Utility Point - Refund of Direct Debit.

Barry2Bats

How do I get Utility Point to refund me the £619.06 that they have owed me since August 2020?

I changed energy suppliers in August, and despite being patient and understanding during the current unusual times, I have telephoned and sent emails to no effect. Utility Point have been very pleasant over the telephone and by email, and have said they will pay me back my overpayments, but nothing happens. What do I do now? 

JGB1955

Have you had a final bill from them?

UnclaimedEnergy

Raise a complaint if you haven't already done so (you can be nice about it if you wish, but a complaint will be needed to get anything done with Utility Point). Then if nothing happens take them to the energy ombudsman.

Suppliers should not be holding onto customers money for 4 months, in any circumstances. For sure be kind to the customer facing staff, but you shouldn't let companies hold onto your money for no reason.

Because of the delay you should be entitled to compensation as well.

bristolleedsfan

"Suppliers are required to pay compensation automatically to the affected customer within 10 days of the breach occurring. If they fail to make the initial payment, they will be required to make a further payment of £30"

Customers entitled to automatic compensation for switching problems from 1 May | Ofgem

Country_adjacent

bristolleedsfan said:

"Suppliers are required to pay compensation automatically to the affected customer within 10 days of the breach occurring. If they fail to make the initial payment, they will be required to make a further payment of £30"

Interesting bristolleedsfan. 

I attempted to switch to Utility Point in September. They sent me a welcome pack and took a direct debit from me in October. In November I got another bill from my 'old' energy supplier. Over two weeks and a lot of stress later it turns out that Utility Point didn't actually take over my energy supply (supposedly because my old energy supplier was in the process of being taken over by someone else, but I think this is a poor excuse and in any event they should have contacted me). 

After an initial denial they admitted having taken the October payment. They promised me that this would be refunded within 10 working days but, unsurprisingly, this hasn't happened. 

I wonder if they would be due to pay me compensation as this is an energy switch gone wrong? I'm sure they will say they aren't, but perhaps it will help to motivate them to give me my money back. 

As an aside, this is the first and last time in my life I have attempted to change energy supplier. I've never tried before because I was convinced it would be a nightmare and sure enough I was right! 

bristolleedsfan

Country_adjacent  Quickest way of getting your money back is to ask your Bank to claim direct debit(s) back under direct debit guarantee, several U.P Trust Pilot reviews have reported this process taking couple of hours ......

CRISPIANNE3

Barry2Bats said:

How do I get Utility Point to refund me the £619.06 that they have owed me since August 2020?

I changed energy suppliers in August, and despite being patient and understanding during the current unusual times, I have telephoned and sent emails to no effect. Utility Point have been very pleasant over the telephone and by email, and have said they will pay me back my overpayments, but nothing happens. What do I do now? 

I got mine back by going via Resolver.  

bubieyehyeh

I just got my credit back 40 days after the final bill, after it being escalated twice, and missing their own target both times. They haven't paid the £60 in OFGEM mandated compensation, even though I explain that to them in my email.

Barry2Bats

Dear Forum members, thank you for your suggestions. I used MSE's Resolver and also raised a complaint with the Energy Ombudsman.

Today (2nd January 2021), I received a refund into my bank account of the full amount owing me, plus an extra £30. Thank you for your help. I am pleased with the outcome but still wish I didn't have to jump through all those hoops to get my money back. The hassle wasn't worth £30.

Swipe

Yes, just a pity Ofcom takes no action against suppliers who fail to automatically pay the compo

bristolleedsfan

Barry2Bats said:

The hassle wasn't worth £30.

UP appear to have its own spin a wheel landing on £0, £30 or £60, might be worth checking to see whether you are entitled to £60 compensation

"Suppliers are required to pay compensation automatically to the affected customer within 10 days of the breach occurring. If they fail to make the initial payment, they will be required to make a further payment of £30."  =£60
Customers entitled to automatic compensation for switching problems from 1 May | Ofgem