Utility Point wont give me my full credit amount?

Scottish_Princess

Please could anyone advise me what me legal standpoint is.  I have been with this company for over 12m  pay by DD, and recently discovered I am in Credit by £216.92.  The company are refusing to give me back a full refund.  Holding back 20% buffer + 1 months direct debit.  I have never not paid them and have nearly always been in credit.  Legally what can I quote to get my money back.  Having researched this problem, I find 'm not the only one who has complained about what I feel is a grossly unfair decision.  TIA

bristolleedsfan

Ask them why why they need a 20% buffer plus 1 months DD, ask why not mentioned in refund policy, if was me I would post 1 star review on Trust Pilot as they seemingly respond to those  https://www.utilitypoint.co.uk/refund-policy/

Scottish_Princess

I have asked them, and they wont respond.  They are wording it as "we advise our clients to leave a 20% buffer bleach bag.  I responded by saying thanks but no thanks I'll have my money thanks, but they are still refusing

Scottish_Princess

That was meant to end in blah blah.  

bristolleedsfan

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/claim-back-credit/claim-back-credit-from-your-energy-supplier/

"Your supplier might try to convince you to leave money on your account, but the decision is yours"

Point above out to them via Trust Pilot review. U.P facebook, U.P twitter or https://www.resolver.co.uk/consumer-rights/energy-supply-refund-of-credit-issue-complaints

Gerry1

Why stay with such a dreadful company?  Just vote with your feet !

Scottish_Princess

I know, but we live in the middle of nowhere, and not as much choice.  Plus the fact we are probably leaving this house, which we rent, shortly, so they will have to give us our money back the  They are interpreting ofgem rules to suit themselves.  Absolute disgrace of a company, and would not recommend

Scottish_Princess

I did quote the CAB response in my complaint, and they arrogantly came back and apologised for the misinformation from CAB!  They take their t&c's and Ofgems guidelines and put their own spin on it.  Disgraceful company.  If I wasnt relocating shortly, I would leave immediately.

bristolleedsfan

I would still complain via Resolver state that you cannot imagine UP being your supplier next winter and ask for £25 compensation for inconvenience, having to wait for own money to be refunded, time spent complaining etc, last year UP stated they would refund credit I asked for within 30 days, did not happen, after complaining they refunded immediately plus I got £15 compensation having asked for £25, I recently complained to Scottish Power unrelated issue asked for £25 compensation and received £25 compensation, worth pursuing matters

https://www.resolver.co.uk/consumer-rights/energy-supply-refund-of-credit-issue-complaints

naivanidacs

bristolleedsfan said:

I would still complain via Resolver state cannot UP being your supplier next winter and ask for £25 compensation for inconvenience, having to wait for own money to be refunded, time spent complaining etc, last year UP stated they would refund credit I asked for within 30 days, did not happen, after complaining they refunded immediately plus I got £15 compensation having asked for £25

Hi there and thanks for your advice. I have only been looking really but your advice really helps where to look when placing counter arguments to energy suppliers.

Swipe

They are a nightmare of a company, quick enough to take your money but damn hard work getting it back, even after you leave them. And they don't pay their late refund compensation automatically either, you even have to chase them for that. Anyone thinking of switching to them, do yourselves a favour and avoid this company at all costs.