Feedback on Utility Point

ader42

I got no reply to my 2nd email so I rang them today.

After holding for what seemed ages I got through to a chap called Matt.

First I asked him to explain how their usage graph can say I used a negative amount of gas. After looking at it he said it was because I hadn't used as much gas as they had estimated I would. So I pointed out that it was not as labelled a "My energy usage" graph but more of a "My estimated and sometimes actual energy usage" and suggested they needed to let customers know that the graph is not showing their actual usage despite saying so.

This allowed me to subtly show him that their system is not infallible and how little gas I am using.

So next I explained to him that I was £220 in credit but they were wanting to increase the direct debit by £70 to £126.

I didn't get chance to tell him that my last statement stated they estimated I would over the next 12 months use less than £100 per month. Before I could do so he had apologised about my not getting a reply to my 2nd email and told me he could revert the direct debit change. They had already requested the first £126 but could refund me the difference. I opted to let him just revert the direct debit after this one month at £126 - it will just mean I am a little more in credit as we head into winter.

So I suggest customers avoid emailing UP as they will just try to fob you off or ignore the emails. Instead, ring them up and ask for Matt:D

Glad it got sorted, and may well stay with them now - I will review in January.

Ian_W

So I suggest customers avoid emailing UP as they will just try to fob you off or ignore the emails. Instead, ring them up and ask for Matt

Completely the opposite experience for me.
They sent me an email just before the Bank Holiday wanting to more than double my lower payment Direct Debit amount. Did some working out over the weekend, the lower amount wouldn't cover the rest of my fixed period but doubling it was clearly OTT so I objected and suggested an increase to a lesser amount which I emailed to them on Monday evening.
By 10am Tuesday morning they'd replied and agreed a lower amount than I'd suggested which was fine by me, so I'll stick with Karen on email, thanks.

Overall, they were cheapest for me in January when I transferred to them, except for Estrognia (or whatever they're called) who never responded to 2 requests for a quote. They send out a monthly reminder to supply a meter reading and my only dealings with their CS was dealt with surprisingly swiftly and positively. No complaints but it will depend on their prices when my fixed deal ends whether I stay or move on.

Chocmonster7

Spent over half an hour on hold trying to get to talk to someone at UP yesterday. Dialled back in via the option for new customers, another 10 minute wait for nothing. Tried again but used the option for discussing paying them money owed and what a surprise it was answered straight away! Turned out the problem of why my supply hasn't moved wasn't down to them but still leaving as I would like a company who actually answers their calls!

DawnCrush

Chocmonster7 wrote: »

Spent over half an hour on hold trying to get to talk to someone at UP yesterday. ...Tried again .. and what a surprise it was answered straight away! Turned out the problem of why my supply hasn't moved wasn't down to them but still leaving as I would like a company who actually answers their calls!

So you have chosen a supplier that is able to anwer your latest call immediately? :T

Sadly, they are not yet your supplier. Not to worry, I'm sure it won't be too much longer now.

Of course, all these people sitting and waiting to take your call, or keeping you on hold for 30 mins whilst they are talking to other customers, does cost money. And guess who is paying for that ...:cool:

I don't think I've actually spoken to anyone at at energy supplier for years now. Never had the need to.
Also I prefer to keep any really necessary comminication in writing, so that it can be relied upon later if necessary (such as with the ombudsman)

But as the saying goes, you pays your money and you takes your choice.

dtrain

Having now come to the end of my electricity only fixed deal (Just Up 18 Wk19 Direct) I am now trying to get my final bill and credit back. Emailed 6 days ago (though 5 due to the BH) and still nothing. I'm currently on hold... 18mins so far. Is anyone else having a similar experience? Annoyingly my switch went through just a few days after the usual DD date so my new supplier, Bulb, took their payment too.

UP have never been good at sending out their bills - they take the best part of a week after the meter reads are given, but this is getting annoying. I do not want to cancel the DD because it'll then be more complicated getting the refund, but I DO NOT want them taking a second month's DD.

Bulb on the other hand seem like they have bang up to date systems as I was able to change the DD days after the first one was taken. So long as their tariff does not go up, the £75 credit over 12 months should bring my bills to the same rate as UP.

ashe

dtrain wrote: »

Having now come to the end of my electricity only fixed deal (Just Up 18 Wk19 Direct) I am now trying to get my final bill and credit back. Emailed 6 days ago (though 5 due to the BH) and still nothing. I'm currently on hold... 18mins so far. Is anyone else having a similar experience? Annoyingly my switch went through just a few days after the usual DD date so my new supplier, Bulb, took their payment too.

UP have never been good at sending out their bills - they take the best part of a week after the meter reads are given, but this is getting annoying. I do not want to cancel the DD because it'll then be more complicated getting the refund, but I DO NOT want them taking a second month's DD.

Bulb on the other hand seem like they have bang up to date systems as I was able to change the DD days after the first one was taken. So long as their tariff does not go up, the £75 credit over 12 months should bring my bills to the same rate as UP.

I wouldn’t bank on that, I like bulb as was with them before UP but they put their prices up several times during that time. Probably need to because of all the referral fees they’ve got to pay out. Good app and CS though

grumpycrab

dtrain wrote: »

I do not want to cancel the DD because it'll then be more complicated getting the refund, but I DO NOT want them taking a second month's DD.

Cancelling the DD shouldn't make it more complicated to get a refund. Provided 1. your switch away has been confirmed and 2. you'll be in credit with UP before the next DD date, I'd cancel the DD.

PennineAcute

I cancelled my direct debits with UP before I left, for both gas and elec, and although I had to push them for my elec credit, both were refunded to my bank with little issues.

Chocmonster7

DawnCrush wrote: »

So you have chosen a supplier that is able to anwer your latest call immediately? :T

Sadly, they are not yet your supplier. Not to worry, I'm sure it won't be too much longer now.

Of course, all these people sitting and waiting to take your call, or keeping you on hold for 30 mins whilst they are talking to other customers, does cost money. And guess who is paying for that ...:cool:

I don't think I've actually spoken to anyone at at energy supplier for years now. Never had the need to.
Also I prefer to keep any really necessary comminication in writing, so that it can be relied upon later if necessary (such as with the ombudsman)

But as the saying goes, you pays your money and you takes your choice.

Don't be stupid of course I haven't chosen to leave just because of this one incident. Like many I've had multiple problems with UP over the past year including them increasing direct debit amounts when there was no need, having to fight to get my money back, correct statements and waiting weeks for them to bother to reply to emails. This was last straw.

DawnCrush

Chocmonster7 wrote: »

Don't be stupid ...

People in glass houses...:cool:

Chocmonster7 wrote: »

Like many I've had multiple problems with UP over the past year including them increasing direct debit amounts when there was no need, having to fight to get my money back, correct statements and waiting weeks for them to bother to reply to emails.

Careful you don't fall off that bandwagon

There are many posts in this feedback to the contrary, such as the post immediately preceeding yours, indeed the one you have already thanked