Feedback on Utility Point

brizzie_2

Based on positive Trustpilot reviews I switched to them about 6 weeks ago but my old supplier got the closing reading wrong for gas, too high, told me it was Utility Point at fault. The correct reading is on the Utility Point site. Should be simple to resolve you would think. Except Utility Point don't answer phones, cut off calls after you've been waiting in the queue for 16 minutes, haven't answered emails for two weeks. It doesn't inspire confidence. In the meanwhile it looks like I'm being double charged for over 800 kWh of gas. Never had to raise a formal complaint with an energy company before so this is a first. Good prices but desperately bad customer service. In retrospect I would have gone elsewhere had I known.

boo_star

brizzie wrote: »

Based on positive Trustpilot reviews I switched to them about 6 weeks ago but my old supplier got the closing reading wrong for gas, too high, told me it was Utility Point at fault. The correct reading is on the Utility Point site. Should be simple to resolve you would think. Except Utility Point don't answer phones, cut off calls after you've been waiting in the queue for 16 minutes, haven't answered emails for two weeks. It doesn't inspire confidence. In the meanwhile it looks like I'm being double charged for over 800 kWh of gas. Never had to raise a formal complaint with an energy company before so this is a first. Good prices but desperately bad customer service. In retrospect I would have gone elsewhere had I known.

Had a similar problem with my electricity readings and not sure if I supplied the wrong readings or if the numbers got altered by someone. Either way ended up with a ridiculously high bill from my old supplier.

Tried to contact UP and got no answer by phone so sent an email.

Contacted the old supplier and they amended the bill and sent a cheque out.

Got a response to my email yesterday from UP, 20 DAYS after first emailing them!

mxo

Their customer service are now extremely slow to reply.

grumpycrab

mxo wrote: »

Their customer service are now extremely slow to reply.

Much more reactive on twitter in the last week.
https://twitter.com/UtilityPoint/with_replies

ashe

Pinstar wrote: »

I joined on Jan 5th 2019 with the tariff Up Energy Saver. It was the cheapest deal (over 12 months for dual fuel gas and elec) for low users on the switch sites (via money saving expert). You pay more than average for the first months then much less for the last months. You get reminders to provide meter readings on the 1st of the month. Switch was quick and no problems at all, but please check if latest tariffs are as competitive. I switched with refer a friend where each gets £25 for recommending/switching.

Please don’t spam these threads with your affiliate link

grumpycrab

ashe wrote: »

Please don’t spam these threads with your affiliate link

Not sure whether to click spam button or not. IS there a thread specifically for referrals?

ashe

grumpycrab wrote: »

Not sure whether to click spam button or not. IS there a thread specifically for referrals?

Yes there is, it’s round robin style but people often post to say ‘I used one of the above, now here’s mine!’ When in reality they’ve just found it, so the previous poster then misses out so people try and post it elsewhere to get more attention.

thespringfield86

I have been with them for a while for gas and not had any problems. Also I just discovered they have an online rewards website for customers too. It's in the portal. You have to click register then it takes you to another site. Wouldn't bother mentioning it but there are actually some decent deals on there and discounts etc. Worth a look.

ashe

Why cant they bill consistently? I joined on 10th Jan and made first payment then, my payment date Feb & Mar has been the 14th of the month, my payment comes out and i get the email to submit readings so I do, but my bill doesn't appear until I contact them on live chat and then its generated at that exact moment in time so I need to take a reading and then contact them. Very frustrating.

grumpycrab

What's your "billing period" -not statement date. Guessing it's 10th of month to 9th. So provide your meter reads on the 9th. Works for me.