How do I get Utility Point money back

PaulDesmond

I ignored advice and switched my supplier strait away. The good news is that my new provider is only slightly more than utility point going from £1,0040 to £1,56. I should have gone to EDF. I checked Sainsburys energy two weeks later and the tariff was £1,8050. GOOD MOVE.

However, my last statement from Utility point had me in credit £120.86. EDF sent an email on the 11th November stating.

If you left before 18 September
Your final closing account statement will show: charges from Utility Point up to the date you joined another supplier.

If you left after 18 September
our final closing account statement will show: charges from Utility Point up to 18 September; then charges from EDF up to the date you joined your new supplier.


Thing is I went on line to my new provider on 16th September but when was my switching point. I am billed from the 3rd October. I have never received a UP statement from 14th to 18th September. So when did I actually leave? 16th September or 3rd October. If I left after the 18th. Then EDF will want money out of the account. If so from what dates. If they do then EDF should pay me the difference back themselves. It still worked out better for me switching.

I did get this in the EDF email: If you want to discuss anything, call our Utility Point team on 0345 557 7878, Monday to Friday, 9am – 6.30pm. Will contact them on monday anyway but, which case do I fit into as the changeing date?

grandadgolfer

You'll get your money eventually might take a bit longer but you'll get it, less anything you owe so just make sure you gave plenty of meter readings and have a few screen shots

Gerry1

PaulDesmond said:

The good news is that my new provider is only slightly more than utility point going from £1,0040 to £1,56. I should have gone to EDF. I checked Sainsburys energy two weeks later and the tariff was £1,8050.

Best not to write them a cheque.  There wouldn't be any point ! 

PaulDesmond

The question is when is my change date. 16th September when I applied on line or 3rd October when my supply began. The difrence is who gives me the money back. Choices are

1. Utility point

2. The administrator

3. EDF

MWT

PaulDesmond said:

The question is when is my change date. 16th September when I applied on line or 3rd October when my supply began.

3rd October, when your supply began.

bagand96

PaulDesmond said:

The question is when is my change date. 16th September when I applied on line or 3rd October when my supply began. The difrence is who gives me the money back. Choices are

1. Utility point

2. The administrator

3. EDF

Your money will not come from Utility Point or their administrator.  UP is insolvent, they won't be paying credit balances.

EDF will pay your credit balance back, although it will take time as their priority will be sorting the accounts that did migrate to EDF. This is from the EDF Utility Point FAQ page Welcoming Utility Point customers| EDF (edfenergy.com)

What will happen with my credit balance?

Domestic customer credit balances are protected by Ofgem regulations and EDF will honour any valid credit balances that current and former customers have/had with Utility Point. Once a final closing account statement has been generated by Utility Point, we will transfer the balance onto your new EDF account, and this will count towards your future energy consumption.

If you switched to a different supplier before Utility Point went into Administration and have a valid credit balance, we will contact you to let you know how we will get this back to you – please bear with us as this may take some time. Please be assured we are working hard to return your credit balance to you as soon as possible.

Lollyrs58

Ive been waiting since 28 sept as i moved house. Im sick of ringing edf thru havent got a clue. They havent updated my address, they sent ne a bill for 23p, they send lots of emails welcoming me to edf. Ive had my final reading from utility point in december, raised complaint with edf - poor communication, poor advice, staff keep fobbing me off with date ill get the refund. Its now 5 months and still no refund to be seen. Lodged complaint with ofcom - i think they have deliberately left credit customers who didn't stay with edf to the last. Who is profiting from these huge credit balances ? 

Ive now said i want £5 per day compo for each day they leave me waiting . If they can deal with 200,000 transfers then the last 20k are deliberately delayed.
no phone numbers no communication they just dont care 
i work in customer service ive never treated my customers this way
im glad i chose to move supplier back in sept - 
itd time for re nationalisation 

MWT

Lollyrs58 said:

Who is profiting from these huge credit balances ? 

Ive now said i want £5 per day compo for each day they leave me waiting . If they can deal with 200,000 transfers then the last 20k are deliberately delayed.

Nobody profits, there is no 'huge credit balance', your supplier failed, your money is gone...

You are waiting for money that we are all going to pay in the end, so you can get back what you have lost, this is why the electricity standing charge has doubled from April.

Nobody is deliberately delaying things just to annoy you, and yes they have deliberately left your cohort until last, just like every other SoLR does the same as they want to focus on those that they have to get properly set up with their new accounts, DD etc. whereas those who jump ship straight away have a different supplier doing all that for them.

The great news is that you will get your balance back, the price you pay is you have to wait for it...

... oh..  re the Ofgem compliant and the £5 compensation/day, other than giving someone a little amusement when they read it, it will go nowhere.

Ofgem don't deal with individual complaints but they know that the SoLR process takes time and is dependent on administrators as well as the suppliers and they have no performance standards for this process or powers to make anything move any faster.