Energy supplier

trenchard89

Hi everyone,
My wife and I are currently supplied for both gas and electricity by First:Utility.

Since we moved to them back in October 2012 we have have many issues including over-priced bills and poor communication.

Our latest issue is that back in March I accidentally entered the meter readings the incorrect way around (gas reading was entered as electricity reading and vice versa).

They halted payments in order to rectify the problem and every time I got in touch they said that it was difficult to reverse the problem. However, I since spoke to someone at F:U who said that they should have sorted it and that they would deal with it straight away.

This was now 2 weeks ago and we have still not received any news. I was on hold for 45 minutes this morning and couldn't hack it any more.

We are considering moving to a different provider as we figure better customer service is worth a slightly higher tariff.

I keep phoning and speaking to people, but nothing has been resolved yet and we're going to get a massive bill when (IF) it does eventually get sorted out.

Can anyone help us with how to handle the whole situation and give any advice on the matter?

Thanks.

molerat

Stop phoning and WRITE a good old fashioned letter headed COMPLAINT stating what you want them to do keeping copies and proof of postage. They have 8 weeks to respond to your satisfaction or you move on to the ombudsman, personally I would have been at that stage months ago.

trenchard89

Thanks very much for your advice.

I guess I've just not been up for constant phone calls and gotten fed up of trying.

I will make sure to write all points of complaint down.

Many thanks once again.