Problems with Utility Point?

greyteam1959

They don't answer telephone calls at all.
Online chat seems to be permanently closed & emails are answered....... about 3 weeks after you send them.
Says it all.

smem18

Competitive rates but I have never had so much trouble with an energy company as I have with UP. The past 11 years of dealing with energy bills I mostly am able to just switch when my fixed term with a company is up and not have to bother much with them in the meantime. But with UP I had constant problems. They lured me in with a very competitive rate and extremely low direct debit (even though I submitted actual useage in KWpa). The winter months were fine, but the low summer rate was far too low and I discovered that I was £450 in debit after a few months. I asked them to up my direct debit, which they said they did, then discovered 3 months later I was in debit for £150 again because they had forgotten to put the direct debit up as they had said they would. I've since had to keep making extra payments by bank transfer to keep up with the spiraling electricity costs.

Got that all sorted eventually then they emailed to say they were switching me to Neon Reef! I emailed back to say I am not happy to be switched without seeing the terms and conditions and tariff I am being put on to in advance. No reply. Tried emailing twice more (emails to both Neon Reef and UP) and still no reply 3 weeks later. Message them on Twitter this morning to complain and say no one is communicating with me, and they reply straight away to say I should "email Neon Reef and give them a chance, as their customer service is second to none". I reply on Twitter to say, "I did email them and have had no reply - not a great start?! I did not consent to my data being transferred to another company". ABSURDLY, they have now messaged back saying  "Please accept our apologies for the confusion surrounding your account. I can confirm your supply has not switch to Neon Reef and Utility Point have remained your supplier." So did they tell me they were transferring me to Neon Reef in error or what?

What on Earth is going on with this company? I have now been spooked anyway and will pay the early exit fee to leave them. I am not happy sending this company my money as I believe something very odd is going on behind closed doors.

Bacman

7Phil said:

• Why the £25 bonus is fake money: As long as the account is in credit greater than the reward value then the reward is never consumed. When people leave, the reward vanishes: "Upon termination of the Program or any portion thereof for any reason, or upon cancellation of a User's Utility Point account for any reason, any Rewards accumulated by the User are forfeited."
  - (23.2.18 - Utility Point Terms and Conditions, ver: 8 August 2019)

Your post (page 1) was an eye opener and a good post.

Neon Reef not only make it harder to get a referral bonus (as on their site) but also have a similar T&C (no surprise as same address, Directors, etc as UP):

2.18 Rewards are not transferable and may not be auctioned, traded, bartered or sold. Upon termination of the Scheme or any portion thereof for any reason, or upon cancellation of a User’s Neon Reef account for any reason, any Rewards accumulated by the User are forfeited.

The same, yes? You might get a referral bonus but when you leave they claw it back!