First Utility tariff upgrade not actioned

BoroPhil

So, my tariff was ending at the end of July.

I requested an upgrade to the iSave Fixed August 2016. on 5th July. I got a confirmation email saying 'Your tariff upgrade will be processed and your account updated within the next five days.'

I then forgot about it really until the end of July when I realised I hadn't heard anything. I sent an enquiry to them via the website on 24th July. Still nothing.

Check today and I'm on iSave Everyday (v3) Direct Debit ebill which is clearly more expensive. Look at the tariffs available and the best is iSave Fixed October 2016 which gives me a projection of £912 compared to the £886 of the other one.

Part of me thinks I should just upgrade to this and save myself the hassle, but I have been shafted a bit here haven't I. Anyone else gone through similar?

Swipe

Yes, they did it to me month after month. Now I've missed out on all the cheaper tariffs. They shouldn't be using an online tariff changing system if it doesn't work.

alderpoint

Have you spoken to them? If you have the confirmation email than it is clearly their error so they should fix it without any cost to you.

I changed tariff with them last month, and it went through fine. But seemingly I am unique as I've not had any problems with them since I moved to them almost three years ago.

footyguy

BoroPhil wrote: »

So, my tariff was ending at the end of July.

I requested an upgrade to the iSave Fixed August 2016. on 5th July. I got a confirmation email saying 'Your tariff upgrade will be processed and your account updated within the next five days.'

I then forgot about it really until the end of July when I realised I hadn't heard anything. I sent an enquiry to them via the website on 24th July. Still nothing.

Check today and I'm on iSave Everyday (v3) Direct Debit ebill which is clearly more expensive. Look at the tariffs available and the best is iSave Fixed October 2016 which gives me a projection of £912 compared to the £886 of the other one.

Part of me thinks I should just upgrade to this and save myself the hassle, but I have been shafted a bit here haven't I. Anyone else gone through similar?

I suggest you follow the supplier's complaint procedure, putting your complaint in writing to them (not email) and consider sending this recorded delivery (or at least get a free proof of postage)