Utility Point energy company - small claims court worth it?

Felics

Hi all, 

So a brief background on my situation. I was with Utility Point (UP) for just over a year and everything was fine. I was paying my DDs and strangely accruing a credit even though I was providing meter readings.

Anyways, a couple of months ago, I received an email from none other than MSE to check my energy prices as I was due for renewal and there were cheaper companies out there. I therefore switched, leaving c £300 credit on my UP account.

Great! - I thought. I can get this refunded. The missus will be chuffed!

So I raised a request for a refund on 10 July. UP noted that I would receive this in 10 working days. Lo and behold, by the 27th, I hadn't received this back so called up to ask about it. They noted that they will "escalate" the case so it is prioritised. I should receive the refund back in "5 working days".

I hadn't heard back from them so called again on 3 August. UP agree re "re-escalate" the matter. I'd have to wait another 5 working days.

By the 9th of August I had had enough and noted that I would be raising this to the Energy Ombudsman (EO). I had a little look at their reviews online and saw that 9/10 people were having the same issues RE refunding credit. Some nearing £1000.

I raised a complaint with the complaints department who said they would call me back in 3-5 working days but I have not heard from them (day 10). I have just called UP again today and the advisor was or little or no help. I relayed back to him I would be sending through a "Letter of Action" this week which is a pre step before the Small Claims Court (SCC) process.

My question is, is it worth it? Am I going down the right route on this? From what I hear the EO has no power to do anything and can only advise the company to repay the refund. Whilst I understand, technically this may be the correct route to take initially, to speed things up - would I be in the wrong by going straight to the SCC process?

Thanks in advance. 

brewerdave

Have you received a final bill from UP using the correct final readings that you gave to your new supplier ?? If not you don't actually know whether its worth pursuing as the credit may not be what you expect. Have you done your own calculations to check what your final balance should be ??

Swipe

I'd call their bluff and send an email to them telling them that you are bypassing the EO route and going straight to small claims if not repaid within 10 working days.

poppellerant

brewerdave said:

Have you received a final bill from UP using the correct final readings that you gave to your new supplier ?? If not you don't actually know whether its worth pursuing as the credit may not be what you expect. Have you done your own calculations to check what your final balance should be ??

This is also my guess.  I would also add that the amount of credit might have triggered a referral of your account to the billing team for them to make sure that the latest bill hasn't been generated with estimated readings before they refund you.  After all it wouldn't look good if they refunded you then tried to get back off you at a later date.

Felics

Yes final bill has been issues and credit is definitely due.

I've sent them an email stating that i will be pursuing through courts.

Guess I'll wait for 10 days or so before starting the process. 

The customer service is absolutely horrendous.