MSE News: First Utility faces customer backlash as complaints double

MillicentBystander

This is what happens when you lure loads of customers with 'cheap' deals but don't plan effectively for the increased workload the acquisitions bring. As someone has already stated, this reminds me of EDF a few years ago, a shambles. MSE Big switch customers can only hope Eon planned for the sudden large influx of customers by beefing up its back office accordingly...;)

matelodave

The obvious problem with the "big switch" is that all these incompetent companies will have to release their customers to Eon roughly at the same time.

It doesn't really matter how good, bad or indifferent Eon are they will be limited by the capacity of the releasing companies to do their bit.

Expect lots of whinging in the next few weeks

akfrost

I have smart meter fitted and they keep estimating my bills by over charging every month then refunding the following month. I have sent 4 emails over 3 months No replys apart from auto reply to advise receipt this staes a reply within 5 working days. I have tried ringing 11 times and the shortest wait with no reply 28 mins the longest 1 hour 38 mins. I have given up and changing supplier.

Whaaa

In a nutshell. I moved home two years ago. My gas and electric supplier at my old address was FU. Told them I no longer lived at the old address and sent them a final reading several times. I still have the email thread (must be about 15 emails from an anonymous being who refused to identify themselves).

I cancelled my DD since they were no longer my supplier and in credit. They still threatened with bailiffs and disconnection (despite BG being my supplier).

I took legal advice via Which? Paid FU more money despite not owing them any (in order that I didn't get a black mark against my credit rating apparently). Several months later they agreed that I was in credit and still two years later they have not paid up.

KeepCalmCarryOn

Their customer service is terrible!

We moved into our house in August which was already supplied by First Utility, and they automatically put us on their most expensive tariff until I could ring to change. When I did ring to switch over to one of their cheaper tariffs, I spent a total of 3 HOURS on hold to them on 3 separate calls without anyone ever picking up! With this in mind, I didn't hesitate in switching straight over to a completely different energy supplier, and even though there was only a few pennies difference between theirs and First Utility's tariffs, I was adamant not to sign onto First Utility for a fixed contract when their service was so poor. And have since had great service from the new provider so glad I did!

Fran_Sims

I have had a catalogue of errors. Starting last year where they installed a new gas meter and continued to charge me 3 times as much for my gas! It took months to sort. Now my newly installed (by them) Smart meter is not sending in Electric reads, my Gas account has a misread and they cannot correct it, they are not taking my DD and they have changed accounting systems and my reads are not being accepted. They are currently setting me up a new account a process which apparently takes 8 weeks! Many phone calls and e mails and no one ever replies! Its appalling. Never again. When the contract ends, i'm leaving. I never had this problem with Southern Electric. They really need a bullet up them and Ofgen should have the power to fine them. I've spent so much time complaining, I am going to charge them for my time.:(:mad:

laurielvscombat

No words can describe our dealings with First Utility, exhausted comes to mind!!

We have been trying to leave this company for 10 months, they have NEVER got a bill right, increased DD on a whim without contacting us, and despite giving meter readings they made up their own and we are now a thousand points out, but, no one wants to know????

Exhausted and searching for legal advice now as the company is the biggest joke I have ever encountered in all my adult life!!

terydactl

I've been stuck in switching nightmare for the past 3 months and despite making several calls and being stuck in q for over 45 mins each time First Utility have not been able to resolve the problem!! Being in 'mid switch' I cannot cancel and join another supplier so am stuck with my current expensive deal!! Not Happy with either First Utility or MSE Cheap Energy Club!! There must be a better way of getting a better energy tariff??:(

BigAvit

I left First Utility at the end of March and have only just got the money back that they owed me. They blamed it on a new computer system and despite reporting them to the energy ombudsman (who were useless) could not get anywhere. Finally three weeks ago I got a final bill, but still no money arrived in my account. I then discovered that had to ring them up again (incredibly painful process) to request my credit back. What puzzles me is that when I switched to my current provider I gave First Utility a reading on the day of the switch, so don't understand why I was in credit by so much anyway.

Seems like a deliberate policy to me, to overcharge leaving customers, and use all possible delay tactics in paying back the monies owed. Perhaps this is what funds their cheap tariffs.

MillicentBystander

I read in a press article recently that FU (love those initials BTW ) made just 600k profit last year. If true, that's a ridiculously small profit on such a decent sized customer base. I know lots of us bang on about obscene profits in the industry but just 600k profit on such a high number (for a non big 6 suuplier) of customers tends to suggest that the low prices FU offer may not be feasible from a business POV. Maybe this is why their CS appears to be the weakest link in the chain?