First Utility - Still Waiting Credit Refund - Would not Switch to Them

knighs

I switched from First Utility to Ovo in the middle of April, First subsequently took 2 more Direct Debits (end of April + end of May) leaving me £140 in credit. I have chased them up on this & still haven't received my money... they tell me it will take up to 28 days...

I've now raised a formal complaint & quoted the Electricity Act that states that credit balances should be returned in a timely manner...

They seem pretty unconcerned about this...

If you are thinking of switching I would avoid First Utility, there customer service leaves a lot to be desired.

zzzLazyDaisy

Re the direct debits - contact your bank and inform them that the DDs were taken without authorisation and you wish to claim under the DD guarantee. The bank will refund your money and take the matter up with the company itself. The money will be back in your account in days.

Edit: at the risk of stating the obvious - remember to cancel the DD!

Wywth

knighs wrote: »

I switched from First Utility to Ovo in the middle of April, First subsequently took 2 more Direct Debits (end of April + end of May) leaving me £140 in credit. I have chased them up on this & still haven't received my money... they tell me it will take up to 28 days...

I've now raised a formal complaint & quoted the Electricity Act that states that credit balances should be returned in a timely manner...

They seem pretty unconcerned about this...

If you are thinking of switching I would avoid First Utility, there customer service leaves a lot to be desired.

Most suppliers will not refund until they have produced the final bill.
Perhaps they are still awaiting a final meter reading from your new supplier, Ovo?

Anyway, now you've raised a formal compliant, they will have 8 weeks to resolve, or you can escalate the matter to the energy Ombudsman.

FU complaints procedure is here:
http://www.first-utility.com/wp-content/uploads/2012/11/First-Utility-Complaints-Policy.pdf