Dealings with Utility Point

Stomptjie

Anyone else having difficulty getting their money back when their acc. was in credit when they left.  Nightmare.

Swipe

Yes, lots of complaints on Trustpilot. You are not alone.

tk47

Stomptjie said:

Anyone else having difficulty getting their money back when their acc. was in credit when they left.  Nightmare.

When we left them last year, it took about 3 weeks for UP to produce our final bill (so well within the 6 weeks Ofgem suggest as acceptable). Our refund of credit was then in our bank account within 2 working days.

Did you cancel your Direct Debit Instruction? That seems to often be the source of delays as if you do that, they will not be able to promptly refund you direct to your bank account, unless you then give them your bank details again.

dali21

I have had problems in getting my refund.  Switched away on 6 January, final bill on 28 January only because I chased them.
Said they would refund my credit within 10 working days i.e. by 11 February.  Still no refund in my account.  Left my direct debit open for them all this time and only cancelled it today.  
You should count yourself very lucky if they refund you quickly.

CRISPIANNE3

I transferred to a new tariff with UP and the guy offered to refund £105.00 back to me. However when I spoke to them yesterday it can take 14 to 28 days to be processed.  I just love dealing with these minnows.

7Phil

I too am waiting on money to come back to me from UP. I am very concerned about it as well.

Streaky_Bacon

dali21 said:

I have had problems in getting my refund.  Switched away on 6 January, final bill on 28 January only because I chased them.
Said they would refund my credit within 10 working days i.e. by 11 February.  Still no refund in my account.  Left my direct debit open for them all this time and only cancelled it today. 

The "cancelled direct debit excuse" is a lousy one in the first place (for UP and any other supplier who uses it).

They should be doing everything they can to refund within 14 days. That doesn't mean waiting 14 days and then trying to refund via the direct debit and then doing nothing if it doesn't go through.

It means executing the refund by direct debit, immediately after the final bill is produced and then, if that doesn't work, doing a direct bank transfer, and if that doesn't work or isn't possible, contacting the customer to resolve the matter and/or sending a cheque out.

I note that there is nothing in UP's terms and conditions, or refund policy which states that you have to keep the DD open to get a refund.

Swipe

They are a bunch of clowns. If the DD has been cancelled, they will not try other means or even inform you. They'll just sit there waiting for the customer to chase it. Also, if you don't want to give them your bank details again, a refund via cheque takes 3 weeks. 

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.