First Utility - Disgraceful

duckandcover1

Hello all,

Just wanted somewhere to post my gripe with First Utility.

I have been chasing them since I moved property in the first week in June for my final bill. I think I am owed around £185 based on my last meter readings.

I've spent countless hours on the phone being fobbed off by these idiots, it takes on average 30 minutes for someone to answer the phone who are then completely useless. I have probably done this 7 or 8 times, I've been promised twice my final bill within two weeks, both not appearing, only to ring back again and get the original answer, we are having problems with our final bills so it should be with you soon.

It's absolutely ridiculous, and I don't even think it would be any different if I owed them, I think they are just incompetent.

My question is, as I am now fed up of ringing and wasting hours of my life. Would I be able to charge them for all my wasted time or at least claim compensation for all my phone calls and for how long they have held the money.

My final comment, avoid them like the plague, no matter how much cheaper they are, they have been embarrassing from start to finish and even beyond that

ollski

When I was with them a few years ago I gave up on the 145 I had overpaid them.....it just wasn't worth it.

matelodave

Send them a recorded delivery letter, telling them that you will be taking them to the small claims court if they don't pay up within 14 days or so. Then if they don't pay up you can then take them to the small claims court. Faffing about on phones & e-mails is a waste of time, but a recorded letter indicates that you are serious.

duckandcover1

Thank you, I really can't describe how irritated I am with them, and to see that someone gave up on such a sum of money shows how bad they are

ValHaller

ollski wrote: »

When I was with them a few years ago I gave up on the 145 I had overpaid them.....it just wasn't worth it.

And now they think they can get away with it so they do it to everyone?

retatco

I have just gone into the 1st Utility complaints procedure - twice.
Firstly, despite countless emails they have not collected my DD since August. I've tried to make payments via their website but can't get the payments pages to work properly with a Lloyds debit card.
Second, I requested a tariff change, also in August that has not been actioned, also chased by many emails.
If they don't answer these complaints satisfactory the next step is the Energy Ombudsman.
I think they are a small company that have overstretched themselves with too much business. They attend to the new clients at the expense of current subscribers.

ollski

ValHaller wrote: »

And now they think they can get away with it so they do it to everyone?

Yes it probably is my fault but that was my choice at the time. I now pay more to a company who I trust much more and I'm happy.
That's what makes me worry about these comparison sites....cheapest is not always the answer. I dread to think what will happen to all these poor folk getting transferred to f.u., they could never cope with the customers they had, they must be a right old mess now.

jimkenyon

First Utility are a complete joke. I acquired their services via a deemed contract on an empty property. They have sent an estimated bill.

1. I can't get a response from them to register as a customer so can't submit meter readings online..
2. They have failed to respond to any emails about billing.
3. Phoning puts you in a queue at No. 50 or greater - I don't have the time to hang on the phone for hours..
4. They have failed to revise their estimated bill on being supplied with accurate meter readings - they obviously haven't heard of the Code of Practice for accurate billing.
5. I submitted a complaint - they have failed to deal with it - looks like after 8 weeks I will have to involve the Ombudsman.
6. Emailing Chief Exec doesn't appear to work either.

To avoid complications I have made a loan to First Utility to cover their estimated bill. I have now started a transfer to another supplier. Should First Utility then fail to refund the cost then I will commence a moneyclaim and if necessary send in the sheriffs.

Any advice on how to deal with First Utility gratefully received.

Ultrasonic

Have you tried contacting FU via Twitter? I've read on other threads that this can be a way to get some sort of response.

jimkenyon

Thank you - I will try Twitter as you suggest.

jimkenyon

Twitter doesn't work either.