Feedback on Utility Point

Stompa

Streaky_Bacon wrote: »

EDIT: Having dug a bit deeper, it seems that they do have cheaper tariffs which went live on July 19th, but the one I mentioned above is the only one suggested by CEC, and is also the one provided by UP when I got a new quote from their website (I had to find their full list of tariffs elsewhere on the site).

Interesting. As you suggest, I too only got offered one tariff via both those routes. I notice that some of the other tariffs include 'RENEWAL' in their name, so assume that's what us existing customers will be offered (in my case in a couple of months or so).

[Deleted User]

This is my end of supplier feedback for Utility Point (UP) as I've moved on.

This was for electricity only - the gas is at Zog Energy.

1. UP increased my direct debit over winter even though I complained and proved that it wasn't necessary as my account would never go into debit. And guess what, it didn't and all the extra money they took just sat in my account.

2. When UP confirmed my switch away, I did email and ask for the direct debit to be set to zero. Again I included details to confirm that the account would have more than enough funds to cover all future use. This time they agreed with me and yes my account did end in credit on switch away day.

3. UP produced 2 regular monthly bills after the switch date even though they knew I had left. There is something wrong in their computer systems (or processes) so I'm glad that the direct debit was set to zero!

4. Final bill only appeared after I sent an email some 45 days after I switched away. This was to complain about the 2 other bills as well. 5 days after the email, the final bill appeared and they also removed the 2 false bills. Credit balance refunded within a few days.

I only ever used email to contact them as I like the documentation trail. Responses took from 2 to 5 days for the initial query then usually within a working day for all follow up emails.

Left due to better deal elsewhere.

griffb

That's useful information on what to watch out for when switching away from UP. I will be following in a couple of weeks. No problems with UP's service over the last 15 months, just the usual situation of tariffs simply not being competitive enough.


The plan is to sign up to a new small supplier (probably Orbit or Green) on a variable no-exit-fee tariff; then if it goes pear shaped move to Bulb where everyone else seems to be

[Deleted User]

@griffb

griffb wrote: »

The plan is to sign up to a new small supplier (probably Orbit or Green) on a variable no-exit-fee tariff; then if it goes pear shaped move to Bulb where everyone else seems to be

I went to Bulb in May due to a £75 referral and I am now switching again to Symbio as their deal Mega July is just a few pounds more than last years UP tariff and some £70 cheaper than Bulb. (yearly price difference values).
Symbio is 12 month deal and no exit fees.

griffb

gsmlnx wrote: »

Symbio is 12 month deal and no exit fees.

Symbio is cheapest for me as well, with Orbit and Green not far behind, but I'd need to see a bit more positive feedback on their thread (yes I realise Green don't have any feedback yet!)

PennineAcute

Switch from UP to ZOG occured on 2 July. Credit refund (with a cancelled direct debit) was in my bank, yesterday, 26 July.

Cannot fault them on that score. See if electric is as quick. That happened on 9 July, but not had a final bill yet.

PennineAcute

Looks like I spoke too soon.

Noticed that a new statement was uploaded to my electricity account. Thought something was wrong, as it gave my balance as £49, when I had calculated a closing balance of around £60.

Looking at the statement, they have billed me up to and including 24 July. My start date with EON was 9 July.

Have fired off an email, to see what is happening. Hopefully, this will be easily resolved. Doing a seach, my supplier is showing as EON on the national database.

[Deleted User]

@Energytwist

If you read my review of UP, you will find that they "have form" for billing even after your leaving date and they being in receipt of the approved final reading via the industry checking process. They issued a new bill every month until I emailed and asked them to sort it out.

PennineAcute

EnergyTwist wrote: »

This would probably have been better placed on the Eon feedback thread, as it would be Eon (as your new supplier) who would be entirely responsible for managing your switch to them.

Surprising that Eon have fouled up, based on the glowing feedback generally recently
- that's if you ignore their feedback a couple or so years back when MSEers were saying Eon are dead & buried and would never be used again, after they said they would never use Eon again following quite a hefty price increase they would incur due to the ending of an MSE exclusive tariff (and not offering a renewal on similar very low rates)

Yes, you are correct. Howver, as they closed my gas down and refunded me within 3 weeks, I am hoping it is just the press of the wrong button on UP's part.

I shall await their response before involving further people.

PennineAcute

Phone Utility Point today, as they had not responded to my email.

Final bill is now correct and refund promised within 3 - 5 working days.

Whilst she was sorting out the issue, we did get cut off. Just as I was about to ring back, she phoned me back.


Edit

Less than 24 hours after the phone call, full balance refund paid.