FirstUtility cheap ... but bad reviews

lstar337

Janna wrote: »

We moved into our new property in February 14 and decided to stay with the current suppliers, First Utility. We have emailed them and called them several times to set up a direct debit. We are still waiting to be contacted by them. I hate to think what the bill will be when it arrives. I'm at a loss to know just what to do anymore. The previous tenants (we rent) left owing over £200 and I'm nervous that we'll be left with the bill

The previous tenants bill is not your problem, and do not pay for it under any circumstances.

Give your opening read to FU when you finally get through, then only pay for usage from that point on. If you are unhappy with FU so far, then switch away ASAP.

Do not pay somebody else's bill, it is up to FU to get that back from the previous tenants.

Emmaor

We have been with FU for a few years. Tried to change supplier and that is when the trouble started. Since February 2014, we have had no bill despite providing metre reads every month as advised. Thirty plus phone calls to them, 40 minutes on hold to say it is down to a technical problem out of their control, this was February and in September after the calls and some 20 emails which went in the main unanswered, I finally got a guy who helped me. I ended up owing hundreds of pounds and after it being rectified, I am still only able to submit electric reading and not the gas so again another email this evening. I have never dealt with such and incapable customer service team and they were rude and unhelpful and rarely apologised that I'd had no bill for 7 months.

Stay away from this company. At 8am, the phone went unanswered for 50 minutes on hold, very very poor. Don't be tempted by cheap rates as all this hassle and worry has not been worth the hundred pound saving:(

C_Mababejive

I too am happy with FU. Have been with them since Feb 2014 on fixed deal at a great price. I submit my readings and can view bills no problem. They recently emailed me with some new fixed price deals as far ahead as 2018 which i am currently analysing.

burnleymik

Not a great start....

I joined these guys last month after it being recommended by the cheap energy club.

I just had an email to say they are taking first DD in 10 days, but have not had any requests for final meter readings. I tried to log in for the online account, but nowhere is there an option to actually register for the online service.

So I just thought I would give them a call... first time I try and I am number 33 in the queue with an average waiting time of 25 mins. Wow... not the start I was hoping for.

Hope it gets better than this......

glen_moranjie

Another happy First Utility customer here. I joined FU in Nov 2013 on their iSave Fixed v12 Jun2015 tariff.

I am a 'seasoned' Utility 'switcher' and have been with OVO, Southern Gas & Electric, BG and EDF at various times over the years and I would rate FU as the best !.
I read my meters weekly and submit readings to FU monthly and I find managing my account online very efficient.

I have no connections with FU.

jaycee_111

They over charged me by double my usual amount the month I left and I landed up being owed £150 after they transfered my account to new supplier. 6 months later and many phone calls and emails even replies telling me they had no idea when they would return the money I went to the ombrudsman he sorted it out in a month. I demanded £50 compensation as well and got it.

GimmeTheDosh

Have been with a number of energy companies - SSE, Scottish Power, nPower, Ovo and Daligas. All have been good except First Utility.

FU:
1. Refused to honour the cooling off period at the beginning and dug their claws in;
2. Increased the Direct Debit 10% within 1 month of joining and would not negotiate;
3. Changed their billing system and billed off 2 accounts. Disaster;
4. Used inflated estimated billing when actual readings were submitted;
5. Owe me but still bill me;
6. Haven't a clue on customer service phone lines;
7. Generate a new complaint reference every time you email which adds to the confusion;
8. Lord knows how but manage to set up a direct debit on my account without my authority that I had to cancel;
9. Are swift to send threatening final demand letters but not to pay up money they owe;
10. An advisor admitted they changed billing accounts for customers as the previous ones are being calculated incorrectly.

My advice is to keep away. They are dangerously incompetent. Do not be sucked in by a small cashback incentive, you will spend it crying in to tissues and double whiskies.

mirukuru

Had no problems with them, personally.

MillicentBystander

I read recently that FU made just £600,000 profit in 2013. When you consider they have a helluva lot of customers and their annual t/o must be pretty huge, it's not exactly amazing, is it? Unless they become more profitable going forward and/or raise their prices you have to question how much they can spend on improving their CS. CS-wise they seem to be the talktalk of the energy market.

Pincher

Surely the idea is to lure them in with low prices, then ramp the price up when the initial deal expires. Obviously you have to refuse to let them leave by any excuse: can't hear you, never got the switching request, you still owe us money, your feet is too big.