Feedback on Utility Point

thelight

DawnCrush said:

So, by your recent post, they quickly issued your final bill following your email.

Was there really no indication as to how and when they would refund any credit accrued as shown on that final bill?

It took them 12 working days from me emailing to request my final bill, to the final bill actually being sent. This is just under 9 weeks since I actually left them.

The email I recieved just before my final bill stated that payment woud be made 'as soon as the request is being processed by the finance department' via direct debit - so no date specified.

7Phil

thelight said:

DawnCrush said:

So, by your recent post, they quickly issued your final bill following your email.

Was there really no indication as to how and when they would refund any credit accrued as shown on that final bill?

It took them 12 working days from me emailing to request my final bill, to the final bill actually being sent. This is just under 9 weeks since I actually left them.

The email I recieved just before my final bill stated that payment woud be made 'as soon as the request is being processed by the finance department' via direct debit - so no date specified.

In my case:
- When I notified them I was moving out they said I will refund my credit balance within 10 days.
- When they issued my final bill they wrote 14-28 days for the refund.
- When I called after 35 days they told me it should be done next week.
- After two more weeks they said "as soon as possible".
- When I put in a complaint a further two weeks after that, I was told within five days.
- After six days I followed up on my complaint and they said "as soon as possible".

Does that answer the question for DawnCrush?
BTW: As of just this morning I -may- have had some movement.

ashpole

I wonder if anyone has made a claim again Utility Point in the Small Claims Court? I fancy having a go given that it's now 3 months since I left them - they have agreed to refund my credit balance plus two lots of £30 compensation.  However, saying and doing are two different words!

7Phil

For the record - I did receive my refund yesterday. *fireworks*
The wheels are still turning, very slowly.

newsgroupmonkey_

And here starts my refund journey. They owe me over £150.

Quoting 14-18 working days right now. Which is amusing, because you can be sure if they wanted money off me, they'd expect it within 48 hours.

chiny

I joined/left Utility Point for 2019 (mostly).   Joining; chaotic billing/DD needing a couple of phone calls to sort.   Leaving; pretty much the same, 2 calls so far to sort the final bill.   After 3.5 months, I still don't have my credit, UP are still trying to take the DD and the promised refund allegedly processed today could take 28 working days for BACS.   Must use quill pens and slow ponies.

Well well, I've just noticed the name of one of the UP leading lights.   I used to work for his dad, whose admin skills were notorious     I'll give them the benefit of the doubt, for old times sake 

savemoney

10 days waiting for a reply to my email regarding a dispute with readings and bill. Being billed for some energy when I left them. Dont want to hang on phone all day in hope I get someone to answer phone. Had no problems when a customer but certainly wont use them again after this. Always prompt with meter readings and new supplier told me they past them on to them, so the bill should have been correct

grumpycrab

savemoney said:

10 days waiting for a reply to my email regarding a dispute with readings and bill.

DM on twitter usually works. http://www.twitter.com/utilitypoint
Gas, for some reason, takes ages to validate.

WizardingWonder

I spent a year with Utility Point and my bill was consistently much higher than I was initially quoted, due to an apparent error when I provided my usage incorrectly (not something I've ever done before, but hey ho...)
I had to chase regularly as my direct debits randomly reduced halfway through my contract (something they do automatically for summer usage), despite my account owing approximately £300 at that point, which only led to my debit being even higher at account close. I would often e-mail queries and hear nothing back, but on telephoning them, always received helpful and friendly support, and got answers quickly. I have left for another provider now as I found this all quite tedious, and have unfortunately been billed again for the last month despite leaving as they hadn't realised I'd changed provider, despite having been informed this by the new provider. They have recently launched a web chat feature which I really like and have used, but it is not always active.

grumpycrab

Susie.elliott said:

I have left for another provider now ... and have unfortunately been billed again for the last month despite leaving 

As far as I know its upto the readings validator to send close readings to losing providers and not your new provider.  I'd suggest that UP are ignoring these in an effort to keep as much money in their bank as possible.  If you are well in credit with them and your usage up to your leave date is covered by your credit with them, then you could cancel your DD with UP to avoid any more money being taken (for whatever reason.)  I have found that the only way to convince UP that you have left is on twitter. (Direct Message.)  All forms of evidence are advisable. ie  pics of your meters at leave date, manual recorded readings and best of all, pics of the start readings on your NEW providers accounts.