Utility Point wont give me my full credit amount?

bristolleedsfan

Having not chased them, today I received an email exactly 6 weeks to the day later (very convenient!!) saying my final bill has been done, remaining balance on my account has been requested as a refund, will refund to my Direct Debit bank account as soon as possible

Swipe

Boohoo said:

Maybe UP are on the ball now or I was just very lucky.

I think you were very lucky

bristolleedsfan

"Further to this email, our finance department are querying that according to the meter readings you submitted there was no consumption between 16/5/19 and 19/11/19. Can you please confirm if the property was unoccupied during this period or if there was no consumption for a different reason so that we can get the refund processed?"

U.P replied again within 2 hours

"Thank you for your email confirming this. I will note your account with this information to ensure your refund is processed"

danmoja

Awful company. 

I’m stuck in a mess with them at the moment, and we don’t seem to be getting anywhere.  The dreadful and deceitful ends they will go to to rip you off is incredible.

I submitted a meter reading beginning of July and had an email back confirming a credit on my acc of £290+ , and that a refund would be issued like I’d asked.  As the days came and went, I followed up and each time a different person confirmed the refund was on its way. On the 4th follow up im then told that actually, the 3 agents had calculated the figures wrong and that in fact I owed them close to £500, and that the said agents would be receiving training..What????

Thought this sounded dodgy that 3 agents arrived at the same figure but on mentioning a switch I get told I owe them money and can’t leave until it’s paid. Ive since  asked for a tally of all my usage costs vs payments - from the first reading to the last, but instead they sent me the unit costs of the 3 separate tariffs Ive been on during that period, along with my “consumption cost” but failed to break it consumption cost down by tariff - so It doesn’t help me much! I’ve Asked numerous times times now to no avail.  So all I have is simply that I owe them X amount and that’s that. Wouldn’t have thought twice about it being an underestimation Issue but finding  it strange for it to go from £300 in credit to £500 In debt, especially as they refuse to let me see how this was worked out. 

What I would like someone to advise on please, is how to get this moved forward? I need them to provide a calculation of consumption costs by tariff over a set period minus payments by me, leaving a figure of debt/credit but I’m met with silence. The last email waffle sounded a lot like a deadlock letter, so I’ve escalated upwards and I need that information for my case file  to the ombudsman. I received a letter with the ombudsman yesterday to confirm that my case is now with them, but I Still need for Utility Point to provide that information to add to my case file. Any ideas? 

Robin9

You can do a very rough calculation first
Take the middle of the tariffs you have been on and apply these to the whole of your usage.
1) You know the number of days that are involved - multiply that by the middle standing charge
2) You know the reading when you became a customer and the reading today - multiply that by the middle unit charge
3) Add those answers together and apply VAT at 5% - you now know the total cost
4) From your bank statements you can calculate the total payments
What is the differnce between the two figures ?  Is it approximately the credit or the debit figure. ?

TaniaH1

I would urge anyone to AVOID Utility Point. I was with them for a year and didn't really have much dealings with them - and yes - their rates were reasonable. The real issue came when I was changed to a new supplier via Look After My Bills.
I had over 200.00 credit with Utility Point at the time of switching. I got in touch with them soon after changing supplier to chase reimbursement and was met with excuse after excuse - at best. At worst, they just ignored me. My emails went unanswered and when I called them I was assured numerous times someone from the complaints department would get back to me immediately. No one did. It has been over 6 months now and I am still waiting for the full amount to be reimbursed. 6 months of me having to chase this and take time out of my working day to call and email. I am a computer savvy person who will continue to chase this on principle but I fear for other customers who may be elderly or just not on top of things like this who wouldn't know how to get their money back.
A pretty cursory search on the internet shows many examples of such treatment by other previous customers of Utility Point.
Disgraceful. Avoid!!

brewerdave

TaniaH1 said:

I would urge anyone to AVOID Utility Point. I was with them for a year and didn't really have much dealings with them - and yes - their rates were reasonable. The real issue came when I was changed to a new supplier via Look After My Bills.
I had over 200.00 credit with Utility Point at the time of switching. I got in touch with them soon after changing supplier to chase reimbursement and was met with excuse after excuse - at best. At worst, they just ignored me. My emails went unanswered and when I called them I was assured numerous times someone from the complaints department would get back to me immediately. No one did. It has been over 6 months now and I am still waiting for the full amount to be reimbursed. 6 months of me having to chase this and take time out of my working day to call and email. I am a computer savvy person who will continue to chase this on principle but I fear for other customers who may be elderly or just not on top of things like this who wouldn't know how to get their money back.
A pretty cursory search on the internet shows many examples of such treatment by other previous customers of Utility Point.
Disgraceful. Avoid!!

Have you actually had an accurate final bill yet ??