Feedback on Utility Point

stkernow

Fine when you join them, but when you want to leave they object to your move without even speaking to the customer first. This is poor customer service in my view which is a shame as I would have happily given better rating if they had been fair and given a chance to pay off any debit on the account before Auto Objecting the move and explaining themselves. Would not recommend due to this poor policy.

Chocmonster7

They objected to me moving and I was well in credit with them!



I've now found that they haven't yet issued a final bill and are still generating estimated statements for the account after I've left them.


Just glad I cancelled the direct debit so they couldn't take any more payments!

ader42

Beware.

I signed up with UP from 1st Feb 2019. This was the Up Energy Saver tariff. The expectation was I would pay 6 months at a high direct debit of around £120 then 6 months at a lower amount of around £60. All was well and I built up credit of approx £220. After the July payment they lowered the direct debit as expected.

However, I have just had an email telling me they are increasing the direct debit to over £126!

I am £220 in credit.

My electricity usage is very static month to month, averaging 360 kWh.
They project I will use over £600 of electricity in a year but I reckon it will be £500. They have had around £690 off me in the 6 months before August.

In the last seven months I have used less than £200 of Gas and they themselves project I will use £540 in 12 months (from my statements). So £540, minus the £200 I have used, leaves £340 in the next 5 months.

So why do they want me to pay them £630 (£126 x 5) on top of the £220 credit I have for only 5 months energy... That's equivalent to £170 a month!

I suspect their calculations do not take account of the credit I have built up, either that or they are basing their estimates on my paying a much higher rate when the current deal is up and want me to build an even bigger credit to account for it. I'm not happy.

Their projection is that I will spend £1156.16 over the next 12 months.
That's less than £100 a month, so why should I pay £126 a month when I have £220 credit. It should be £80 a month at most - and that's taking a long term view - after all this I might be switching from them asap.

On top of this, in July I reckon I used less than 140 kWh of gas (less than a fiver's worth) but the website graph says I used -29.5 kWh. Yes, it thinks I used a negative amount of gas last month... and yes my meter readings were correct and sensible, increasing each time.

grumpycrab

I'm on the same payment profile as you with a large credit. I haven't had any notification of DD increase (yet?). You've provided lots of detail which implies you've talked to them. Were they helpful?

ashe

We too have £330 of credit although the credit shown when logging in and the credit on the bill is totally out of sync, not sure why it can’t show an up to date figure. Not had any notice of a DD change.

You didn’t ask for your credit to be refunded did you? I did a few months ago when it was £200 odd and they said they can only refund one months worth as we will use more in colder months. I said but my payment goes up in colder months 😂 and based on usage in colder months when I joined I was still going to have s large credit. They said I’d i got it refunded then their billing system would adjust my payments so they’d be larger despite my predicted usage being low in line with previous usage 🤷🏼!♂️

So just checking you haven’t asked for a refund and that credit amount is out of date basically 👍🏼

MABLE

We only have the gas from them and so far no further issues. I give them regular meter reads and according to my latest bill I am £170 in credit. We use very little gas as we have open fires. However if they try increasing the dd I would not be happy. We currently pay £15.86 a month and their latest projection was would use £183.00 in the next 12 months.

grumpycrab

ashe wrote: »

although the credit shown when logging in and the credit on the bill is totally out of sync,

Shouldn't be. If your DD and meter read/billing dates are the same (should be), the numbers should be in sync about 7days AFTER DD day (it takes UP that long to record the DD deduction.)

I have no idea how these small utils work but sounds to me like they're desparately trying to maximise cash in bank prior to buying/preording Winter fuel. Or they're about to do a runner.

Glandel

Just coming to an end of a 2 year fix from Ovo.
We had our monthly payment set 2 years ago, and Ovo never suggested any change over those 2 years.

At the end of the term (next month) we think we will be in credit by about £25.

Beats me how people say they have built up £100s & £100s of credit with their energy supplier. If they were that far out with their estimated annual usage at the start of their term, they probably chose the wrong supplier & tariff from the outset.

A low cost tariff for a high user is often a high cost tariff for a low user (and vice versa)

grumpycrab

Glandel wrote: »

Beats me how people say they have built up £100s & £100s of credit with their energy supplier.

Its quite easy with a fixed monthly DD system. Fuel costs are high in the Winter (so debits build up) and low in the Summer (so credits build up). And many people have yearly fuel bills of £1000+ so quite easy to be a couple of £100 down in the Winter and similarly up in the Summer.

Glandel

grumpycrab wrote: »

Its quite easy with a fixed monthly DD system. Fuel costs are high in the Winter (so debits build up) and low in the Summer (so credits build up). And many people have yearly fuel bills of £1000+ so quite easy to be a couple of £100 down in the Winter and similarly up in the Summer.

Yearrly bills of £1000+???
They should consult a comparion site. MSE say (for an average user) it's only those who haven't switched who are paying that amount. :money:

And you suggest it's easy to overpay by 50%??? Don't believe it myself :cool:

I stick to my original declaration:

If they were that far out with their estimated annual usage at the start of their term, they probably chose the wrong supplier & tariff from the outset.

A low cost tariff for a high user is often a high cost tariff for a low user (and vice versa)