Feedback on Utility Point

ywlgy

Biscuit_Tin wrote: »

Presumably to allow prompt and efficient settlement of an account

and to avoid wasting your time and effort doing things you don't need to.

only if you can trust the company does not take DD against your consent. UP is the first to do this to me among numerous companies which I have paid DD to, and apparently they do this to others as well. The trust is lost and who knows if they would take another DD after 1 month. I received the refund after that without problems.

phillw

grumpycrab wrote: »

What's your reasoning behind this please?

Check if there is a clause in the T&C to say you have to maintain an active DD.
Filing an indemnity claim will also cancel the DD.

When I left outfox the market they told me that as long as my credit balance will cover the final bill then I should file a DD claim. Those little rascals had even increased my DD after I had switched away.

ywlgy wrote: »

only if you can trust the company does not take DD against your consent.

The guarantee means you don't need to trust them. They have to give you notice they are taking the DD, so surely that means you consented?

ywlgy wrote: »

UP is the first to do this to me among numerous companies which I have paid DD to, and apparently they do this to others as well. The trust is lost and who knows if they would take another DD after 1 month. I received the refund after that without problems.

Lots of companies do it. I suspect there is an element of them trying it on, but also to run with such slim margins means they won't have spent so much money on making sure processes are smooth. You should be aware of that when you sign up to the cheapest.

Certainly you should be cancelling the DD after the final bill if you are in credit, so no chance they can take another month.

I tend to leave things so that they can make a mistake, so I can complain.

boo_star

ywlgy wrote: »

only if you can trust the company does not take DD against your consent. UP is the first to do this to me among numerous companies which I have paid DD to, and apparently they do this to others as well. The trust is lost and who knows if they would take another DD after 1 month. I received the refund after that without problems.

When I moved I phoned them to inform them of my final meter readings and they set the DD amount to zero and nothing was claimed. Sounds like someone didn't follow the correct procedure rather than a general issue with UP.

ywlgy

boo_star wrote: »

When I moved I phoned them to inform them of my final meter readings and they set the DD amount to zero and nothing was claimed. Sounds like someone didn't follow the correct procedure rather than a general issue with UP.

I did the same as you and could see the DD was set to 0 in online account, but the DD was still taken the next month. Not a big deal. My experience with UP is generally postive except this little glitch.

Swipe

Well they have 24 hours to pay back my credit refund or they'll be £30 out of pocket. I somehow doubt it'll be paid in time as there's nothing pending in my banking app. I think I'll keep quiet if I don't automatically get my £30 compensation within 14 days and then wait another 14 days and claim the full £60 off them. I used to think they were OK but this whole switching away from them has put me off recommending them to anyone.

j4g3d

My UP bill has increased from £71 to £95 for apparently "using more energy", But that is incorrect. I haven't contacted them yet about it, but each month my credit is accumulating due to paying too much. I do submit readings every month.

Im in credit £225 now and only 7 months into the contract with them. How does one obtain this credit? do they release it to your bank if you ask? by cheque? or do they take it off your bills.

akh43

j4g3d wrote: »

My UP bill has increased from £71 to £95 for apparently "using more energy", But that is incorrect. I haven't contacted them yet about it, but each month my credit is accumulating due to paying too much. I do submit readings every month.

Im in credit £225 now and only 7 months into the contract with them. How does one obtain this credit? do they release it to your bank if you ask? by cheque? or do they take it off your bills.

I was in a similar position around the same time in my contract so I contacted them and they refunded me the credit, took around 28 days to receive it back in my bank account. At the same time my payments were reduced as I was on 6 higher payments and then 6 lower so this hasn't happened again, though still slightly in credit I am sure this will sort itself out due to higher usage coming up.

EnergyRookie

j4g3d wrote: »

My UP bill has increased from £71 to £95 for apparently "using more energy", But that is incorrect. I haven't contacted them yet about it, but each month my credit is accumulating due to paying too much. I do submit readings every month.

Im in credit £225 now and only 7 months into the contract with them. How does one obtain this credit? do they release it to your bank if you ask? by cheque? or do they take it off your bills.

Please do not confuse what you pay monthly with your bill.
But if you do use more, you will pay more.

In regards to any accrued credit, you can request this to be returned but that may result in you paying more monthly especially at this time f year, as you normally are expected to have accrued some credit to help pay towards the typical highjer usage over winter.
Or you can request the monthly figure is recalculated taking into account the accrued credit

More details here:
https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/

Any refund from UP will be credited to your bank account, assuming you are paying by direct debit.

Previous comments in this thread have indicated that issues raised over the level of monthly payment are usually quickly resolved by UP

thelight

How long have people found that Utility Point take to reply to emails?

PixelPound

Swipe wrote: »

Well they have 24 hours to pay back my credit refund or they'll be £30 out of pocket. I somehow doubt it'll be paid in time as there's nothing pending in my banking app. I think I'll keep quiet if I don't automatically get my £30 compensation within 14 days and then wait another 14 days and claim the full £60 off them. I used to think they were OK but this whole switching away from them has put me off recommending them to anyone.

Where does it say £30 every 14 days?
https://www.ofgem.gov.uk/consumers/household-gas-and-electricity-guide/how-switch-energy-supplier-and-shop-better-deal/compensation-if-there-s-energy-switch-problem

states about credit refunds

Problem: Supplier fails to refund an owed credit balance within 10 working days of sending a final bill.
Compensation: £30 by former supplier

It does also state the credit refund should be within 10 working days, but nothing about what happens if it isn't

(edit) checked on other threads where people have been paid £60 because the initial £30 was not paid in time. The thing is how long do you wait - is it capped at £60?