No active services with First Utility (3.5 months on)

Aaron3195

I moved into a new flat that had a prepayment meter with an interactive smart display, I signed up to First Utility (a family relative called on my behalf as I have a hearing loss) with the First Utility First Fixed April 2017 v7 Tariff in mid March. They also informed they will have to change the meters to credit if I want to pay by Direct Debit, I said yes.

A month went by and heard nothing, so called up again to find the account was cancelled, it got opened again. Shortly after I received two emails welcoming me to First Utility, I apparently have two account numbers :huh:

3 weeks later (22/04) I got the emails announcing I would have my supply dates set for the 3rd May. Two emails for Electricity (with 2 different account numbers again), and one for Gas. These emails also said 5 days prior to my supply starting they would email me requesting my meter readings - no such email came.

3rd of May I notice my smart display changed from prepayment to credit for both Elec and Gas, and the estimated bill started to show. So the switch over worked.

2nd June an engineer came round to change both meters, unfortunately my gas meter is now non-smart (WT actual F?) and my interactive smart display is not compatible for the elec meter - so it was taken away.

The next day, I talked to an online agent asking when I would get my login details so I can submit meter readings and use the android app to monitor leccy usage:

Phil M (6/3/2016, 3:24:37 PM): Hi, how can I help you today?
Me (6/3/2016, 3:24:55 PM): Hello, I'm wondering when I will get my login information for the First Utility website
Phil M (6/3/2016, 3:25:15 PM): I can take a look into this for you, Aaron. Could you please confirm your full name, postal address with postcode and email address?
Me (6/3/2016, 3:25:50 PM): <details removed>
Me (6/3/2016, 3:26:28 PM): I got the PDF file detailing my chosen Tariff on the 12th April, and my meters were switched to credit meters yesterday
Phil M (6/3/2016, 3:28:08 PM): No problem, Aaron. Pre-payment accounts don't have an online account so, as soon as your account has been updated to credit, you'll be emailed with account details. This will be within 14 days.
Me (6/3/2016, 3:28:45 PM): Oh ok, and will it have my chosen Tariff on it as well?
Me (6/3/2016, 3:28:50 PM): First Fixed April 2017 v7
Phil M (6/3/2016, 3:29:15 PM): Yes that's correct. The account will be updated to your new tariff and back dated to when the meter was installed. You will then be able to log in to submit readings, view your usage and make payments.
Me (6/3/2016, 3:29:33 PM): I had other emails informing my supply date started on 3rd May
Phil M (6/3/2016, 3:30:39 PM): Yes that's correct, you came onto supply with us on the 3rd May but as your meter was only replaced yesterday with a credit meter, you've not yet been moved onto a credit account. This will be done shortly and you'll be sent your log in details.
Me (6/3/2016, 3:31:03 PM): Ok, thank you very much for your help
Phil M (6/3/2016, 3:31:17 PM): You're welcome. If that's all today, I'll sign off now. After I go, if you click "close", you'll see a short survey. It would be great if you've got a minute to let us know your thoughts on the service you've received today. Thanks and enjoy the rest of your day.

14 days come and go, nothing. I went to the FU account page and used the reset password feature out of curiosity to see if I could login, it worked as they had my email address on record. Unfortunately it shows me as having No Active Services and I can't submit readings, nor view bills. No money has been pulled from my bank account yet.

1st June, contacted them again:

Shaun S (01/07/2016, 13:52:20): Hi, how can I help you today?
Me (01/07/2016, 13:52:36): Hi, I'd like to know what tariff I'm on, my account info shows no active services
Me (01/07/2016, 13:52:53): My supply changed to FIrst Utility on 2nd May, and the meters were changed on the 2nd June
Shaun S (01/07/2016, 13:54:19): I can definitely look into this for you today, Can you please send me the account number, full name, email and postal address so I can access the account in full?
Me (01/07/2016, 13:55:01): <details removed>
Shaun S (01/07/2016, 13:55:27): Thanks Aaron
Shaun S (01/07/2016, 13:56:29): I can see it's still in the process of changing from pre-pay to credit Aaron.
Me (01/07/2016, 13:56:46): Why is it taking so long?
Shaun S (01/07/2016, 13:56:59): It can sometimes take a while to update the database and the accounts. Sorry Aaron.
Me (01/07/2016, 13:58:06): Ok thanks
Me (01/07/2016, 13:58:38): How will the last 2 months of energy with First Utility be billed?
Me (01/07/2016, 13:58:53): As I asked for First Fixed April 2017 v7 when I signed up
Shaun S (01/07/2016, 13:58:58): You're welcome.
Shaun S (01/07/2016, 13:59:16): We'll back date your tariff to the data you changed over from pre-payment to credit meters.
Shaun S (01/07/2016, 13:59:23): You'll then receive a bill for this.
Me (01/07/2016, 13:59:34): Ok
Me (01/07/2016, 14:00:17): Thanks, bye
Shaun S (01/07/2016, 14:00:37): You're welcome. If you can spare a minute to complete a short survey when the chat closes, the feedback will be viewed by Digital Services Manager, Mick Saunders. Enjoy the rest of your day.

How can it take so long to change from prepayment to credit on their database...?

20th July - Siemens meter reader came round, wanted to read the newly fitted Gas meter. Err ok... this is something I could submit myself if FU got their finger out.

25th July - Meter reading guy from Utilita (energy supplier this flat came with) came round asking to read the interactive smart display. I said I had my meters changed to credit and the old equipment was taken away 2 months ago.

2nd August - still no change. No idea if I'm on my chosen tariff. No bills yet. No money taken out yet.

What a right kerfuffle. This is my first energy supplier as I'm living independently for the first time, and chose FU as they were 2nd rated for Customer Satisfaction in the uSwitch survey and had a cheap fixed rate at the time. What should I do next? :mad:

D_M_E

Did you set up an account with Utilita BEFORE you attempted to switch to First Utility?

Aaron3195

No, may have been afterwards when I needed to top up online. Got a welcome letter in the mail dated 7th April as well

footyguy

Aaron3195 wrote: »

No...

That'll be your explanation then.

You can't switch supplier unless you have a supplier. Obvious really when expressed like that.

I think you now have a lot of unravelling to do now.

Best of luck!

naedanger

Aaron3195 wrote: »

What should I do next? :mad:

I suggest you write to FU (https://www.first-utility.com/about-us/service/how-we-handle-complaints) and ask for a copy of their complaint procedure, then follow that. If after 8 weeks the matter is not resolved to your satisfaction take your case to the Ombudsman.

While others appear to be putting the blame on you, in my view FU were at fault if they did not explain at the outset the situation, and are certainly at fault if there are problems with the switch of your supply that they have not told you about (e.g. if Utilita are hanging on the supply). And I don't know how FU can have changed your meters if they are not your supplier, unless they messed up.

Unfortunately regardless of who all was at fault I suspect it will be a slow process to resolve. Energy companies, in my experience, tend not to be that efficient, at least administratively.

Aaron3195

Well the flat did come with a supplier, as the electricity and gas was working. I had to top up as there was only about £5-10 left on the prepayment meter. If you meant I had to contact my current supplier (Utilita) I wanted to switch - I was not aware I needed to do that.

I used an online checking site (UK Power Networks) to find out who my current supplier is and it says First Utility