Customer opinions on First Utility

nic9258

Hi, I am interested in finding out consumer opinions on the energy company First Utility. I'd like to know if anyone has had bad experiences, good experiences and what everyone thinks of the prices they charge customers.
Also, if you've had a bad experience, was it sorted out and did you receive a good level of customer care/customer service from First Utility?
Do you think that First Utility could do more to gain customers?

Pagett

https://forums.moneysavingexpert.com/discussion/4415653

The search function here is also useful for finding numerous other similar threads

matelodave

They don't have a particularly good reputation and they seem to be doing their utmost to live up to it. But that said it doesn't look like even the big ones like Scottish Power and Npower are significantly better.


You can't communicate with them - it all goes into a big black hole. They aren't causing me any angst at the moment but I can't send them readings and I haven't seen a bill since I joined last November. I'm hoping that they will have sorted themselves out by the time my contract finishes in April 2015 as I don't want to be fighting for my refund

Alex444

Avoid at all costs and sleep well at night.

How Economy Energy are getting a warning from OFGEM and FU escape baffles me.

scaredofdebt

Poor communication to say the least.

I moved out of my old address with them in January. There was a balance and I asked them if I could spread it over 6 months. I received a non-committal response that in theory this was OK but they'd need to check the exact figures, ie I may need to pay it off quicker.

That was fine but heard nothing more from them until today when I got an email from what appears to be a debt collection company chasing me for payment. They offered me 30% off the bill if I pay it straight away, which would be nice if I could afford it and if it's genuine.

Happy to pay them the full balance just wanting a few months to spread it over. As I say, communication is poor.

metrobus

I`ve never come across a company this bad.


They have not billed me since last October, despite many attempts
to get it sorted everything is ignored.




How they are allowed to operate amazes me.

chanz4

60 min + for them to answer the calls

wakeupalarm

Do they change your meter to a smart meter or is that only for businesses?

G_Plumridge

Ive tried getting hold of them, via phone which is a long wait tonight i was 96 in the que, i have sent e mails, no reply, they didn't keep me informed of what was going on when i changed over to them it's worth paying the fee to get rid of them.

DAC1977

I have been with this company for over a year and they are an absolute pain!

I went with them as they were the cheapest provider but after being with them for a couple of months they put may direct debit up by £20 as apparently it wasn't going to cover my bills (not cheaper any more). Later on in the year they 'reviewed ' my account and said I needed to pay more. I argued that I didn't but they insisted and put my direct debit up another £20. So from starting at £86 / month I went to £126 / month. Near the end of the year I rang stating that I had a massive amount of credit and would like a refund but they stated I would use more gas and electricity in winter and so that I needed that amount in my account. A while later (the credit balance going up further) I had had enough and rang them demanding a refund. After a very long phone call (the operator couldn't understand that even in winter what I was paying was well over what I was spending) I convinced them my direct debit was too high. It was then I noticed that the previous two payments taken by them were £40 (had realised their error but not contacted me) and I was given a refund of £160 (took over two weeks to get it)

I unfortunately was put back with this company again on a fixed tarrif by my energy broker (now sacked and with the energy club on here). The quotes stated that I would need to pay £106 / month. After 2 months they were back at it and wanted to put my direct debit up by £20.....I refused. From the end of Feb they have been sending letters stating I owe them £24 but when I pointed out that I pay a fixed DD and that would balance itself out they agreed and told me not to worry. Since then I have had two further letters, a text and an email demanding payment to avoid further action and to top it off they have not taken out my direct debit this month!!!!!

Re contacting them......staff are always polite although sometimes they aren't the brightest and can't understand things like I am paying too much in winter so the amount in spring and summer will be too much as well. However whenever I ring there are always long delays. "you are number 43 in the queue" is the shortest queue I have joined.

If I leave I have to pay a £60 exit fee for dual fuel and so at the moment its not financially viable. I may just wait until my current plan runs out and then will never be with this bunch of cowboys again.

PS I wonder how much interest they have been getting on those credit balances if they do the same to every customer? A lot me thinks!