Nightmare with First Utility Energy Supplier

colin8

Hello,

I hope you will have the time to read about my dilemma...

I have been trying to resolve a problem with First Utility for several months. I emailed First Utility early last year (not long after switching to them) to say that I was having difficulties submitting elec meter readings online. That when trying to send readings it was asking for two readings but I can only supply one. I have emails from them saying "thank you for your meter readings etc" but whenever I look online at my bills under the meter reading type it states "Estimate", and the meter readings are completely different. They eventually responded to my constant emails early this year saying that it would appear that the first reading they used was incorrect and that they have passed this matter to their Internal Data Department who will be resolving the problem i.e. looking at the end reading that my previous energy supplier gave them. This is still ongoing and as yet this hasn't been resolved as they have not been in contact since.

However, I decided as well to switch supplier as First Utility were going to increase their prices. I completed the switch application via Martin Money and understood that this could take up to 5-6 weeks. When I logged back into my First Utility account however, it said that my services with them had now ended, Elec 8th March, Gas 14 March, yet I did not complete the application for the switch until after those dates??

That is not all, I contacted them via email to say that my account had been closed but that I had not received a final bill nor contact from my new supplier to say the switch was live. They did respond to this email saying that the final bill will show my amended details (can only guess they are talking about the correct meter readings) and that a final bill has been raised, they apologise for the delay........ and on the same day £1690 was taken my bank account!!!! Obviously making me greatly overdrawn and my bank charging me for this unagreed overdraft!!

Following a meeting with my bank who were very helpful, it would appear after they spoke to First Utility on my behalf, that there were two different account numbers for me and can only assume that they thought I hadn't been paying the agreed £130 per month (since Feb 2012 which makes the 13 payments of £130 to a total of £1690). I cannot believe that an energy supplier can simply take this unagreed amount of money out from my account in the first place! They have agreed with my bank to put the money back in my account which they have said will take 2 days but that it would appear that I still owe between E40 to £100.

I am not sure what action to take, I have not heard whether they have even resolved the situation with the elec meter readings. I felt ill after finding out that money had been taken from my account and I am already undertaking treatment for Prostate Cancer and was panicking of how I was going to be able to afford petrol to get to hospital for my treatment.

I am waiting for them to put the money back into my account before my daughter contacts them directly on my behalf to try to resolve this matter. My daughter had been trying to resolve the issues via email as the account is in my name but we are just getting nowhere and then with the money being taken from my account is the icing on the cake. I have copies of all the emails that I have sent to First Utility and their replies but if anyone can offer any advice as to what we can do.

Many thanks

Col

Wywth

colin8 wrote: »

Hello,

I hope you will have the time to read about my dilemma...

I have been trying to resolve a problem with First Utility for several months. I emailed First Utility early last year (not long after switching to them) to say that I was having difficulties submitting elec meter readings online. That when trying to send readings it was asking for two readings but I can only supply one. I have emails from them saying "thank you for your meter readings etc" but whenever I look online at my bills under the meter reading type it states "Estimate", and the meter readings are completely different. They eventually responded to my constant emails early this year saying that it would appear that the first reading they used was incorrect and that they have passed this matter to their Internal Data Department who will be resolving the problem i.e. looking at the end reading that my previous energy supplier gave them. This is still ongoing and as yet this hasn't been resolved as they have not been in contact since.

However, I decided as well to switch supplier as First Utility were going to increase their prices. I completed the switch application via Martin Money and understood that this could take up to 5-6 weeks. When I logged back into my First Utility account however, it said that my services with them had now ended, Elec 8th March, Gas 14 March, yet I did not complete the application for the switch until after those dates??

That is not all, I contacted them via email to say that my account had been closed but that I had not received a final bill nor contact from my new supplier to say the switch was live. They did respond to this email saying that the final bill will show my amended details (can only guess they are talking about the correct meter readings) and that a final bill has been raised, they apologise for the delay........ and on the same day £1690 was taken my bank account!!!! Obviously making me greatly overdrawn and my bank charging me for this unagreed overdraft!!

Following a meeting with my bank who were very helpful, it would appear after they spoke to First Utility on my behalf, that there were two different account numbers for me and can only assume that they thought I hadn't been paying the agreed £130 per month (since Feb 2012 which makes the 13 payments of £130 to a total of £1690). I cannot believe that an energy supplier can simply take this unagreed amount of money out from my account in the first place! They have agreed with my bank to put the money back in my account which they have said will take 2 days but that it would appear that I still owe between E40 to £100.

I am not sure what action to take, I have not heard whether they have even resolved the situation with the elec meter readings. I felt ill after finding out that money had been taken from my account and I am already undertaking treatment for Prostate Cancer and was panicking of how I was going to be able to afford petrol to get to hospital for my treatment.

I am waiting for them to put the money back into my account before my daughter contacts them directly on my behalf to try to resolve this matter. My daughter had been trying to resolve the issues via email as the account is in my name but we are just getting nowhere and then with the money being taken from my account is the icing on the cake. I have copies of all the emails that I have sent to First Utility and their replies but if anyone can offer any advice as to what we can do.

Many thanks

Col

You are fully covered by the Drect Debit Gurantee. Your bank should reimburse you the amount taken immediately. (not in 2 days time)

You can also ask your bank to make a claim for consequential losses (e.g. bank charges) on your behalf. (Reimbursement may not be immediate for consequential loss as the bank can wait to receive the money from the supplier, but it usually is only couple of weeks at most)

I suggerst you follow the First Utility dispute process to agree what money you do really owe them, and then send them a cheque for that amount
http://www.first-utility.com/wp-content/uploads/2012/11/First-Utility-Complaints-Policy.pdf

As with almost all suppliers, they will have a maximum of 8 weeks to resolve your complaint or you can ask the ombudsman to help you

colin8

Thank you for your reply.

I always thought that the company could only take the agreed amount, but from what the bank explained to me, once you've signed a direct debit form a company can take what amount they like from your account!

I will, however, wait for the money to be deposited back into my account tomorrow before my daughter contacts them directly on Friday. I will be making an official complaint however, for what has happened, from First Utility not responding to my queries over the readings from the very beginning of my switch over to taking out that amount of money without any prior notice.

Regards

Col

Wywth

colin8 wrote: »

Thank you for your reply.

I always thought that the company could only take the agreed amount, but from what the bank explained to me, once you've signed a direct debit form a company can take what amount they like from your account!

In which case I would suggest you take a copy of the Direct Debit Guarantee to the bank