Feedback on Utility Point

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. 

Streaky_Bacon

The way that I resolved my credit refund was via the Resolver website. 

UP responded within a couple of days and paid the balance and compensation within a further 4 days. I would note that they did so even though I cancelled my DD before the final bill was issued, and I did not have to send them my bank details again. 

I would suggest that anybody having issues take the same route. 

CRISPIANNE3

Well the time is up and promised refund never materialised.  Will try the Resolver route. However this really should not be necessary. 

bristolleedsfan

Hi CRISPIANNE3  When UP failed to repay my credit within stated 28 days last summer most of which had built up due to referral credit, I complained to them by email, asked for £25 compensation, UP refunded what was by then a higher requested credit amount within 24 hours of reading complaint plus credited £15 account credit as compensation which fits in with ........UP terms and conditions they charge £15 for late payment ......