MSE News: First Utility faces customer backlash as complaints double

2010

I`ve had no problems whatsoever with this company since I switched last Feb.
I get regular emails from them and monthly requests for meter readings which I submit.
The bills have always been correct and the only time I phoned them I got through straight away.
I post as i find and would recommend this company.

I don`t think I would stay with any company I wasn`t happy with for five years!!!

youngzola

first utility are hopeless, being with them 11 months , the problem is my energy graphs show lower prices than my bills some by as much as half. sent email which there answered then got lost, phoned 1st operater got tired of trying to work things out put the phone down on me, 2nd operater worked my bills out and found my bills are higher than energy used? , said he would "get back" still waiting 3rd operater does not know who I spoke to last time, sent an email to complain but they say someone is looking in to my case but nobody knows who. I am now being told its my fault because I am not putting my readings in on the 7th day guess what got my first email to but in my readings and it was dated the 4th why not the 7th. I have even put in my energy usage in to there comparison site and all are lower than my bills. I will leave this company before the year is out, so there.

2010

youngzola wrote: »

I am now being told its my fault because I am not putting my readings in on the 7th day guess what got my first email to but in my readings and it was dated the 4th why not the 7th.

Here is part of my monthly email from FU, dated 12/6/15

It’s time to submit your meter readings
We put our energy into... lowering prices. By sending in your meter readings each month you can make sure you keep your costs low and only pay for the energy you actually use.
Please send us your gas and electricity meter readings by midnight on Tuesday 16 June.


In other words, you`ve got five days to enter your readings to get accurate billing.

Swipe

2 more attempts at changing tariff since my last post. Nothing heard since on both occasions despite being told I would get email confirmation within 5 days. I've given up now. What's the point of having a process in place if it doesn't work? Absolutely useless.

scott_lithgows

Been with them for 18 months,no issues so far.have sent in readings every month so was surprised to get a visit from a FU meter reader last week-nothing to hide so not bothered but is this normal to be visited every couple of years on a paperless account?

2010

scott_lithgows wrote: »

Been with them for 18 months,no issues so far.have sent in readings every month so was surprised to get a visit from a FU meter reader last week-nothing to hide so not bothered but is this normal to be visited every couple of years on a paperless account?

I would have thought that every company would read the meters at least once a year no matter what the account is.
I`ve seen readers round our way now and again but they only go to certain houses that are with their company.
They don`t read every meter.
These people are employed by an outside firm to do the readings,one of them being Siemens.

youngzola

2010 wrote: »

Here is part of my monthly email from FU, dated 12/6/15

It’s time to submit your meter readings
We put our energy into... lowering prices. By sending in your meter readings each month you can make sure you keep your costs low and only pay for the energy you actually use.
Please send us your gas and electricity meter readings by midnight on Tuesday 16 June.


In other words, you`ve got five days to enter your readings to get accurate billing.

thanks for that, I have checked my meter reading dates and all but 1 fell in the 5 days.

youngzola

thanks for that. I have checked my reading dates and all but 1 fall within the 5 days.

alleycat`

Swipe wrote: »

2 more attempts at changing tariff since my last post. Nothing heard since on both occasions despite being told I would get email confirmation within 5 days. I've given up now. What's the point of having a process in place if it doesn't work? Absolutely useless.

I didn't get a confirmation e-mail the change had happened but when i logged into my account it was done on the "6th" day after i initiated the change online.

I'm not sure doing it multiple times is going to do you any favours from an administrative point of view.

I know they are a pain to call but you'd be better speaking to someone on the phone than blindly clicking the change tariff multiple times.

Swipe

alleycat` wrote: »

I didn't get a confirmation e-mail the change had happened but when i logged into my account it was done on the "6th" day after i initiated the change online.

I'm not sure doing it multiple times is going to do you any favours from an administrative point of view.

I know they are a pain to call but you'd be better speaking to someone on the phone than blindly clicking the change tariff multiple times.

I didn't do it blindly, multiple times. I did it once, then waited until my next monthly bill, no change so I did it again to the next available tariff. I've had these problems before and only managed to get my tariff changed by chasing them via their 'contact us' system. No point changing now as I've missed all the good tariffs now waiting to be changed over.