First Utility Account over £400 in credit!

New_boy_2

Hello there. I wondered if anyone has a problem with a First Utility account, or any other Power company, similar to mine and if so, how did you sort it?


After being with British Gas for years, I switched to First Utility last November mainly due to MSE. Their product was a Fixed Price deal to 2015, with unit prices less that BG's even before they put their price up last year. The problem I have is that my account is in credit.


Basically, as per my last Bill dated 14th October, I have a credit balance of £448 on my account. That's great I hear you say. Unfortunately, the truth is I actually owe them money but they seem unable or unwilling to correct the mistake.


To cut a very long story short, since I switched last November I have had nothing but problems with First Utility in making them do anything. I have complained by email and telephone at least 8 or 9 times. Many of the emails have gone to a named representative appointed to sort out my problems.


Several of the contacts have specifically mentioned the fact that my account is in credit but I owe them money. My last email sent to my named contact told them this fact once again. I gave them again, the original readings I supplied BG with to close my account last November and which should be used to start my FU account. As I keep records of my Gas and Electricity readings on my computer, on a spread sheet I have used for years which calculates my bills, I also told them I had used £1400 of Gas and Electric. They did nothing.


Frankly, I am fed up with wasting my time with them and want to know if any one thinks I can just give up and keep the credit balance?? Any views anyone?

Nada666

It is unlikely you can keep the balance - how do you cash it? And if they do somehow cash it as soon as you do that will trigger the real balance - either immediately or a few weeks or months later.

What matters is the end read with BG and starting read with FU. Are they using the same figures? (Of course that will just account for a little - not the whole £1800 delta.)

Have payments been coming from your bank account? Have they been credited but usage hasn't?

New_boy_2

Thanks for you answer. According to their website, I can request a refund by sending an email. I do not see why this would trigger the correct figure. The main error is with the Gas account. Due to their incompetence, I did not receive a Bill until June this year despite being a customer from November 2013. For some reason, the reading they used to start charging me for gas was one I gave them in March 2014, so they did not charge me for Gas used in December till 31st March. That was nearly £400. The Electric was also short but only by about £80 but they were actually overcharging me as I was on the wrong Tariff. I told them time and time again my account was wrong but they did not correct it. My bank pays them £128 each month by DD and this always go in. I am probably going to wait till my deal finishes in May 2015 and go elsewhere. If they have not corrected their error by then, that's just bad luck. I have told them nearly 10 times it's wrong. What more can I do?

Nebulous2

Formal complaint and escalate it to the regulator?

If you read some of the credit rating posts on here where people land with major problems, defaults, ccjs and a great deal of hassle because of utility bills that 'appear' years later - you certainly don't want any part in that.

matelodave

If you are doing your own recording then you should have a very good idea of whether your £128 is covering your consumption even if their billing is wrong.
At the very least make sure that you are putting sufficient money away to pay any arrears that you think you might be accumulating so come the day of reckoning you'll have it stashed ready to pay.


I too am with FU and it took them nearly eight months to get the billing working correctly. I also keep a careful check of what I use and what I pay and am looking forward to the shenanigans when my contract finishes at the end of April when I expect to be about £100 in credit (mainly due to the mid winter last year)