Feedback on Utility Point

Stompa

Just downloaded the transcript of an online web chat I had with them. It all seems to be there, but jumbled up so not in the correct order!

Stompa

As an existing UP customer I've just switched to the 'Just Up 20 Summer Renewal' tariff. Surprisingly, it's currently cheaper (for me) than the cheapest deal offered on CEC.

happybagger

Can anyone confirm my reading of the terms for one of their Flexi Online Tracker Wk18 Direct products please? 
I have just had an email telling me my contract is coming to an end, and a renewal invite.
The idea of it being a fixed term was new to me.

I downloaded t&cs in the past, and have just re-read, and I can't see any reference to it being a fixed term. It was Variable rate (hence tracker), no exit fees, and looking at t&c's it's described as a "flexi online package"
An agreement for the supply of gas or electricity or both, in which the charges vary according to the cost of supplying gas or electricity as defined by a formula that forms part of your agreement. Otherwise known as a tracker.

and goes on to say,
3.2 Fixed plans
A Fixed plan is one of our fixed term and/or fixed rate tariffs and the terms for a fixed plan under this agreement shall apply
...
3.5 Flexible plans
A flexible plan is one of our flexible term and/or flexible rate tariffs and the terms for a flexible plan under this agreement shall apply

so it is clearly a Flexible plan, not a Fixed plan

But section 4 states:
4. WHAT HAPPENS AT THE END OF YOUR FIXED PLAN
1. We will send you a "statement of renewal between 42 and 49 days before your fixed plan is due to end, informing you of the options available to you

They have done this even though my plan is not Fixed
There is no suggestion in the terms & conditions that a Flexible plan has an end date.
As far as I was aware I had an open-ended contract with the unit rate set as in the terms "as defined by a formula that forms part of your agreement"  which was a set amount above the wholesale price

The renewal date means I will have been with them 2 yrs and 4 months which seems random.

Has anyone else come across this with a 'Flexi Online Tracker" product, and have any thoughts? I'm obviously keep to stay on the current tariff as it's only at about 8p/kwh (electricty, off-grid for gas)

Thanks

Biscuit_Tin

happybagger said:

Can anyone confirm my reading of the terms for one of their Flexi Online Tracker Wk18 Direct products please? 
I have just had an email telling me my contract is coming to an end, and a renewal invite.
The idea of it being a fixed term was new to me.

I downloaded t&cs in the past, and have just re-read, and I can't see any reference to it being a fixed term. It was Variable rate (hence tracker), no exit fees, and looking at t&c's it's described as a "flexi online package"
An agreement for the supply of gas or electricity or both, in which the charges vary according to the cost of supplying gas or electricity as defined by a formula that forms part of your agreement. Otherwise known as a tracker.

and goes on to say,
3.2 Fixed plans
A Fixed plan is one of our fixed term and/or fixed rate tariffs and the terms for a fixed plan under this agreement shall apply
...
3.5 Flexible plans
A flexible plan is one of our flexible term and/or flexible rate tariffs and the terms for a flexible plan under this agreement shall apply

so it is clearly a Flexible plan, not a Fixed plan

But section 4 states:
4. WHAT HAPPENS AT THE END OF YOUR FIXED PLAN
1. We will send you a "statement of renewal between 42 and 49 days before your fixed plan is due to end, informing you of the options available to you

They have done this even though my plan is not Fixed
There is no suggestion in the terms & conditions that a Flexible plan has an end date.
As far as I was aware I had an open-ended contract with the unit rate set as in the terms "as defined by a formula that forms part of your agreement"  which was a set amount above the wholesale price

The renewal date means I will have been with them 2 yrs and 4 months which seems random.

Has anyone else come across this with a 'Flexi Online Tracker" product, and have any thoughts? I'm obviously keep to stay on the current tariff as it's only at about 8p/kwh (electricty, off-grid for gas)

Thanks

As you are on a flexible plan, then term 13.6 applies, presumably subject to term 13.3

Stompa

happybagger said:

3.2 Fixed plans
A Fixed plan is one of our fixed term and/or fixed rate tariffs and the terms for a fixed plan under this agreement shall apply
...
3.5 Flexible plans
A flexible plan is one of our flexible term and/or flexible rate tariffs and the terms for a flexible plan under this agreement shall apply

so it is clearly a Flexible plan, not a Fixed plan

But if a plan is both variable rate and fixed term, does that make it a Flexible plan or a Fixed plan (or both)?

What does the 'About your Package' section on page 2 of your bills say? Does it specify 'Package ends on dd/mm/yyyy'?

happybagger

The bill does have a 'package ends on' date, but that wasn't in the terms & conditions of supply,  it's not what I signed up to

HonestJohn

Anybody managed to log into their rewards program recently? I have been trying for a few weeks with no success.

bristolleedsfan

Today marked 10 weeks since final Bill, emailed complaint amd posted on Twitter that £90.88 credit had not been refunded, latter lead to phone call received early PM

Resolution that I sought was £30 +£30 compensation plus exit fee refunded ( 1 fuel)

U.P adamant in phone call that they would not be refunding exit fees in addition to paying £60 compensation, I got them to meet me nearly halfway, they agreed to additional £15 goodwill compensation matching what they charge customers for late payment thus total £75 compensation

angei010

DONT BOTHER.  looked good on the site but i am cancelling my switch as they came out more expensive than my old tarrif and i was waiting 20 minutes on the phone before i hang up.  staying with my current supplier who actually answer the phone

HonestJohn

Recently left Utility Point. Final bill and refund of credit received within the relevant timescales.