder their systems are not working effectively.

I tell the guy their system is pathetic, and ask him to record this view on their system. He says he will not do so, because it would be unprofessional to record such a comment.

macman

FU are fairly notorious for their 'customer service issues'. The worst rated of the small suppliers in a recent Which? survey.

penrhyn

'You may well think that, I couldn't possibly comment'

Francis Urquhart.