MSE News: First Utility faces customer backlash as complaints double

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Statetrooper99 wrote: »

I have an ongoing dispute with first Utility and the Ombudsman has been involved with the case for over 6 months. Got a letter from the Ombudsman today stating that they are not getting any response from FU but will continue to try. If the Ombudsman has this problem then what hope do the rest of us have!

Congratulations getting the ombudsman to even look at your problem. I've applied four times and yet to get a reasonable response. As for FU( the perfect name for them), They called me today and apologised for the service and offered a small amount of compensation. I left last month having settled the final bill. Then they emailed me a few hours later with a bill for £301!

Not that I should be surprised any more.

2010

ANYONE that owes you money and wont pay up after you`ve wrned them by letter, then you should take the following action.
Forget the omsbusman, you have your own rights.

https://www.moneyclaim.gov.uk/web/mcol/welcome

Seems to me a lot of you are letting the tail wag the dog!

Antipoboy

I started the dual fuel switching process from OVO to First Utility via MSE weekly newsletter in November. Noticed on initial documents from FU that they quoted the incorrect MPAN for my electricity supply.

Informed them of the correct MPAN immediately. Gas switched over but 15 weeks later, electricity still with OVO. It was a system error to begin with, then tickets were raised and then in spite of my constant interventions, they tried to switch over my neighbour's supply in February. The customer service staff who answer emails, don't read your emails and respond with generic cut and paste. If you get through to somebody on the phone, after much effort they seem to understand the issue, but nothing happens to resolve it.

Sent a letter to Ed Kamm (Customer Service Visionary - I kid you not! Check the website feature on the Executive Team).

My complaint is now with customer.case.resolution@first-utility.com. They were supposed to come back with a response to my detailed letter within 10 working days. It hasn't happened.

While I think MSE has good intentions, I do think some of their recommendations should come with a health warning. While I might be saving £8 a month on my direct debit by switching, I'm spending hours of my time trying to solve this issue. At the same time also tried to switch to EE Broadband as a result of MSE promotion and that went horribly wrong too. But that's another story...

alphonso24

Swipe wrote: »

You don't need a bill to know how much energy you are using. Isn't that what smart meters do anyway? If you know your energy tariff name, daily standing charge and unit rate you can easily work it out yourself manually.

First utility smart meters send there readings direct to the company no indication to the customer of energy used or cost
As I pay them to send me a bill I expect a bill. Worlds most useless company how do they get a 50% rating.

Swipe

alphonso24 wrote: »

First utility smart meters send there readings direct to the company no indication to the customer of energy used or cost
As I pay them to send me a bill I expect a bill. Worlds most useless company how do they get a 50% rating.

Surely the meter still shows a readout on a display somewhere? If so, the customer can workout for themselves how much energy has been used and the cost incurred.

edna12

I switched from british gas to first utility but received an email saying the switch could not be completed as I had entered wrong info about my electric meter ie it was economy 7 & I had said it wasn't. I rang them last week & they said I could continue but the tariff would be different so I asked them to cancel it as I wanted to do another comparison on this site with the correct details but this site is still showing switching in progress. Can anybody please tell me what to do next.

matelodave

I'm cautiously optimistic about them at the moment.

It took them eight months to start recording my meter readings and produce monthly statement but since then they've been spot on.

So much so that I've decided to stay with them for another year although sorting it out took two phone calls and discussions with three departments (Customers Service, Credit Control & Credit Operations).

However that said I didn't have to wait long on the phone, even on Monday (yesterday). Everyone was very polite & helpful and the information they have was 100% correct.

My new tariff & standing charges are less than I'm paying at present and less than I can get elsewhere (based on my estimates & calculations).

I'm expecting my DD to reduce by £8 a month and to get a £200 refund in the next 10-14days so I'm keeping my fingers crossed.

However I will still be keeping my own records and saving each and every copy of my monthly statement, just in case.

If anyone else needs to speak to their Credit Operations Team (re direct debits or refunds) they have a direct line which bypasses all the sales teams try 01527 419118

2010

I switched to FU in Feb,once the 14 day "cooling off" period had ended the change was done in three days.
The online account was all set up before then and I entered the first readings on 16th Feb when asked.
All the info you need is in your account such as the tariff, rates, your meter readings and your DD payments.
It also gives a date for your next meter readings.
Mine was yesterday and after I put them in, it shows the next as 15th April.
The first DD was taken on the day they said it would be and for the correct amount.
So far so good, and I`m saving £75 a year by going to them.
On top of this, the switch was done via topcashback and the £50-50p is confirmed and should be paid 12 weeks after the switch.

I`m beginning to wonder if some of the posts on here are from rival companies just stirring things up because they can`t/wont compete on price with FU and are trying to put people off.

If you want some real hassle try Scottish Power or Npower.

2010

edna12 wrote: »

I switched from british gas to first utility but received an email saying the switch could not be completed as I had entered wrong info about my electric meter ie it was economy 7 & I had said it wasn't. I rang them last week & they said I could continue but the tariff would be different so I asked them to cancel it as I wanted to do another comparison on this site with the correct details but this site is still showing switching in progress. Can anybody please tell me what to do next.

When you log into your FU account there should be a link to cancel the switch.
If your still with BG tell them you don`t want to switch and they should also stop it.

Swipe

Futility are still useless. Tried again last month to change my tariff online with them and no still no change one month later. Tried again on the new 5 day system (over 5 days ago) and I'm still on my original tariff. absolutely useless. What's the point of offering the tools to change tariff if they don't work?

I went through this last year too, I tried 3 times over 3 months. In the end I ended up emailing them and then some idiot put me on a dual fuel tariff by mistake as an electricity only customer. Took weeks to sort out.