Problems with Utility Point?

Kernel_Sanders

7Phil wrote: »

Well!! You probably weren't a customer.

I think he means he was an employee.

PennineAcute

7Phil wrote: »

Well!! You probably weren't a customer.

You will find I was. I was one of the first to sign up with then back in January 2018.

In April 2018, I put my referal code on this board, within four months I had got the £2500 and then money stopped coming in.

I left them in summer last year, as (when I asked to renew my tariff) I could tell things were wrong, as the guy I spoke to did not have a clue. I left and went with EON. Just before Christmas, I noticed that they could save me around £80 a year, so decided to try them again. They totally messed up the switch and I am now with YE.

So, back in 2018, they were paying the referals, but I drew the money out as it came in. Like you say, their T&Cs now look very iffy and they were not reading like that back in 2018.

It does not look good for UP.

Streaky_Bacon

It's now more than 14 days since my final bill and, not surprisingly, my credit balance (just over £100) has not been refunded yet.

If the worst comes to the worst, I'd get my credit back from the SOLR, but would a SOLR also have to pay the £30 compensation for late payment, and the £30 compensation for paying the first £30 late? (as will no doubt be the case)

CRISPIANNE3

I was quite a lot in credit with my gas supply from them. They would not refund any monies so I got them to reduce the dd to £5.00 a month. However we are still £176.00 in credit but we only use about £30 a month in the Winter. We have the luxury of open fires.

7Phil

PennineAcute wrote: »

You will find I was. I was one of the first to sign up with then back in January 2018.

Circa 1000 signups is a hell of a lot of referrals. Not sure how they let you keep withdrawing the money like a bank in the way you say it but if they gave it to you then crack on. They certainly don't have that feature any more.

I've started watching the twitter activity and they are still actively responding. I think I have cause for more optimism. There are many people making first complaints but twitter is not awash with people going back again and and again saying they still have not received. Suggests refunds are actually being made.

However, they are definitely doing some shady things. Like with fudging the first bill on me - my previous.supplier final bill had a closing meter read of 7394. UP first bill had an opening read of 7329.
I noticed that and disputed it. They said it was the read given to us by the industry and if EDF think it is wrong they need to dispute it at their side.
I took that to EDF and they said this is crazy, we can see the submitted reading right here in black and white.
Took that back to UP and then they said oh yes, we did make a mistake. Here, we will fix that up for you.

That worked out to be about £25 worth of mistake. Funnily enough, the same value as the referral bonus.
I have absolutely no doubt if others actually compared their two bills from their switch then many more of the exact same mistake will be found too. It is such a hidden detail.

That and the way people have found their DD hasn't been cancelled after they have left...

It is just not right.

PennineAcute

I agree. When I left them last summer, I was around £60 in credit. I was billed on the 16 of every month and my first day with Eon was 3 July. When my supposed final bill came for the 16 August, it was a continuation bill as if I had never left, yet my online account was showing that I had. I had to kick off over the phone to get them to see sense, but all outstanding money was paid within less than a week.

With reference to my referral payments, the first payment was (no access to my online account any more) was around £900. It was me who created the referral post on this board, so my name was at the top. When I saw that this money had been credited, thought nice one, free gas and electricity for about 18 months. Then, within a month, it had shot up to just under £2500. I had not had a holiday for over 15 years. Messy divorce and ill health had put holiday plans on hold. I rang them and asked if they could transfer over £1800 (my thinking was leave in around £700 and free electricity for more than a year. They said yes and took around 3 weeks to transfer it. Packed my bags and went to Poland for a week (Krakow). Around 6 weeks after I cam back, my dog became seriously ill and I asked UP for the £700. Again this was paid in around 3 weeks.

I will add, then when I aksed for the £1800, I asked if my direct debit could be set to zero. They said that the least they could set it to was £5, so this I did. Of course, when I withdrew the remaining £700, it went back up to normal.

Then in early December last year, I noticed that EON (including warm home discount) were no longer the cheapest and saw that UP could save me around £80. Giving them a second chance, I signed up - but it all went a mess and I had to do all the chasing. It looks like I had a lucky escape. Saying that, Yorkshire Energy, who I am now with, have decided that I am £7.78 in debit, with no bills added to my account.

bristolleedsfan

7Phil wrote: »

However, they are definitely doing some shady things. Like with fudging the first bill on me - my previous.supplier final bill had a closing meter read of 7394. UP first bill had an opening read of 7329.
I noticed that and disputed it. They said it was the read given to us by the industry and if EDF think it is wrong they need to dispute it at their side.t.

