Feedback on Utility Point

dtrain

tk47 wrote: »

So Tuesday was equally concerning when they produced a monthly statement for the whole of August. They had used the meter redaings we had provided in week 3, and estimated some readings until the end of the month. They also charged us standing charges for all days in August, despite not supplying us every day of August.
So another email complaint fired off. That too was responded to later that day. They apologised again, cancelled the incorrect statement for August (so the account balance has gone up again) and say they will now wait to produce the final bill (as they need the meter readings from the data collector and don't have them from the data collector yet)

So not without issues. But the issues we have had have always been quickly and saisifactorily resolved.
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Cheers, tk47, that's helpful to know. It seems you have had much better success getting responses and money coming back to you. I eventually got a response to the request for a final bill, with the DD being zero rated, 2 weeks later. That was about 10 days ago. Still waiting on the refund even though the DD remains active.

tk47

dtrain wrote: »

Cheers, tk47, that's helpful to know. It seems you have had much better success getting responses and money coming back to you. I eventually got a response to the request for a final bill, with the DD being zero rated, 2 weeks later. That was about 10 days ago. Still waiting on the refund even though the DD remains active.

Do you have cause for complaint with the supplier? If so, are you following the supplier's complaint procedure?

As an update to my previous post, and UP havong waited for the 'validated' meter readings to produce my final bill, they did indeed get it wrong. This was indicated by my new supplier having used the meter readings I provided them, after they had them 'validated'

So I fired off another email early one morning, and had a response the same day, with another final bill.

As I mentioned earlier, they are not perfect, but certainly not a disaster either. They make some errors, but they are quick to rectify them once they are pointed out to them.

In regards to your direct debit, if the amount is set to zero, then nothing will be collected.

Unlike many other suppliers, after you receive a final bill, the supplier then actively closes the DD mandate. They do not do this earlier because until they produce the final bill they don't know if you owe them money or they owe you money.

If you owe them money, they will use the DD to collect it. If they owe you money, they will use the bank details from the DD mandate to refund you.

I know this to be the case due to their errors with my account. As they produced a final bill for me and refunded me the same day, they then closed the DD mandate a day or so later. But as the final bill was wrong, which I only notified them some days later still as I was awaiting confirmation from my new supplier, then they had to request my bank details to refund me the extra credit that the revised final bill produced.

HonestJohn

They are not replying to my emails. Definitely going to cancel my DD before they take another payment as they owe me now over 2 months DDs.

grumpycrab

HonestJohn wrote: »

They are not replying to my emails. Definitely going to cancel my DD before they take another payment as they owe me now over 2 months DDs.

They appear to be active on Twitter... https://twitter.com/UtilityPoint/

merchcon55

I used to use Facebook Messenger to contact them - always replied within a day, sometimes within a few minutes.

HonestJohn

I guess they just slow things down when they prepare the final bill to keep your balance longer. Needs to be a limit on time allowed to prepare the final bill.

Benight

HonestJohn wrote: »

I guess they just slow things down when they prepare the final bill to keep your balance longer. Needs to be a limit on time allowed to prepare the final bill.

They don't know what the final balance will be until they prepare the final bill

HonestJohn

Benight wrote: »

They don't know what the final balance will be until they prepare the final bill

They have a pretty good idea. They have 16 months of usage to guess.

griffb

My final bill arrived 16 days after the transfer of supply. Tomorrow will be the 14th day / 10th working day thereafter. My account balance has just today reduced to zero, so presumably the money is on its way. Shame really, I was looking forward to claiming my £30 compensation

Swipe

Just had to email UP. They have taken a DD the day after my supply with them ended but no record of it is showing on my UP online account.