Supplier blocking switch by refusing to allocate a payment

jesshove

I am currently a customer of Utility Point but two weeks ago asked to switch to British Gas. However Utility Point blocked it on the grounds that I was in debit.
It is true that I did have money owing at the time,  but I had assumed they would take it by direct debit as with all their other payments.
However, as soon as I found out this was not the case I paid immediately and in full by bank transfer.
I have checked all the bank details and account reference were definitely correct but they have still not allocated the credit to my account with them. I also phoned my bank and they said the transfer was successful as far as they could trace it.
It is impossible to phone UP as they have suspended their 'customer service line' and my emails remain unread and unanswered
Any ideas of how to resolve this would be very much appreciated

Gerry1

Send them a formal complaint via snail mail and get a free Certificate of Posting.  Go to the Ombudsman upon receipt of a deadlock letter, or after eight weeks if they don't send one.

bristolleedsfan

jesshove said:

It is impossible to phone UP as they have suspended their 'customer service line' and my emails remain unread and unanswered

 Quickest way of getting a response from UP as well as from many other companies is to post on Twitter @UtilityPoint

lessonslearned

@jesshove When was the last time you had your monthly payment increased by them? 
If you did have it increased, that's their way of handling the debt on your account. 
It is true that your outstanding balance generally has to be under £200 to switch without objection. 
However, in some cherry-picked cases, they would allow the customer to switch first and then set up a payment plan after the final bill is produced. 
If you've cleared the debt on your account, send a tweet tagging them as suggested above, to remove objection so you can switch. 
Once you get a clear yes from them, call your new supplier and ask them to re-attempt to take your supply.