Feedback on Utility Point

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 ......

Swipe

bristolleedsfan said:

Hi CRISPIANNE3  When UP failed to repay my credit within stated 28 days last summer

Things at UP have changed a hell of a lot since last summer. They are now on a par with Symbio in terms of incompetency.

greenguppie

If it assists anyone, we left Utility Point in January this year as our fixed rate came to an end, and we could get a lower price elsewhere compared to what UP offered us.

We received our final bill about 4-5 weeks later in February, and were credited our closing balance within 2 working days of that final bill.

However we did keep our Direct Debit Instruction live, albeit it was reduced to zero from the day we left as we contacted UP at that time to say according to our calculations we anticipated a small credit refund even without them taking any more monthly payments; they agreed

Our Direct Debit Instruction was automatically cancelled by the supplier as soon as they settled our final bill. I don't know how they did that, but they promised us they would and we checked with our bank after settlerment, and indeed the Direct Debit Instruction was cancelled.

CRISPIANNE3

I have just completed my complaint via Resolver.  At least they are still aware I am a customer. Unlike Symbio who have given up sending bills and taking dd payments and not updating my readings. 

thelight

I did get my refund plus two lots of £30 compensation eventually from Utility Point. Putting in a formal complaint via email on both occasions seperately (one when my bill didn't turn up in 6 weeks and another when they hadn't refunded after 20 working days) actually got quite quick responses on both occasions.

poppellerant

Received this email from Utility Point this afternoon:

Important – Utility Point Business Continuity Plan regarding Coronavirus (COVID–19)

Actions we have taken so far:

With the uncertainty surrounding Coronavirus (COVID–19), we have updated our business continuity plan to cover all the possible scenarios that we may face as a nation in the coming weeks and months. We would like to reassure our customers that we have measures in place in order to continue to provide the best possible levels of customer service and minimise any disruption during these uncertain times.

The health and safety of our customers and employees is of the utmost importance, and we continue to monitor both Government and World Health Organisation (WHO) updates.

These include:

• Cancelling all non-essential visits to our offices
• We have already implemented a policy where staff with underlying health conditions who are over 50 have been enabled to work from home
• Sharing details on how best to tackle the spread of Coronavirus within the workplace and at home
• Asking all employees who show any possible symptoms of the illness to self–isolate for a minimum of 7 days
• We have postponed our face to face sales channels, upskilled and diverted these staff to respond to our core customer service to protect both our customers and employees

Should official advice extend to a situation where working from our offices is no longer feasible, we will implement our business continuity plan. This involves ensuring that our employees can work effectively from home, should the need arise.

Testing the effectiveness of our plan:

To test the effectiveness of our business continuity plan, we will within the next couple of weeks instruct all our employees to temporarily work from home. During this short test period, telephone lines will be turned off and all customer services employees will be diverted to supporting customers via our online chat, or by email. We fully intend for this course of action to be a test only for our analysis, with the aim of employees returning to our head office once the exercise is over.

Please use our online chat facility found on our website, or the following email address: help@utilitypoint.co.uk

Should your enquiry be of an urgent nature, for example, a loss of supply, please contact us via: emergencies@utilitypoint.co.uk. Please be aware, non-critical emails sent to this account will not receive a response.

What do I need to do?

You do not need to do anything different, the purpose of the test is to check that the plans we have in place work for a typical day for the longer term — if you need to contact us please do so but please be aware you may not be able to do so via the telephone.

Finally, I would like to assure you that we are doing everything we can during this incredibly difficult time for all of us. I am witnessing first-hand just how hard everybody at Utility Point is working in order to ensure there is no disruption to our service.

From all of us here at Utility Point, please look after yourselves, remain safe and continue to follow current medical advice. Thank you for your patience and understanding, it is very much appreciated.

Warmest regards

Ben Bolt

CEO

CRISPIANNE3

poppellerant said:

Received this email from Utility Point this afternoon:

Important – Utility Point Business Continuity Plan regarding Coronavirus (COVID–19)

Actions we have taken so far:

With the uncertainty surrounding Coronavirus (COVID–19), we have updated our business continuity plan to cover all the possible scenarios that we may face as a nation in the coming weeks and months. We would like to reassure our customers that we have measures in place in order to continue to provide the best possible levels of customer service and minimise any disruption during these uncertain times.

The health and safety of our customers and employees is of the utmost importance, and we continue to monitor both Government and World Health Organisation (WHO) updates.

These include:

• Cancelling all non-essential visits to our offices
• We have already implemented a policy where staff with underlying health conditions who are over 50 have been enabled to work from home
• Sharing details on how best to tackle the spread of Coronavirus within the workplace and at home
• Asking all employees who show any possible symptoms of the illness to self–isolate for a minimum of 7 days
• We have postponed our face to face sales channels, upskilled and diverted these staff to respond to our core customer service to protect both our customers and employees

Should official advice extend to a situation where working from our offices is no longer feasible, we will implement our business continuity plan. This involves ensuring that our employees can work effectively from home, should the need arise.

Testing the effectiveness of our plan:

To test the effectiveness of our business continuity plan, we will within the next couple of weeks instruct all our employees to temporarily work from home. During this short test period, telephone lines will be turned off and all customer services employees will be diverted to supporting customers via our online chat, or by email. We fully intend for this course of action to be a test only for our analysis, with the aim of employees returning to our head office once the exercise is over.

Please use our online chat facility found on our website, or the following email address: help@utilitypoint.co.uk

Should your enquiry be of an urgent nature, for example, a loss of supply, please contact us via: emergencies@utilitypoint.co.uk. Please be aware, non-critical emails sent to this account will not receive a response.

What do I need to do?

You do not need to do anything different, the purpose of the test is to check that the plans we have in place work for a typical day for the longer term — if you need to contact us please do so but please be aware you may not be able to do so via the telephone.

Finally, I would like to assure you that we are doing everything we can during this incredibly difficult time for all of us. I am witnessing first-hand just how hard everybody at Utility Point is working in order to ensure there is no disruption to our service.

From all of us here at Utility Point, please look after yourselves, remain safe and continue to follow current medical advice. Thank you for your patience and understanding, it is very much appreciated.

Warmest regards

Ben Bolt

CEO

Obviously very sorry for anyone affected by the awful virus but I hope UP do not use this as an excuse for not refunding my money. 

Mister_G

"Switching off phone lines".  Can't see that being much help to the elderly and vulnerable who do not have internet access, and there are quite a few!