Utility Warehouse

claret-hammer

Hi,i'm still on d/d but have cancelled their budget plan, so i only pay for what i use, i joined them November 21 so my next bill is end of December, so going from start last November 2021 to this Novembers payment for October i have added up all outgoings and all that as gone in and i'm 71.05 in credit,but they say i'm 4.00 in credit-pretty simple maths to deduct all total bill monies from all i have paid in. not getting any help from them emailing, they just pass the buck and someone else replies.

Mstty

claret-hammer said:

Hi,i'm still on d/d but have cancelled their budget plan, so i only pay for what i use, i joined them November 21 so my next bill is end of December, so going from start last November 2021 to this Novembers payment for October i have added up all outgoings and all that as gone in and i'm 71.05 in credit,but they say i'm 4.00 in credit-pretty simple maths to deduct all total bill monies from all i have paid in. not getting any help from them emailing, they just pass the buck and someone else replies.

If you shared your full calculations someone might be able to help explain it or confirm it.

EssexHebridean

UW’s customer service is shocking. If things can’t be explained by those here once you have given the detail, then I suggest raising a formal complaint with UW as your next step. 

As general advice to anyone looking for a resolution on a complaint to UW - my route was as follows: Once they have then failed to deal with that in a couple of responses (be wary of them announcing that they’re closing the complaint before it’s resolved, too!) then start making the last line of each email you send something along the lines of “as it is becoming clear that you are either not able to, or are unwilling to resolve this matter, please now issue a deadlock letter so I can take it straight to the Ombudsman.” They gave in and issued the letter on mine in around 5 weeks. 

From the start ask for a named complaint handler to deal with the matter - they won’t do that, so you can include that in your ombudsman evidence. 

Ask that email chains are maintained - again, they won’t do that, so another thing for the Ombudsman evidence.

For ease - copy each email sent and received into a word document as you go along, then you have a single document with the full dialogue to include to the Ombudsman service. 

The Ombudsman already have knowledge of UW’s “unorthodox” (investigating officers wording!) billing set up, and were extremely uncomplimentary about their customer service too, when my matter went in front of them. 

Alnat1

Have you factored in the VAT? I believe UW strangely take 5% off your payments as VAT rather than charging it on what you use. Would this make up the difference?

claret-hammer

These are spot on, even the lady on the phone added the bills up, and came to same result........

paid gas n lec up to 30th oct 1684.33   inc 136 payment   bill 1613.28

nov 1.46  dec dec 7.40e  23.78 g  jan 7.64 e  31.57 g  feb 254.87 e    27.29   march  80.61 e  25.70 g

april 110.70 e  67.95 g   may 96.86 e  32.15 g   june  111.36 e  4.59 g   july 87.48 e  23.90 g

aug  113. 19 e  51.46 g   sep 125.71  e   87.23 g   oct 99.46  e  50.52 g  nov 57.90  e   32.50 g  for oct goes out end november

total bills 1613.28   deduct out from the in  1684.33 = 71.05 in credit

elec 72754 to 73199 used 445 units  =154                                 gas  10338 to 10399  used 61 units nov  =73.46  toital for nov =227.56  goes out end dec

  so 71 in cred     out dec 227.56            in  71   -66--     165   = 302   minus 227.56   leaves cred of 75.00
includes standing charges-end December they want 165 off me 

claret-hammer

Alnat1 said:

Have you factored in the VAT? I believe UW strangely take 5% off your payments as VAT rather than charging it on what you use. Would this make up the difference?

Yes all bills are total charges

FindMyWayBack

Are these calculations done from readings and not estimates? Also they will be a month behind and your DD a month ahead, if you follow