Utilita Problem

bendipa

My energy company, Utilita are behaving like total morons. I'm on a Smart meter, which they insisted had to be fitted before I could have an account with them. This was done on the 1st Feb. Since then I've had a succession of estimated monthly bills way above what little energy I consume (about 8 -10 x the amount it should be). Despite this I've given them meter readings which they simply ignore. I've emailed them, I've written to them and raised a complaint but they continue to ignore any form of communication. I've just had a final warning threatening me with debt collection if I don't pay them. I've only paid them so far what's due, not the ludicrous amounts they are attempting to bill me based on estimates.

I tried contacting the Energy Ombudsman online, but they can't deal with this until July because my initial complaint to Utilita was dated 1st May, and 2 months need to elapse. Furthermore as I can't get any communication going with Utilita, since they don't respond to mail or my emails, the EO will not help me as they need a letter from Utilita confirming that no further resolution can be made about this issue. I recently emailed Utilita asking for such a letter, but so far silence. So it looks like any help from the EO will be thwarted.

The only other thing that seems left is to seek help from a solicitor, but I'd rather not go down that road unless I can recover such legal expenses from Utilita. So can anyone advise what else I can do before I find myself in a legal battle with this wretched company?

HHarry

I had the same non-response from Utilita.  They issued an incorrect final bill, and ignored all of my attempts to get it corrected.  They got to the point of threatening to employ Debt Collectors.

I couldn’t get a ‘dead-lock’ letter so just waited the 8 weeks and escalated to the Ombudsman.  Last week they upheld my complaint; Utilita have to produce a final bill based on my readings, provide a written apology and pay £40 compensation.

Just hang on for a couple of weeks, wait for your complaint to time out and then escalate.

bendipa

Thanks. I'm not sure about the deadlocked letter scenario, because as you know dealing with the EO is all online. So if they ask me whether I have a deadlock letter (still not received from Utilita as requested) and I tell them I haven't, the EO form might prevent my claim going any further, as not checking the correct box or giving the wrong response to a question automatically stops any further progress in registering a complaint.

dogshome

Deadlock letters are issued by Suppliers when there is an impasse situation and they want the Ombudsman's opinion, and once issued the Ombudsman can be involved immediately  - FRANKLY, THEY ARE AS RARE AS HEN'S TEETH THESE DAYS - Involving the Ombudsman costs the supplier money, and the supplier lives in the hope that the customer will get tired of argueing and just goes away.

Fortunately there is a fall-back position, in that if the supplier has not satisfied the Complaint after 56 days from the date it was made, the customer can involve the Ombudsman directly - It makes no difference to the end result

HHarry

The EO form just asks you what date you submitted your complaint.  If more than 8 weeks have passed it lets you continue.  It really is very simple.

Utilita are useless - you aren’t going to get a deadlock letter - so just wait for your 8 weeks and crack on.

[Deleted User]

I’ve been caught by these incompetent stitch up merchants, disgusting what they’ve been charging me (more than twice the market rate) and have blocked me from moving supply. Registered complaint with ombudsman but this will take ages to get final decision.
should i get a loan to pay the f***ers off and wait for decision?

dogshome

Wait for the decision - Utilita should not be chasing payment whilst the matter is with the Ombudsman