First Utility - My experience

SnakeDoctor_2

My experiences with First Utility: -

1. I was not able to sign-up using their web application system (I kept getting a message saying that they could not supply energy to my house).
2. I was told that my application for supply had been cancelled, only after I phoned to ask why I had heard nothing from them.
3. I lost count of the number of different dates and times that customer services have said that I should submit my monthly meter readings.
4. I only twice received a nearly accurate bill even though I have always submitted monthly meter readings on the current requested dates.
5. I had my transfer to another supplier refused even though my account was in credit by over £100 and a customer services agent could see no reason for the indicator being set.
6. I received my final bill just over 6 months after I received my previous bill; even though First Utility’s T&C (section 4.2) state that customers will be billed every 3 months.
7. I received my final bill 10 weeks after I switched away from First Utility even though my new supplier had sent them a couple of days after the switch. First Utility later confirmed that they had received them but not entered them into ‘the system’.
8. I have never been able to use the android app.
9. I have never been able to submit my meter reading via the automated telephone system.
10. I have never been able to use the online system for anything other than downloading the wildly inaccurate bills.
11. I have never received an electricity bill that shows electricity meter readings.
12. I received one monthly electricity bill that was more than 3 times my actual usage. Someone entered my wildly inaccurate estimated usage twice.
13. I usually had automated and unhelpful email replies to email queries that I sent to customer services.
14. I had the most appalling service from customer service agents who all seem to be working from different hymn sheets.

IanRice

Well Doc, I am sure MSE has multiple previous posts about F.U.

However this is all to familiar with our discussion group on Facebook.
I will ask them to take a look at your 'First Utility - My experience'

I decided to take to social media, after being given the "Bum's rush"
From the waste of space Ombudsman in Warrington, I created
a discussion group on this subject and quickly found out I was not alone!

There are a couple of other groups, the most active being present since
2013,so F.U. really don't care or learn do they?

our groups are

Facebook SEARCH : First Utility Ripped Me Off

and

Facebook SEARCH : First Utility Appaling in every way the worst utility company ever

My Intention is to at least raise the game, by ensuring OFGEM cannot ignore us.
One by one we all must end up giving up!.

Remember many many people cannot fight them and a random statistic would be
probably only 1 in 20 disgruntled F.U. customers would take to social media.
Ask yourself `How many would send a steak back at a restaurant ,or eat a warm burger?'

hope this helps someone, YOU-ARE-NOT-ALONE

Aaron3195

They are my first energy supplier in my new flat, they are truly awful. Will switch when tariff ends. My experiences here: https://forums.moneysavingexpert.com/discussion/5503674

Thankfully it's sorted now, can access usage and view bills, although 2 issues remain:

1. They've yet to take payment.
a) After having contacted them by email they say my direct debit details aren't on file, so call them to sort it.
b) Called them, whole thing took 30 minutes, transferred to payments department, put on hold then they hung up on me.
c) Contacted via twitter to complain about b), Customer Service reply back to apologise and then say direct debit details ARE on file.

Honestly I don't care at this point, if they don't want my money then so be it.

2. Android app still doesn't work due to "technical issue with account". Customer services say this is due to billing platform I'm on. Whatever.