Utility Point Refund

Chipesh

There is no "final bill" just a balance of £242.97 credit showing on the statements page.
I've mailed a complaint to them.
Looking at complaints on their Facebook page, I am one of many.

Swipe

Chipesh wrote: »

There is no "final bill" just a balance of £242.97 credit showing on the statements page.

In that case, your 10 working days refund countdown hasn't even started yet.

Chipesh

After long wait got through on phone only to get apology and "pass it on to managers".
Final bill was September statement but doesn't show the £242.97.
Asked if he knew that credits should be refunded in 10 days he said yes and was sorry.
Asked about compensation he said he would pass it on.
Asked about time-scale and he didn't know.

I think we have a cowboy company that shouldn't be in business.

Streaky_Bacon

Chipesh wrote: »

Final bill was September statement but doesn't show the £242.97.

In the statements section of my online account, my latest statement is listed with the date I left Utility Point, and the Credit/Debit section shows a Debit amount which was the last amount that was debited from my credit balance.

However, if I click the document icon on that same line, it downloads my final bill which shows a date in January and my correct outstanding credit balance.

If you do the same, what does your downloaded bill show?

Chipesh

Thanks, no it shows a balance of £91.69 in credit which doesn’t include £151.28 DD.

But I do have some movement! The statement page now includes £30 compensation as of today after my phone call.
So they show £272.97 credit.

I will see what happens further.
Thanks again for your input.

Chipesh

Just got a mail.

[FONT=&quot]Good Afternoon Mr Clayton,[/FONT]

[FONT=&quot]Thank you for your email highlighting the concerns that you have expressed regarding your switch from Utility Point. I apologise for any inconvenience or upset that this has caused you. This is never our intention and I appreciate you providing me with the opportunity to amend the situation.[/FONT]

[FONT=&quot]After familiarising myself with your account I can confirm that Utility Point [/FONT][FONT=&quot]ceased to supply your fuel on 25/09/2019. [/FONT][FONT=&quot]I have attached a copy of your final statement for your perusal.[/FONT]

[FONT=&quot]I have also escalated your credit refund for the amount of �[/FONT][FONT=&quot]242.97, [/FONT][FONT=&quot]along with a �30 compensation payment for the delay experienced[/FONT][FONT=&quot], this makes a total amount of �272.97. This will show in your bank account within five working days.[/FONT]

[FONT=&quot]Once again, please accept my apologies [/FONT][FONT=&quot]for the delay experienced and for the inconvenience caused[/FONT][FONT=&quot].[/FONT]

[FONT=&quot]Warmest Regards[/FONT]

[FONT=&quot]Emily[/FONT]

[FONT=&quot]Complaint Analyst[/FONT]
[FONT=&quot]Complaints Team[/FONT]

So why let it happen?

Streaky_Bacon

What is the date on the final bill they have sent you?

If it's dated more than 28 days ago, then they haven't paid you your £30 compensation in time, and so owe you another £30.

Chipesh

It doesn't look like a final bill. It has the period to when I left with a 27/11/2019 date on.
No details of DD taken in October or compensation amount.
Glad if I get the refund stated.
Fingers crossed.

dali21

Chipesh said:

Just got a mail.

[FONT=&quot]Good Afternoon Mr Clayton,[/FONT]

[FONT=&quot]Thank you for your email highlighting the concerns that you have expressed regarding your switch from Utility Point. I apologise for any inconvenience or upset that this has caused you. This is never our intention and I appreciate you providing me with the opportunity to amend the situation.[/FONT]

[FONT=&quot]After familiarising myself with your account I can confirm that Utility Point [/FONT][FONT=&quot]ceased to supply your fuel on 25/09/2019. [/FONT][FONT=&quot]I have attached a copy of your final statement for your perusal.[/FONT]

[FONT=&quot]I have also escalated your credit refund for the amount of �[/FONT][FONT=&quot]242.97, [/FONT][FONT=&quot]along with a �30 compensation payment for the delay experienced[/FONT][FONT=&quot], this makes a total amount of �272.97. This will show in your bank account within five working days.[/FONT]

[FONT=&quot]Once again, please accept my apologies [/FONT][FONT=&quot]for the delay experienced and for the inconvenience caused[/FONT][FONT=&quot].[/FONT]

[FONT=&quot]Warmest Regards[/FONT]

[FONT=&quot]Emily[/FONT]

[FONT=&quot]Complaint Analyst[/FONT]
[FONT=&quot]Complaints Team[/FONT]

So why let it happen?

Funny, I got exactly the same email reply by someone called Karen (except for the reference to compensation).  I think they have a template they use.  I left UP 6 January 2020 and am still waiting for my credit balance to be refunded.  I had my final bill on 28 January but only because I chased them. to ask for it.  

For me, today is ten working days since I received my bill and still no refund.  I will give it until tomorrow and will ask for compensation but I'm wondering whether this is going to have to go all the way to the ombudsman.

I've been doing energy switches for many years and never dealt with an energy company that has dragged its heels like UP.  Will never go back to them even if they turn out ridiculously cheaper.

dali21

I would advise people to avoid this company like the Corona virus.  Their customer service is non existent.  I was a customer until January this year and switched but have still not received the refund of my credit balance back. 

They do not respond to emails.  I have tried phoning them - waited 21 minutes with no answer.  Have tried live chat - one advisor was supposed to be available but waited and waited and they still did not connect after 5 minutes so gave up.  They will respond anonymously on Facebook but either give wrong information or just cannot answer queries. 

 In short, they're quick to take your money but don't want to refund any credit.  Worst energy company I have dealt with in my 20+ years of switching experience.