Feedback on Utility Point

SilverShopper

bubieyehyeh said:

I send a complaint about an error in my first bill over a month ago, and I've has nothing but an automated response. Any idea when I'm likely to get a responce from this company.

Try an on-line Chat via the main (not logged in) website. A few minutes 'conversation' seems to get things to work for me. At least so far...

dali21

I would advise people to avoid this company like the Corona virus.  Their customer service is non existent.  I was a customer until January this year and switched but have still not received the refund of my credit balance back. 

They do not respond to emails.  I have tried phoning them - waited 21 minutes with no answer.  Have tried live chat - one advisor was supposed to be available but waited and waited and they still did not connect after 5 minutes so gave up.  They will respond anonymously on Facebook but either give wrong information or just cannot answer queries. 

 In short, they're quick to take your money but don't want to refund any credit.  Worst energy company I have dealt with in my 20+ years of switching experience.

dali21

Bit worrying but UP is no longer appearing in switch comparisons.  Is there something going on we haven’t been told about?

bristolleedsfan

dali21 said:

Bit worrying but UP is no longer appearing in switch comparisons.  Is there something going on we haven’t been told about?

Energyhelpline.com if tick this box  "Show me all generally available plans"  UP Just Up 20 Wk06 Direct v2 is top for dual fuel for my postcode, "This supplier has not made this plan available through us"

Maybe if not well informed about how to do whole of the market energy comparisons should refrain from posting ill-founded speculation, it was also the case in summer UP offering market leading tariffs not offering anything to switch via energy helpline, still offering £25 refer a friend though.

Two sets of results via most comparison sites

Filter plans

"Show me plans you can switch me to"

"Show me all generally available plans"

Saskwatch

I had very high credit balances on both gas and electricity. I requested a refund. They agreed to give £150 back from the electricity account 2 months ago but still not received. Can't get them on the phone. Still have high credit balances on both accounts. 

dali21

bristolleedsfan said:

dali21 said:

Bit worrying but UP is no longer appearing in switch comparisons.  Is there something going on we haven’t been told about?

Energyhelpline.com if tick this box  "Show me all generally available plans"  UP Just Up 20 Wk06 Direct v2 is top for dual fuel for my postcode, "This supplier has not made this plan available through us"

Maybe if not well informed about how to do whole of the market energy comparisons should refrain from posting ill-founded speculation, it was also the case in summer UP offering market leading tariffs not offering anything to switch via energy helpline, still offering £25 refer a friend though.

Two sets of results via most comparison sites

Filter plans

"Show me plans you can switch me to"

"Show me all generally available plans"

On Monday, UP was recommended as one of my top suppliers for savings but suddenly they have completely disappeared from all results whether dual fuel, gas or just electricity. 

To correct you, even with "Show me all generally available plans", UP does not appear in my top 35 results.  

I am not as you describe me, 'not well informed' but concerned.

bristolleedsfan

Re the above. just got quotes via Uswitch, trying different postcode regions when ticking box "include plans that require switching directly through the supplier" for dual fuel Utilty Point come top, Outfox the market second, same results as via energyhelpline.com

savemoney

I left them on 30th January had over £130 credit, I did owe a final bill which should just about cover than for a month. I gave my new supplier SO readings when they requested it, I take readings monthly and put in excel spreadsheet. Last week they asked me for readings and I thought it was strange. I gave them current readings at the time. I now get a bill with them readings and dates when I am no longer a customer. The bill doesn't even state final bill either

grumpycrab

savemoney said:

I left them on 30th January

That's only a couple of weeks ago - slow down - these things take a while - especially with utility point. This is what happended for me...  When UP are informed that you're leaving they will set your Direct Debit to 0 but only if you have enough credit to cover your usage.  Only manually cancel the direct debit if you are 100% sure you do not owe them any money.  Next - your new provider. Keep an eye on their billing. You are waiting to see start meter reads as recorded on their system.  Electricity should be confirmed within days - gas can take weeks! Only when your new provider has confirmed your start readings should you then go back to UP and say "stopped with you on X date; my new provider start Elect reading is Y on date Y1  and Gas reading is W on W1 date."   Telephone and email does not work.  The only way I got UP to do anything was Direct Message on twitter

https://twitter.com/utilitypoint

UP will then issue a final bill (well, they don't call it a final bill, but it should reflect your final meter reads).  Getting any credit back?  That's another problem altogether.

savemoney

The bill they sent me cover usage between 10/01/2020 to 09/02/2020 but I have conformation from So that they sent the last readings when they requested them from me to UP and I left on 31/01 so they billed me for 9 days when in fact I had left. I was in credit although now I am in debt but once they sort this out here shouldn't be much debt or credit left as the bill was £158 and I was in credit £130. They shouldn't have asked for a meter reading last week when I had in fact left that's probably what's thrown them off