Warning - First Utility now charging for tariff switching

The_Reaper

I have been with First Utility for a few years and regularly switched onto their cheapest Fix without incurring exit fees.

I just submitted a request to move to a marginally cheaper fix (changing from Dec 16 fix to Feb 17) and noticed the piece of information saying "you will not be charged to move to a longer fix" had gone.

I phoned customer services who informed me that since Jan 1st they are charging exit fees to switch to cheaper tariffs.

This nearly caught me out and cost me £60, hence the new post and warning.

Time for me to find a new provider. Shame, as FU have been pretty good and I have enjoyed the effortless switching to near-market leading tariffs.

KDH_2

This all appears to be rather unclear.

I agree the wording regarding tariff changes is now different.

I am on the Jan 17 tariff
If I log in and look at alternative tariffs I am warmed about fees if I am looking at a change to the variable tariff , however when looking at longer fixes I am given no warnings.
This could be that my existing tariff was taken out before Jan 1st and the previous T&C's apply?
If this is the case it looks like I may have one more change I can implement without fees before having to wait until 49 days before tariff ends.

The_Reaper

Agree it is unclear. Wouldn't trust the CS to apply or not apply charges based on these terms and conditions.

The_Reaper

I was told on the phone that my switch yesterday from the Dec 16 tariff to Feb 17 would incur the charges. If they are stating that from 1st Jan they will appy exit fees to switch then personally I wouldnt risk it.

KDH_2

Are/were you given the warning if you try to "upgrade" tariff online ?
(login and select >tariffs>see details. Warning re charges should appear to the left of the "upgrade now" button as part of the tickbox statement.

The_Reaper

No warning.

Previously there was a warning saying you could incur exit fees, but not if moving to a longer fix.

After I submitted the request yesterday I realised there had been no warning which is why I contacted the CS.

The_Reaper

Also frustratingly I am unable to cancel my request to upgrade. They told me they have put a note on the system meaning the upgrade shouldnt go through, and if I incur fees they will be refunded. First Utility have been good for me, but as soon as human intervention is required they are next to useless.

KDH_2

Ok -Thanks for info .
Looks like thay need to update website to show warnings?
As stated yesterday on the other thread they're on shaky ground changing the T&C's on existing contracts.

The_Reaper

Hi, just an update. I noticed that my tariff change had gone through. I called FU and they confirmed that fees would be applied, but as I am within 14 days of switching, they are putting me back on the previous tariff and will not be charged any fees. Have the call recorded just in case any grief arises down the line.

Summary - dont change tariffs with FU anymore or you will get stung!

Hoopie1

I think NPower are now doing the same.

MarkBargain

I used to change companies regularly, but have stuck with First Utility for three years as they allowed switching when new tariffs came out. However, this time I emailed them and it turns out they would have charged me £60 exit fees for changing to First Fixed March 2017 v2 Direct Debit ebill (it was not clear when changing, perhaps in the T&Cs but as I was never charged in the past I did not look at these). They have agreed to put me back to my last tariff to avoid the charges.

They wrote...

[FONT=Tahoma, sans-serif]Please accept my apologies for this issue and for any confusion caused. Recently, our policy surrounding termination fees when changing tariffs has been updated. This is due to a number of customers switching tariffs within their fixed term contract. Our new policy states that if a customer switches fro ma short term tariff to what First Utility consider to be another short term tariff, which is a tariff that lasts approximately one year, there will be a termination fee. This is also the case if a customer chooses to leave First Utility more than 49 days towards the end of their fixed contract. However, if a customer switches from a short term tariff to a medium or long term tariff, this will be free of charge, as they are upgrading their tariff from a short term to a longer contract.[/FONT]