Feedback on Utility Point

[Deleted User]

I reclaimed credit from Utility Point last month without issue.

However I did ensure that my point was put across in such a way as to show that the credit could be returned without causing my account to go overdrawn at any time in the near future.

I emailed them on the last day of my account month and told them that I had calculated that my bill would be x amount and that I would be in credit by £56 as at the bill. I asked for £50 to be returned and also asked for the direct debit to be reduced back to last year's original amount for the May DD collection.

Two working days later, they agreed by email to reduce the direct debit and refund the £50. The DD was shown reduced in the portal that day and the credit was returned to my bank some 19 days later.

So it worked out for me.

poppellerant

Noticing my account was in a large amount of credit this morning after being billed, I've asked Utility Point to refund me the best part of it. My reasoning is that I will have over summer to build enough credit for winter. Better in my pocket than theirs.

How long do refunds take? I was told up to 28 days. :eek:

ashe

Are you noticing from your bill or your balance shown on the website? As the balance doesn’t seem to factor in what your last bill says eg mine on website says £238 credit but they tell me my last bill wasn’t taken off that amount despite the bill going down when the bill was issued and going up when the payment comes out.

MABLE

poppellerant wrote: »

How long do refunds take? I was told up to 28 days. :eek:

Thats your answer then!

poppellerant

ashe wrote: »

Are you noticing from your bill or your balance shown on the website? As the balance doesn’t seem to factor in what your last bill says eg mine on website says £238 credit but they tell me my last bill wasn’t taken off that amount despite the bill going down when the bill was issued and going up when the payment comes out.

The account balance shown on the bill seems to match the balance on the website.

MABLE wrote: »

Thats your answer then!

If only it was that simple...

gsmlnx wrote: »

credit was returned to my bank some 19 days later.

[Deleted User]

@poppellerant

I was also told that it could take up to 28 days when they confirmed the refund but it was only 19 days in actuality. I guess they were giving themselves some leeway.
19 days is less than 28 just in case that wasn't clear from my earlier post so I received the refund earlier than anticipated.

poppellerant

gsmlnx wrote: »

@poppellerant

I was also told that it could take up to 28 days when they confirmed the refund but it was only 19 days in actuality. I guess they were giving themselves some leeway.
19 days is less than 28 just in case that wasn't clear from my earlier post so I received the refund earlier than anticipated.

Seems like 19 is the magic number then.

I just like to know what is coming and going from my bank account and have always been weary of uncertainties.

MABLE

Cannot rate them highly enough. Excellent company.

PennineAcute

After being with Utility Point since Jan last year and singing their praises, I have now started a move away from them.

Two reasons:

1) I now have my eligibilty back for Warm Home Discount and so it is cheaper for me to return back to a WHD providor. (Not by much, but every penny counts)

2) I was going to leave my gas with UP, so phoned them to renew. The person who answered the phone did not have a clue. I had my monthly payments worked out, so first of all asked for my DD payments to be amended. I went through security and then he asked me for my bank details. I thought the bank deatils was part of security. He then said that he had amended my details, was there anything else I wanted. Told him that I did not want to amend my details, only the payments. I then heard a tut. He then asked me what I wanted to change my payments to, messed around for a few minutes and said he had done the amendment.

I was not amused at this point - mainly the tut and his mannerism. He then asked if he could help any further - decided that if he could not do a simple amendment correctly, God only knows what would happen when I asked to renew my gas.

Told him no thanks - and have moved my electricity back to EON and gas back to ZOG.

It's a shame, as UP started out brilliantly. Now, for me anyway, I can see a decline.

Benight

PennineAcute wrote: »

After being with Utility Point since Jan last year and singing their praises, I have now started a move away from them.

Two reasons:

1) I now have my eligibilty back for Warm Home Discount and so it is cheaper for me to return back to a WHD providor. (Not by much, but every penny counts)

2) I was going to leave my gas with UP, so phoned them to renew. The person who answered the phone did not have a clue. I had my monthly payments worked out, so first of all asked for my DD payments to be amended. I went through security and then he asked me for my bank details. I thought the bank deatils was part of security. He then said that he had amended my details, was there anything else I wanted. Told him that I did not want to amend my details, only the payments. I then heard a tut. He then asked me what I wanted to change my payments to, messed around for a few minutes and said he had done the amendment.

I was not amused at this point - mainly the tut and his mannerism. He then asked if he could help any further - decided that if he could not do a simple amendment correctly, God only knows what would happen when I asked to renew my gas.

Told him no thanks - and have moved my electricity back to EON and gas back to ZOG.

It's a shame, as UP started out brilliantly. Now, for me anyway, I can see a decline.

That'll cost you, just because you had a poor experience with one phone jockey :cool:

I personally wouldn't be moving to Zog at this time - they are far too expensive as they haven't lowered their gas prices for ages, despite most other suppliers dropping theirs in the face of lower wholesale prices.

If you hadn't gone to UP in the first place, you could still be enjoying a super low 2 year fixed tariff that Zog used to offer (with no exit fees either :money:)

They've now corrected the anomoly of zero exit fee tariffs being cheaper than the equivient tariffs with exit fees (but I can't blame them for that)

I'm not sure what Zog are up to recently? Perhaps they are building up their war chest to lauch an electricity supply that they had originally threatened to lauch last year, but beginning of this year said it might be end of this year now.

Zog need to remember why most of their customers went to them i.e. low cost.
If they lose that vision, they will lose most of their existing customers come the end of the cheap deals that most are on.

For an average user, the cheapest Zog tariff is coming in at about 5% more expensive the cheapest UP tariff (this may vary by region, but I suspect Zog are currently more expensive than UP in all regions for gas)
As you said "every penny counts" :money:
MSEers should consult a comparison site to find the best deal for them.

I have noticed that the growth in customer numbers at Zog has stalled over recent months which speaks volumes.
Perhaps this is part of their business planning in anticipation of lauching their electricity suppy too ... but it needs to be cheap to attract customers.

And, of course there are no kick backs available with Zog.