Need advice re utilita owing me money

zoena1978

I left utilita on 5/2 to go to edf. From being on smart meter to paying edf via direct debit. I didn’t realise the change had completed and continued topping up utilita meter to the tune of £191. I rang them on 26/2 to state this and requested a refund. I’d had an email saying it was misdirected payment and that they’d send edf the money, however I said no, I didn’t want that I wanted my money sent back to me.

they agreed and on 26/2 the man on telephone said he’d put it through (as a cheque) and I was to wait 14 working days to receive it. I waited 16 working days and rang to be told I’d need to wait a few more days. I emailed as well stating all this. 

Five weeks now and I’ve had nothing so I tweeted utilita who messaged me and the story so far is I shouldn’t have been told I would get a refund, that they have no access to my meter / payments now so it’s edf who has to request the money.. I have screen shots of my top ups as well and two people via their call centre confirmed the amounts and that I’d get my refund . (Are calls recorded?) 

what am I supposed to do, quite frankly furious over all this and id never use utilita again! Help. Thanks in advance. 

DoaM

How are top ups made? Via debit or credit card? If yes then you may be able to initiate a chargeback ... I'm sure someone will be along shortly to confirm or deny this suggestion.

zoena1978

I topped up using my debit card using utilitas online system? 

DoaM

zoena1978 said:

I topped up using my debit card using utilitas online system? 

Therefore the chargeback mechanism will be available. Whether there's a chargeback reason code in this scenario I don't know.

zoena1978

Those are my payments AFTER the change over is it worth ringing my bank?

DoaM

That's £171 not £191.

You need to ask them ... I can't tell you how they'll respond, sorry.

zoena1978

Yeah realised that, my adding up sorry! 

born_again

DoaM said:

zoena1978 said:

I topped up using my debit card using utilitas online system? 

Therefore the chargeback mechanism will be available. Whether there's a chargeback reason code in this scenario I don't know.

I would say no. As it is possible that the credit has been used. OP. Are you still on a pre payment meter, just pay via DD instead, or are you on a standard meter tariff?
Has the OP contacted EDF over this.
Might also be worth asking 
https://www.ombudsman-services.org/sectors/energy
To get involved, or at least confirm who is responsible.

DoaM

It was you I was thinking of when I made my first reply in this thread.

DoaM said:

How are top ups made? Via debit or credit card? If yes then you may be able to initiate a chargeback ... I'm sure someone will be along shortly to confirm or deny this suggestion.

zoena1978

I’m on standard dd tariff now. Utilita are saying edf should have access to old meters to confirm it went on, edf are saying it’s utilita that should know this info.
Honestly feel like I’m going round in circles.. edf however are appearing to be far more helpful and pro active than utilita. My bank will do a chargeback but will need evidence and I have no written evidence other than utilita claiming they initially couldn’t see my top ups and I’d be referred to the misdirected payments team, however at least two phone conversations utilita confirmed I had paid them when I shouldn’t have. 

My official change over to edf was 05/02 but I topped up via the utilita online system till 26/02. I’ve not changed like this for years do in all honesty was clueless as to what was supposed to be happening. Either way somebody owes me that money?! As I’ve paid edf via dd for that period also?

zoena1978

I feel like both company’s  however arent entirely sure what’s supposed to happen, meanwhile my money is in limbo after being told twice by utilita they’d send me a cheque?!