Cannot get through to Utilita - being charged late payment fees

Hello MSE peoples,

Would very much appreciate some advice here.

Renting, moved in on 29th of October.  I've entered my details & photos of meters to Utilita who provide electric & gas within a week of being here.

Since then I've heard nothing except I've had a bill addressed to "The New Occupier" dated 01 Nov - 30 Nov which shows "balance carried forward from previous bill - Debit" as £250.xx, electricity costs at £165.xx & gas at £0.00.

I've tried to contact them on several days trying to discuss why I have a £250 charge from when I wasn't living here & why there's no costs for gas but I cannot get through.  I've been on live chat for hours and when I get through to a human they advise I need to speak to someone, they call me, put me through to the "right department" then I'm waiting hours (literally with no response.  I've also been disconnected a lot of times.

A few days ago I've received another letter addressed to "The New Occuper" advising payment is overdue and they've increased the bill by £10.00.

I've tried going to their website and it's no use, since I don't have a customer reference number that appears to work so cannot log in.  

How am I mean to correect & pay the bill if it's impossible to get in touch with them?


  • Robin9
    Robin9 Posts: 12,132 Forumite
    First Post First Anniversary Name Dropper
    I guess the previous occupier never completed  the signing up and "The New Occupier" is not you but the previous occupier
    Never pay on an estimated bill
  • Mediocre_Dad
    Mediocre_Dad Posts: 5 Forumite
    First Post Combo Breaker First Anniversary
    edited 10 January 2023 at 6:17PM
    I've got through now after trying since 4:00, there's a surprise!  Apparently my tenancy agreement being sent to them will be able to knock of the £250 balance brought forward.   Does anyone know why they might have me down as having used no gas though?   Do they need to do readings before they're able to bill or something?  I have no idea how all this works 

    ...and disconnected again as they're putting me through to correct department ... I did ask before being transferred if he could call me back if the call drops, lets see if I receive anything!..  Tried calling back and their lines are closed at 5:15 even though they advertise as being open until 6:00pm.
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