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Switching problems with First Utility
I've never ventured to these boards - but I'm hoping that this is in the right place and that you can help! I'm going to keep this as brief as possible (ha) but it is still pretty lengthy.
In November 2012, I attempted to switch energy suppliers to First Utility, for both gas and electricity. I started paying FU by DD and awaited a final bill from NPower. Very long story here, but the gist of it is that both FU and NPower were billing us for gas usage, and neither were accepting blame. I was paying FU by DD and then NPower would send quarterly bills, so I'd have to chase up FU for a refund and start the whole switching process again.
In April 2013, someone at FU finally clued in and stated that they kept trying to switch over the gas supply for 4 The Old Firehouse, Fireman's Road, not 4 Fireman's Road - my property (address is fictitious). I tried to switch again, but this didn't work. During this time I tried 4 times to switch.
The final time I tried to switch, they again took over the supply for 4 The Old Firehouse - which coincided with a new tenancy commencing at 4 The Old Firehouse, so this time they didn't contest it. A new account number (beginning 79 - my normal account number was 70) was created. But when I logged in to my usual account, the gas wasn't appearing and once again, they'd failed to switch the gas supply. They took a DD from my bank for gas and electricity on the 70 account AND gas on the 79 account, despite never supplying us with gas, and me ringing them to tell them that they could not take the DD for the 76 account as there wouldn't be money available. I got it back through the DD guarantee.
In October 2013, I was done. I'd spent hours on the phone, hours just being on hold, not receiving call backs, sending photos of my metre, etc. I called NPower and asked them to take the electricity from FU, as I wanted nothing more to do with FU. I started the complaints procedure and asked for a compensation payment of £100 as well as all my gas bills credited. During this time they actually amended my bills online - they didn't issue credit notes, I mean actually went in and amended the bills so that I no longer had the originals to refer to. Of course the complaints procedure was completely messed up - they took longer than they said to get back to me and then once we agreed on a settlement, I had to chase them up for weeks for it. I eventually received it in January. They admitted that account 76 is not mine, has nothing to do with me, and if they supplied 4 The Old Firehouse they have to take it up with the new tenants.
Great, all done. I considered a complaint to the ombudsman, but it wasn't top of my priority list - something I'd do once I can get proof of all the phone calls, etc. Fast forward to this weekend, where they've sent me an email with a penalty charge for the 79 account number, saying that because I've left the fixed term, I need to pay £30. They're now ignoring my tweets and I am in the phone queue to them, but I started the queue at number 56.
I'm stuck on how to proceed. I will, of course, be moving forward with my complaint to the ombudsman.
In November 2012, I attempted to switch energy suppliers to First Utility, for both gas and electricity. I started paying FU by DD and awaited a final bill from NPower. Very long story here, but the gist of it is that both FU and NPower were billing us for gas usage, and neither were accepting blame. I was paying FU by DD and then NPower would send quarterly bills, so I'd have to chase up FU for a refund and start the whole switching process again.
In April 2013, someone at FU finally clued in and stated that they kept trying to switch over the gas supply for 4 The Old Firehouse, Fireman's Road, not 4 Fireman's Road - my property (address is fictitious). I tried to switch again, but this didn't work. During this time I tried 4 times to switch.
The final time I tried to switch, they again took over the supply for 4 The Old Firehouse - which coincided with a new tenancy commencing at 4 The Old Firehouse, so this time they didn't contest it. A new account number (beginning 79 - my normal account number was 70) was created. But when I logged in to my usual account, the gas wasn't appearing and once again, they'd failed to switch the gas supply. They took a DD from my bank for gas and electricity on the 70 account AND gas on the 79 account, despite never supplying us with gas, and me ringing them to tell them that they could not take the DD for the 76 account as there wouldn't be money available. I got it back through the DD guarantee.
In October 2013, I was done. I'd spent hours on the phone, hours just being on hold, not receiving call backs, sending photos of my metre, etc. I called NPower and asked them to take the electricity from FU, as I wanted nothing more to do with FU. I started the complaints procedure and asked for a compensation payment of £100 as well as all my gas bills credited. During this time they actually amended my bills online - they didn't issue credit notes, I mean actually went in and amended the bills so that I no longer had the originals to refer to. Of course the complaints procedure was completely messed up - they took longer than they said to get back to me and then once we agreed on a settlement, I had to chase them up for weeks for it. I eventually received it in January. They admitted that account 76 is not mine, has nothing to do with me, and if they supplied 4 The Old Firehouse they have to take it up with the new tenants.
Great, all done. I considered a complaint to the ombudsman, but it wasn't top of my priority list - something I'd do once I can get proof of all the phone calls, etc. Fast forward to this weekend, where they've sent me an email with a penalty charge for the 79 account number, saying that because I've left the fixed term, I need to pay £30. They're now ignoring my tweets and I am in the phone queue to them, but I started the queue at number 56.
I'm stuck on how to proceed. I will, of course, be moving forward with my complaint to the ombudsman.
I like to make money
Best wins: £3,000 luxury holiday, holiday in Cornwall, £250 Murad Skincare hamper, angle grinder
:j Make £10 a day challenger - it pays for trips to Florida! :j
Best wins: £3,000 luxury holiday, holiday in Cornwall, £250 Murad Skincare hamper, angle grinder
:j Make £10 a day challenger - it pays for trips to Florida! :j
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Comments
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It sounds like you've had quite an eventful time with them.. Are first:utility notorious for bad service? Because they do seem to offer very cheap deals (which is very appealing)--- Hitting the thanks button as often as is needed ---0
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Get the ombudsman involved immediately, They was very good when i used them a couple of years ago and i received resolution by way of compensation and the account being sorted out.
It is clear FU ARE US. I hate it when all you seem to be doing is banging you head against a wall.0
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