First Utility Lied to Me

JayWalker

When I was considering a switch to this provider, I telephoned to check a few points. The nice lady who answered the phone told me they billed on a monthly basis, based on my usage each month. I explained it was hard for me to read my meters from my wheelchair and she assured me they would read my meters each month for me.


I switched to them (dual fuel) and have had several emails telling me I have to give them my meter readings. I keep phoning them and they keep telling me it's not a problem.


They've just emailed my first bill. They calculate my annual usage to be £960-ish. So my bill this month is a few pence under £200. I phoned again and have been told it'll have to be estimated until they get a reading and they won't send anyone more than once a quarter.


Apparently it takes them more than a year to get to know my usage pattern and can't be properly accurate until then. Unfortunately, I will have switched by then.


Has anyone had similar experiences?

ceh209

Opposite problem for me... I give them meter readings each month (11 months now...) and they still haven't issued a bill.


Have contacted them 3 times and each time been told it's being looked into. Got the last one in writing aswell so I've got evidence when I claim they can't back bill me for anything over 12 months old

macman

Can you get someone else to read your meters monthly? The supplier is only obliged to read your meter once every two years-not monthly or even quarterly! So it does appear she mis-sold in order to gain her commission.
The other option is to ask if they can fit smart meters.
If you switch again within term and are on a tariff with a lock-in, then you will be charged an ETC.

JJ_Egan

Its a question of what do you want .
They did misinform you that the meter would be read monthly if those are the words .
Normal is to be billed monthly and in many cases that will be based upon the users historic data or the estimate the user puts in when switching .
Usage pattern varies over the course of the year anyway .

You need a friend or relative to read your meter monthly .
£960 PA is in the normal ballpark for dual dual .

Nada666

Why don't you know your usage pattern? Surely you do. Just give them your own estimates.

JayWalker

Yes, I do know my usage pattern - it's First Utility who don't and they won't take my word for it until I've been with them a year.


I'm aware of their exit charges - they lied to me to secure my business and don't care about anything now except getting my money. I could get someone to help me out with readings, but they say it has to be me - which is why I checked in advance that they would do the readings. They want to cover their backs against the possibility of me defaulting - which means charging for more than they think I've used. So they send emails telling me how accurate their charges are, whether they are or not.


It's the dishonesty that annoys me most, they're effectively charging me a premium, after telling me they wouldn't.

macman

How can they possibly know who is making the meter readings? You get a friend to read the meters and write them down, you then log into your account and submit them. Job done.
You have clearly been misled about the meter readings, but do you really want to have to prove that via a complaint in order to get out of the contract without paying a exit fee?

pendragon_arther

The problem with First Utility is their customer service department employs one good employee to ten absolute idiots. This has been going on since their first appearance.

JayWalker

Yes - I agree they don't know who takes the readings - I offered to email them a photo, but they "don't have a facility for customers to do that". They insist it's part of my agreement that I will take the readings myself - and they've got a note on my a/c that I have claimed I cannot do it, so they know I would be telling a lie. So they say.


No I'm not trying to get out of my contract with them, it's not worth the hassle. But they are going to end up repaying me so much money when I do transfer.


Does anyone know how to reach the good employee when I phone them? They obviously aren't the shift supervisor.

gallygirl

You should be able to give meter readings online or by phone. These will be automated and no 'alarm bells' will be activated to make you take a lie detector test to prove you did it. Just get the readings and go ahead.

In the unlikely event it is ever queried, describe in detail the complicated contraption you had to design, using long handled pliers and binoculars .

Annoying you were misled - I'd just workaround it and move on, don't waste any more time worrying about it.

macman

Once you submit the readings, the billing process is entirely automated, so no-one is going to carry out a forensic analysis to determine who read the meter.
My mum is registered blind, a neighbour reads her meters once a month, texts me the readings and I submit them online. They haven't sent the meter police round yet to interrogate her...
It seems that whoever you have been dealing with really hasn't got a clue or is being deliberately obtuse.