Feedback on Utility Point

[Deleted User]

I have lost patience with Utility Point Energy following repeated requests for them to stop taking DD payments, the account was closed over two months ago, and requesting my IN CREDIT money be returned to me (£190) and I will not accept further delaying tactics from them.
On Monday 25th Nov. I will hand over all information to the Offgem/Energy Ombudsman and let them deal with it.
I would strongly advise any existing or potential customer to beware of the extremely poor service when trying to leave this lot. On checking various review sites I have joined a growing list of complainants with the same issue. All the good reviews are based on joining them not when they want to leave or have a complaint. Be very Aware. I have been with them for two years and find this very disturbing and ominous.
P.S. following my Trustpilot review earlier today, UP contacted me to say money will be transferred today!!!! The reason for delay apparently, insufficient staff to deal with account closure/refunds on renewall date.

grumpycrab

boliston wrote: »

just had my renewal quote from up

How many days before end of contract did you get a renewal quote? I've 48 days to go...thinking of jumping ship... and I assume nobody's had an issue jumping ship early?

poppellerant

DCSNR wrote: »

P.S. following my Trustpilot review earlier today, UP contacted me to say money will be transferred today!!!! The reason for delay apparently, insufficient staff to deal with account closure/refunds on renewall date.

I hope this isn't going to be a repeat of Iresa all over again - they not only had issues with lack of staff, but very long queue times on the phone.

Swipe

grumpycrab wrote: »

How many days before end of contract did you get a renewal quote? I've 48 days to go...thinking of jumping ship... and I assume nobody's had an issue jumping ship early?

I didn't even get one via email. I just saw the tariff renewal highlighted in orange on their web portal. Utter shambles of a company.

boliston

grumpycrab wrote: »

How many days before end of contract did you get a renewal quote? I've 48 days to go...thinking of jumping ship... and I assume nobody's had an issue jumping ship early?

48 days should be fine - normally renewal quotes are sent out when it's safe to switch without penalty but they are hoping people are put off by the 'risk' of a penalty. I have cancelled my DD as I'm a good 3 months in credit due to UP's 'front loading' DD policy (which fortunately green don't use)

akh43

grumpycrab wrote: »

How many days before end of contract did you get a renewal quote? I've 48 days to go...thinking of jumping ship... and I assume nobody's had an issue jumping ship early?

I got my renewal quote on 19 November, contract ends on 9 January 2020. I found the email in my junk so almost missed it. They have recommended Just Up 19 as their best tariff for me. Going to see what else is out there before I decide, not that I have had any issues with them, just like to get the best deal.

Maxwell007

If i switch to Utility Point i can save £103 on there Just Up 19 Wk48 Direct V2 Fixed, But i just tried to called them regarding there increase winter direct debits by 45% & i was on hold for 20 mins and the phone cut off, not a great start lol

Stompa

Maxwell007 wrote: »

If i switch to Utility Point i can save £103 on there Just Up 19 Wk48 Direct V2 Fixed, But i just tried to called them regarding there increase winter direct debits by 45% & i was on hold for 20 mins and the phone cut off, not a great start lol

Thanks for mentioning that tariff. It seems to be about 9% cheaper for me than my existing UP tariff, though fixed for 3 months less. I'll have to think about switching.

grumpycrab

Maxwell007 wrote: »

i just tried to called them regarding there increase winter direct debits by 45%

Their increased winter direct debits are understandable for a small company that struggles when customers are in debit (NB. not to be confused with debt). And they appear to be under-staffed. I've just jumped ship and they let me go surprisingly easily (although I don't expect my large credit to be returned any time soon).

Streaky_Bacon

I'm in the process of switching away. I've been very happy with them and I am only switching due to price.

I am about £300 in credit at the moment, and would expect my next bill to be about £150.

I was going to ask them to zero the DD so that I don't build up more credit, but suspected that they wouldn't want to do that before the switch was completed. However I logged in today to find that they have already zeroed it (at least that is what is showing in the hub).

Combined with the fact that they reverted my previous DD increase (and then reduced it further after I ask them to review), I've been very happy with how they deal with billing and payments.

I tend to think any problems with billing and payment, are likely down to good intentions but a lack of resources (the exact opposite of many other suppliers).