Feedback on Utility Point

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.

Susie.elliott

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.

phillw

thelight said:

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.

I left on the 27th and just phoned to complain about them issuing another bill which included standing charges and estimated fuel up to today. It turns out they've been sitting on my closing reads since the 6th and have given me an estimate of 14 to 28 working days for the refund. The refunds have to be signed off by someone apparently.
Apart from having to sit on hold for half an hour it was done very quickly. If only I'd known they had the closing readings I would have known that I could hassle them sooner.

justaprole

For what it's worth, I was with UP for a year and left them last December.  No problems until September when they unexpectedly increased my DD by nearly 50% - despite me being nearly £150 in credit and within 3 months of the end of my contract.  It took a few emails with detailed costings proving that I was on track for a £60 refund at the end for them to reduce it down to just a £4 increase.  Then, after leaving in December, I was still receiving reading reminder emails and estimated bills into January and February.  After 2 months and still no final bill, I contacted them by webchat and asked where it had got to and it miraculously appeared, dated 2 days previously. That was 3 weeks ago and I'm still waiting for my £75 refund.

thelight

It's now passed 20 working days since my final bill so ill be requesting my double compensation now

Jaffa1965

Spent a year with Utility Point. No problems until changing to another supplier. The way the billing is sent up you may technically be in arrears when you switch. Utility Point will block the switch till the arrears are paid. My final bill was received on 13.01.2020. There was a credit due. Guess what!!! l am still waiting. After 3 phone calls, l was told there would be an extra £30 as a goodwill gesture. Full marks to Utility Point for that. Goodwill gestures are worthless if they don't arrive in your bank account. Another call will be made on Monday.  

lookahead

Yes, I have feedback on Utility Point! They had no problem setting up two accounts for me. Very friendly and helpful - HOWEVER when I came to leave they failed to refund over £500 that I was owed and very time I ring up I'm told they will 'escalate the payment', and they'll even add £30 for the inconvenience I've had. I left on 24th Dec 2019 and they've still not paid me at the start of March. If you go with them for goodness sake make sure you're never in credit with them if at all possible. I now have to wait 8 weeks beofre I can take the case to the Ombudsman - 8 more weeks in which they'll probably hang onto my money illegally as far as I'm concerned. They are in breach of the Direct Debit guarantee too.

Gerry1

If they're in breach of the DD Guarantee, ask the bank to make an immediate reversal.

Jaffa1965

Why oh why does it take so long to receive a refund. Pity the customer cannot say to Utility Point, l have escalated the matter and you will receive the money in twenty working days, when you owe them money. !!!!