Utility point won't refund my credit 18 February 2020 at 8:07PM in LPG, heating oil, solid & other fuels 6 replies 411 views

EAB2

Anyone else had problems with utility point?

I switched supplier in December and got my final bill about six weeks ago, but a dozen phone calls and half a dozen emails later, they still haven't refunded the £81 credit. 

They've promised to do so several times, but it's just not happening. There's no way to escalate and the complaints email just promises the same but still nothing. 

Swipe

Yes lots of people have reported this over on the energy forum:

https://forums.moneysavingexpert.com/categories/energy

Luciano_Cop

I switched away from them on the 8th January 2020 and must have contacted them 6 times or more to ask for the refund of the credit on my account. I was constantly being told it was with accounts and that it would be paid shortly. On the last contact I said I required a department name to cite in a small claims court. Not sure why this would have worked but the next day I had my credit. I did ask them on a previous occasion whether they were in financial difficulty. Obviously they denied it, but I am of the opinion that they are in some kind of difficulty and I would not switch to them if I was looking.

Hasbeen

Luciano_Cop said:

I switched away from them on the 8th January 2020 and must have contacted them 6 times or more to ask for the refund of the credit on my account. I was constantly being told it was with accounts and that it would be paid shortly. On the last contact I said I required a department name to cite in a small claims court. Not sure why this would have worked but the next day I had my credit. I did ask them on a previous occasion whether they were in financial difficulty. Obviously they denied it, but I am of the opinion that they are in some kind of difficulty and I would not switch to them if I was looking.

LOL. I think the gentle hint above your post was that this is the LPG and Heating oil forum?

You question would be more appropriate in the ENERGY forum that deals with Gas and Electricity. You will get more advice there. Just click on the big black ENERGY button above the 2 small blue subfolders. 

CRISPIANNE3

Luciano_Cop said:

I switched away from them on the 8th January 2020 and must have contacted them 6 times or more to ask for the refund of the credit on my account. I was constantly being told it was with accounts and that it would be paid shortly. On the last contact I said I required a department name to cite in a small claims court. Not sure why this would have worked but the next day I had my credit. I did ask them on a previous occasion whether they were in financial difficulty. Obviously they denied it, but I am of the opinion that they are in some kind of difficulty and I would not switch to them if I was looking.

Be like me and go via Resolver. I did this and got the refund in a few days. 

rmdalziel

This company have been holding onto £515 that I am owed. My contract with them ended on 9 October and I was promised it would be in my bank account within ten days. This did not happen. I sent an email asking why the refund of monies had not happened and have had conversations on their chat facility. Promises were made and broken, standard corporate replies to questions, they said problem had been escalated, then it would be dealt with ASAP. I asked what this meant - no timescales could be given on when to expect the monies owed to me would be paid into my bank account. I understand other customers have had similar issues - it really is frustrating and inappropriate for this company to treat customers in this very poor way and hold onto their money that is owed to them, which means they have to persist in making inquiries to ascertain what is happening with their situation

Mister_G

Raise a formal complaint in writing (recorded delivery).  If UP do not sort it within 8 weeks you can go to the Ombudsman.