first utility

maz9999

Hello, just wondered if anyone can give me some advice, i'm with first utility for gas and electric , i signed up after reading about them here, around 2 weeks ago i rang them to enquire what our balance was, they advised we were £1042 in credit, a nice surprise just after christmas , i asked for the money to be repaid to our account which they did within 7 days, to double check i emailed them after the refund to enquire about the balance which by email they advised was now zero, we have just received a bill in january for £945, when i rang them , after spending nearly 2 hours on the phone being passed to various departments , i was advised that a bill hadn't been generated since august due to their system error, since we were paying a dd of £220 a month it looked like we were in credit and the advisor mistakingly hadnt taken into account our recent bills, it was implied it was up to ourselves to make sure we received a monthly bill and the outstanding amount would need to be repaid. i dont want any bad credit but dont know why their mistake shouldn't go unnoticed , any comments or advice appreciated

shortchanged_2

What made you think you would be over a thousand pound in credit over the winter??

Didn't it occur to you to question the so called underspend? Did you not think you had used any gas or electricity at all?

And seeing as you have used the gas and electricity you should of course pay for it. You may be entitled to a small level of compensation for the inconvenience but ultimately you owe them the money.

Don't tell me, you've spent it and now don't have it.

blisteringblue

They are possibly the worst energy company for Customer Services though, while you may have been a bit shortsighted thinking you were in that much credit First Utility should be billing better.

We are with them and supply meter readings monthly and should be billed for what we use. I've been merrily supplying my numbers but the last bill they sent was in November.

I've contacted them online, and also tried what appears to be the norm for customer services they asked me to contact them via Twitter !! Had a nice chat with their twitterer who went away saying they would get it sorted and low and behold another month and no bill. I'm certainly not spending the money as I know it will be coming, but they are simply rubbish. Our fixed price finishes in March so I certainly will not be staying.

maz9999

we did get verification as stated in the original message that we were over £1000 in credit by email , and no i havnt spent it , but they have agreed to adjust our monthly direct debit , thanks for your helpful advice