Feedback on Utility Point

poppellerant

I don't know if anybody has noticed yet, but you can get through to Utility Point almost instantly now - and there is a reason for this: Utility Point now have call centres in South Africa. :eek:

This is stinking of Iresa all over again. Not being able to understand call centre representatives due to a language barrier.

Oh joy. :mad:

Chocmonster7

This month I gave them a reading on the 9th for the statement on 10th and they have actually used my reading. This meant that their previous estimate was way out and they've had to bill me for a minus amount of electric...

wavelets

poppellerant wrote: »

I don't know if anybody has noticed yet, but you can get through to Utility Point almost instantly now - and there is a reason for this: Utility Point now have call centres in South Africa. :eek:

..Not being able to understand call centre representatives due to a language barrier.

Oh joy. :mad:

Surely only a problem if you don't speak English?

Only 2% of the total population of South Africa do not speak English, despite there being 10 other national languages of the country.
Pretty sure the call centre, or rather specifically those that work on the UP contract that you say supports the UK supplier, will ensure that they only employ those that are fluent in English.

Have you ever visited Newcastle? Did you take an interpreter with you? :rotfl:

Good news that you say UP have improved their call centre handling, and your calls are now answered in person almost instantly :T

poppellerant

wavelets wrote: »

Surely only a problem if you don't speak English?

Only 2% of the total population of South Africa do not speak English, despite there being 10 other national languages of the country.
Pretty sure the call centre, or rather specifically those that work on the UP contract that you say supports the UK supplier, will ensure that they only employ those that are fluent in English.

Have you ever visited Newcastle? Did you take an interpreter with you? :rotfl:

Good news that you say UP have improved their call centre handling, and your calls are now answered in person almost instantly :T

Well perhaps I just got unlucky this time round - we'll see if I need to phone again.

I'm far more likely to understand somebody from Newcastle than I am from South Africa - and yes I have been to Newcastle.

bxboards

I've been with UP for a while but today is the first time I've needed to contact them by phone, to request a refund of some credit which had build up on my account over the last few months.

I phoned at 9am this morning, the phone was answered in 3 to 4 rings and I got straight them to somone who generated a new bill to figure out my credit and them offered either a full or partial refund. No hassles, and no attempts to hold onto the excess credit.

I was quite surprised as I read upthread the customer service has been outsourced, but I'm certain the call was taken in the UK due to slight west country accent. All very efficient so far, I am supposed to get the excess back within 28 days.

Saskwatch

I've been with UP since July for both gas and electricity. They hiked my electricity by £4.00 in September despite being well in credit. I am currently £80 in credit for gas and they have just e-mailed to say they want to hike that by £4.00 a month too. When I project the gas going forward I cannot see any real prospect of me going into debit balance over the winter before building up a large credit by next summer. I think they are using customers payments to fund their business. Not cool.


I've also had the same problem of them overestimating bills despite providing them with monthly readings.

evosy1978

Hi
Just setting up an account with these. It has not asked me for my current supplier? Does it automatically know??

Thanks

[Deleted User]

Yes they get the information from the National Supply database using the details you have given them.

Stompa

Strangely I've not yet received my monthly statement this month. In previous months it's always appeared either on the last day of the month or the first day of the next month.

grumpycrab

UP coming up cheapest fix for me... only +10% higher than current fix... may be switchin to them beginning of Jan...I'd better start reading here...