Feedback on Utility Point

CRISPIANNE3

  I changed tariffs and the advisor said he could refund £105.  Now I am feeling some what perplexed because I was only paying £5.00 a month to bring the credit balance down on the old tariff. Now the have sent me a message advising the dd for March will be taken for £26.00 and £12.00 a month thereafter. I was fully aware of the new dd payments but expected them to keep to their end of the bargain by refunding the agreed amount. Perhaps I should not pay anything further until the £105 has been used up. Just an idea!

tk47

CRISPIANNE3 said:

  I changed tariffs and the advisor said he could refund £105.  Now I am feeling some what perplexed because I was only paying £5.00 a month to bring the credit balance down on the old tariff. Now the have sent me a message advising the dd for March will be taken for £26.00 and £12.00 a month thereafter. I was fully aware of the new dd payments but expected them to keep to their end of the bargain by refunding the agreed amount. Perhaps I should not pay anything further until the £105 has been used up. Just an idea!

If you would prefer just to reduce your monthly payments, rather than have the lump sum immediately, then I'm sure UP can arrange that for you.

When we were with UP, they had no difficulty with setting our DD to £0.00 having proved we did not owe them any money.
(it would only become an issue if they did not collect any payment for 13 months, as the DDI would fall dormant)

 Just give them a call, or drop them an email

If the details in your post are correct, then your £105 should cover the next 7 months if you elect not to take it.

Check out this MSE article for more info: https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/

Swipe

Beware, you are  dealing with a company that is up there incompetencywise with Symbio.

CRISPIANNE3

Swipe said:

Beware, you are  dealing with a company that is up there incompetencywise with Symbio.

Now that sends a shiver down my spine!

dr_bluestone

Like many others, my final bill is much delayed. I changed supplier on Jan 6 and have had two estimated invoices since then. After the recent second one, I mailed UP. I actually have a debit balance on my account so am not missing out on a refund. I have experienced delayed final bills before from energy suppliers and in my opinion is something they do to make the transfer process that little bit more long winded to perhaps put some people off changing suppliers as often.

CRISPIANNE3

Phoned UP to find out about my refund. Only to be told it can take up to 28 Working days. I said I think this is excessive considering I am not even leaving only transferred to a more competitive tariff. However they are very efficient at taking the new dd payments. 

Nixond

Hello everyone.

Left UtilityPoint to another supplier in Nov 2019 and I was ~£400 in credit. More than 3 months later there is still no sign of my refund. All I hear from customer service is that my refund is escalated to accounts team.

What are my options? Will this be a scenario I could use my Direct Debit guarantee to claw back some money from them? Thanks in advance.

Swipe

Nixond said:

What are my options? Will this be a scenario I could use my Direct Debit guarantee to claw back some money from them? Thanks in advance.

Utility Point are despicable when it comes to refunds. Not sure if they will help but I'd definitely speak to your bank and explain the situation.

tk47

Nixond said:

Hello everyone.

Left UtilityPoint to another supplier in Nov 2019 and I was ~£400 in credit. More than 3 months later there is still no sign of my refund. All I hear from customer service is that my refund is escalated to accounts team.

What are my options? Will this be a scenario I could use my Direct Debit guarantee to claw back some money from them? Thanks in advance.

Read the guarantee and see if you think it applies.

CRISPIANNE3

Including today only 2 working days left for the refund to be refunded. I cannot believe the amount of hassle I have  with these minnows. First Symbio not even billing me anymore and my latest read given has just disappeared and this lot who do not honour their agreement.