Feedback on Utility Point

burntwood

Mister_G said:

"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!

To be fair, most of Utility Point's tariffs, at least those that may be considered competitive, have for many years required online account management.
Elderly and vulnerable who do not have internet access should not be signing up for a tariff that expects online account management.

CRISPIANNE3

CRISPIANNE3 said:

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. 

It worked! Had a reply to my Resolver complaint late last night and the refund hit my account about 10pm yesterday. Should not have been necessary to take this action. Oh well a wins a win as they say. 

Jaffa1965

I agree 100%. Despite the time it took to get my refund and £30 compensation, l am looking on the brightside. My refund was £26.92p, where could you get £30 interest over 3 months on £26.92p.

poppellerant

Another email regarding COVID-19 and Utility Point

Important Update — Utility Point Business Continuity Plan regarding COVID—19

We wanted to reach out and give you an update regarding Utility Points Business Continuity Plan as we know things are continuously changing with the current situation and we wanted to provide you with peace of mind.

The test of our Business Continuity Plan that we had completed last week has been successful, which means that our team are able to work remotely from home ensuring we can still provide you with the level of service you have come to expect from Utility Point.

Following the latest announcement from our Prime Minister we have followed his guidance and when considering this alongside the health and safety act, we have made the decision to close our call centre for the foreseeable future. You can still contact us by email at help@utilitypoint.co.uk, or via Live Chat by visiting our website www.utilitypoint.co.uk. If you are off supply you can contact us on 0345 2160012 between 09:00–18:30 or send us an email to emergencies@utilitypoint.co.uk Please note our emergency number and emergency email is only for customers that are off supply, any calls relating to a non-emergency query will be directed through to our alternative contact route at help@utilitypoint.co.uk

To help answer any questions you may have we have created a commonly asked question page available on our website including helpful links to provide you with support. Please visit our website https://www.utilitypoint.co.uk/coronavirus/

If our FAQ has not been able to answer any of your questions you can contact the team by emailing us at help@utilitypoint.co.uk We are also available via Live Chat Monday — Friday 09:00–18:30.

We have placed below some helpful links for government advice and guidance.

For advice around stay at home guidance please visit https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance

For advice and guidance around social distancing please visit https://www.gov.uk/government/publications/covid-19-guidance-on-social-distancing-and-for-vulnerable-people/guidance-on-social-distancing-for-everyone-in-the-uk-and-protecting-older-people-and-vulnerable-adults

Please continue to follow medical advice and guidance provided by the Government and World Health Organisation (WHO) by visiting https://www.who.int/

We will be contacting our customers on our Priority Services Register separately in addition to this communication update.

In the meantime, please look after yourselves, remain safe and continue to follow current medical and government advice. As a loyal and valued member of Utility Point, thank you for your continued understanding and support.

Warmest Regards

Ben Bolt
CEO

geoffW

I left UP for Symbio in December and have finally got the credit refunded plus £30 compensation for the delay. I found you have to be persistent in ringing and emailing them or I think they assume you don't want your credit back.
I'm still with them for Gas for another 9 months or so, I will try to get them to keep my direct debits close to what I owe so I don't build up too much credit. I have been quite happy with them so far.

CRISPIANNE3

geoffW said:

I left UP for Symbio in December and have finally got the credit refunded plus £30 compensation for the delay. I found you have to be persistent in ringing and emailing them or I think they assume you don't want your credit back.
I'm still with them for Gas for another 9 months or so, I will try to get them to keep my direct debits close to what I owe so I don't build up too much credit. I have been quite happy with them so far.

I had to fight to get my credit back and I only changed tariffs. By going through Resolver did I get my refund.  When I was with the big six I never had any issues and they were always prompt in refunding any monies. However these minows are cheap for energy so you cannot expect everything. 

Stompa

CRISPIANNE3 said:
I had to fight to get my credit back and I only changed tariffs. By going through Resolver did I get my refund.  When I was with the big six I never had any issues and they were always prompt in refunding any monies. However these minows are cheap for energy so you cannot expect everything. 

I've been thinking about just changing UP tariffs myself, but I'm a bit puzzled as to why you would get credit back. It's not something that I've ever had happen with another provider. Are they not able to just switch tariff whilst retaining any existing credit?

CRISPIANNE3

Stompa said:

CRISPIANNE3 said:
I had to fight to get my credit back and I only changed tariffs. By going through Resolver did I get my refund.  When I was with the big six I never had any issues and they were always prompt in refunding any monies. However these minows are cheap for energy so you cannot expect everything. 

I've been thinking about just changing UP tariffs myself, but I'm a bit puzzled as to why you would get credit back. It's not something that I've ever had happen with another provider. Are they not able to just switch tariff whilst retaining any existing credit?

No doubt the credit could have stayed but the advisor said based on my consumption he could refund £105.  Also the new tariff was a lot more favourable. I now keep this returned credit in an account for house bills.  

Anyway in these very uncertain times I prefer to keep credits to energy companies to a minimum. 

spike999

Here's my feedback on Utilitypoint, who I wouldn't want to switch to.
I got a quote from them on 1st April for £740 (£61.70/month) on the 'Just up 20 week 13' tariff. On 2nd April I went to the website to switch to them and found this tariff had been withdrawn overnight and replaced with a new tariff called 'Up Support', which was promoted as being specifically designed to help people in the current difficult financial situation. The company would pay half  the first 3 months usage bills. Great, lets get a quote, and here's the catch: my quote had increased by 35% (£262.61)  to £1002.96 (£83.58/month) BUT they WOULD  reduce the first 3 payments by half, a total reduction of £125.40, to leave my charge for the year at £877.50, an increase of £137.50( over 18%) on my quote of the previous day.
So to help people in these difficult financial times, and under the governments banner of  'Stay Home, Protect the NHS, Save lives' (see the website of Utility point) they are, I think, being very deceitful, and overcharging people by increasing prices a lot and then reducing them a little in order to help.

I hope all this is clear. I actually feel quite angry about Utilitypoint's and would welcome any comments or feedback. 

Swipe

Bunch of clowns. Steer clear