Is true that switching out readings go to a third party within the industry for validation, when I switched Gas from Bulb to UP, this third party decided closing reading should be higher than it was, Bulb gained , UP lost out, first monthly statement following first monthly reading by me UP automatically refunded the difference as a credit to the account, opening reading stayed the same obviously.

https://www.google.com/search?client=firefox-b-d&q=meter+readings+validation

Following moving into property switching to Bulb 5 days later M.V.C decided switchover Gas reading should be lower than it was when I moved into property, no Gas having been used during the 5 days

I complained to both suppliers, British Gas who I had moved from agreed to accept reading that I gave so in that instance meter readings were changed as otherwise I would have paid for Gas used by previous owner. Bulb gave me £10 as goodwill having informed me that if readings were kept as they were I wouldnt lose out which was incorrect.

7Phil

PennineAcute wrote: »

With reference to my referral payments, the first payment was (no access to my online account any more) was around £900.

I certainly don't blame you for cashing in on the offer. If it's on the table, take it & well done especially as it came in a time of need.
I am surprised your story happened to anyone but that was in the early stages. It fits with a wider theory of UP being an elaborate scam and it is rolling through multiple stages. However, I am not one to dabble in believing conspiracy stories and have a hard time believing myself.

bristolleedsfan wrote: »

Is true that switching out readings go to a third party within the industry for validation,

Yes, I believe you entirely.There needs to be a way to have concrete acceptance of what the change-over reading was, and it's not feasible to send a person to verify the meter for every change. This system has to exist to replace it.

I was with UP for dual fuel. My industry electricity read was wrong too, too high. I knew because by the time I got the EDF final bill I still hadn't used the electricity they closed the account on. -- It was crazy high -- about 6 weeks too high!!!
I didn't see the point in disputing that, the same reading matched on both bills (EDF and UP). I knew it would balance out and in the first month I used negative electricity (go me!!)

In this case EDF win out as they sold me more electricity than they should have. UP loses in the sense they could have sold me that electricity. At the time: I thought I was even either-way (I did pay that electricity at the higher EDF rate but who cares) however now I find I HAVE lost out because I had to pay that electricity in cash when I left EDF. That cash is now effectively stuck as credit in my UP account.

Back to my point: I disputed the gas reading because if I didn't then I would double paid it because I was charged for it by EDF and UP.

Bizarrely - Prior to my start date UP asked me to report my readings and on the 24th of the month I told them my gas was 7378.
Then they go and set my start reading for the 1st to 7329.
BTW: My initials readings vanished from their portal when my start date came around. Another dodgy thing to add to the list...

I didn't care whether EDF match 7329 or Utility Point 7394 as long as it was the same on both sides. However, I did point out to UP that 7329 cant possibly be correct if the reading on the 24th was 7378... Buuuut they didn't sound like they thought I had a valid point there.

I must add: The experience with EDF there was exemplary. I was so impressed with the attention they gave me and how they handled my case on their side. I was only with them for a tiny bit. (I switched to UP after moving house and EDF was my inherited supplier).

Ohhh, that reminds me: My start date with UP was April 1st. (Is there an emoji with the gun to the head here somewhere???)

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.

TaniaH1

I would urge anyone to AVOID Utility Point. I was with them for a year and didn't really have much dealings with them - and yes - their rates were reasonable. The real issue came when I was changed to a new supplier via Look After My Bills.
I had over 200.00 credit with Utility Point at the time of switching. I got in touch with them soon after changing supplier to chase reimbursement and was met with excuse after excuse - at best. At worst, they just ignored me. My emails went unanswered and when I called them I was assured numerous times someone from the complaints department would get back to me immediately. No one did. It has been over 6 months now and I am still waiting for the full amount to be reimbursed. 6 months of me having to chase this and take time out of my working day to call and email. I am a computer savvy person who will continue to chase this on principle but I fear for other customers who may be elderly or just not on top of things like this who wouldn't know how to get their money back.
A pretty cursory search on the internet shows many examples of such treatment by other previous customers of Utility Point.
Disgraceful. Avoid!!