MSE News: First Utility faces customer backlash as complaints double

marmitemayhem

I transferred E+G to them, but they made a mistake and only transfered elec but still charged for gas (they took a neighbours supply).


After 4+ hrs on phone promises of fixing went wrong, and only due to one guy saying "we have no way to re-request failed transfers" did I give up and move Elec back to where my gas still was.


Still, being charged for gas they never supplied. Each bill is wrong. Each phone call they agree to fix it but never do.


I stopped my DD as I know I have enough credit for the elect I used.


I get threatening letters every few days saying I owe them (whereas I don't if they cancel the gas charges).


G+E now back with old supplier.


I've recorded all calls, and was promised they'd not charge early exit fees as they never met their end of the contract... Awaiting "final" bill which, as every other one was, is bound to be wrong.


If so, its formal complaint time as maybe 10+ hours on phone to them?


Only good thing is TopCashBack paid £50 transfer!


In truth, everyone I've spoken to seems very helpful and really want to help. Just it never happens once you hang up - so think the call centre guys are fine, just the systems aren't up to it.


Glad I stopped my DD though!

blackaqua

For me, they totally invented the opening meter readings (despite being provided with the correct ones) resulting in a huge bill from my old supplier, which took months to resolve.

They also took 3 months to set up my online account (considering they issue paperless bills...).

I just had to phone them now to get a credit refund after switching, the old on hold for an age (Wednesday morning - busy time!), followed by the ring and then the dial tone, Twice! - one way of meeting their call hold targets by hanging up on you suppose.

Overseer

This is my first ever post, although I have been using and saving from MSE for many years. I am so disgusted by FU that it has prompted me to share -nae- warn others who are supplied by them. I will keep this brief,
IT HAS TAKEN ME AND THE OMBUDSMAN OVER A YEAR TO GET A REFUND OF £250 FROM FIRST UTILITY.
I have a log of phone calls, emails and letters from them, all admitting the due refund. One admitting FU's failure to be able to recognise their customers' credit balances when they leave and close their account. If you have a debit balance they will pursue payment, if you have a credit balance their system doesn't show it and an automatic refund will not happen.
I WAS PROMISED PAYMENT VERBALLY AND IN WRITING OVER AND OVER FOR 11 MONTHS but even with repeated pushing from the ENERGY OMBUDSMAN it finally took a whole year to get a cheque from them. A £100 penalty disguised as 'goodwill payment' was also imposed on them. I only wish I could display all the correspondence in this report.
In a nutshell- keep your credit balance low with them.

Daveando

Hi, just wanted some thoughts on this. I left FU in November 2013 and moved out of that property in May 2014. I've just received a final bill from them after over a year not being with them - when I moved out my old property my supplier was n power as I switched to a cheaper tarrif. The dates of my usage is also wrong it states 2014 not 2013. Do I have grounds not to pay them??

2010

Daveando wrote: »

Do I have grounds not to pay them??

A couple of weeks ago M. Lewis was jumping about on the tv and I`m pretty sure he said something like if an energy company hadn`t billed you inside of 12 months, then they can`t.
No doubt others will give their 2p worth.

Wyedale

Been with FU for nearly 3 years having left BG. FU cheaper at the time. They have just e-mailed me to say they have re-estimated my usage for the next 12 months and are reducing my DD from 160 to 108 a month. Great I thought. Then having watched Martin on TV last week I thought I'd check my balance. Went to their website and nowhere could I find my balance (having logged in).
So next day I rang them and they were very polite. No the balance didn't show on my account (WHY?). However, they told me it was £750.97. I am now waiting for them to BACS it back to my account. I will then be leaving them. It may not be illegal but it is morally wrong to keep so much of a customer's money when they have overpaid. This was the first time in the 3 years that they had re-calculated my account.

Kendall80

I'm not quite sure how its their fault that you've not been keeping tabs on your energy bills.

BigDave1978

Well, I have finally shaken off First Utility! I joined them from Scottish Power in May 2014 after a promise from First Utility that my bill would be £77 p/m (dual fuel), which was considerably less than Scottish Power, so, I moved across.... My first payment went out of £95 (which was more than with SP) so, I called up about that figure, but then, First Utility did not take any payment after that, just that one DD on 6 June 14. After several phonecalls, and them not knowing why my DD wasn't taken for 2 months I then decided to go back to SP for even less p/m, I am still waiting for my final statement from First Utility 8 months after joining them and 6 months after leaving them. They have the most terrible customer service departments I have ever dealt with, they do not seem to know what is going on, or how to deal with anything, well, thats providing you can get through to them.

Jillyg_2

We moved into a house last Feb and unfortunately inherited FU. We were advised by the previous owners that the customer service was rubbish but they were cheap. Almost 12 months on and after numerous emails, telephone calls and letters to the Board I still have no bill. They have demanded money from us (over £400) based on estimated readings and after one month at the house, they have triplicated our accounts, suspended payments incorrectly, rolled out a technology system incorrectly it would appear before it has been correctly tested, and have shown such incompetent customer service, the worst I have ever experienced. Only when I contacted the Directors did I get anywhere with regards to sorting out the accounts and understanding what issues they had created and despite promising full resolution by the end of the year I am still waiting for a full response to my letter to the directors and more importantly, a bill. I have given up the fight with this company. I have referred them to the Regulators and I fully intend to move supplier as soon as I have a bill and it is paid. Use this supplier at your peril and if you expect the worst customer experience ever, you will not be disappointed.

2010

Jillyg wrote: »

Use this supplier at your peril and if you expect the worst customer experience ever, you will not be disappointed.

Good customer reviews here:

https://www.trustpilot.co.uk/review/www.first-utility.com