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Feedback on Utility Point

edited 30 November -1 at 1:00AM in Energy
649 replies 125.8K views
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  • edited 13 May 2019 at 4:07PM
    tk47tk47 Forumite
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    edited 13 May 2019 at 4:07PM
    ashe wrote: »
    Its quite frustrating that their website is slow to update the balance.

    Our statement date around the 14th of the month, we're now 13th May and our account on the website is showing a credit balance of £195, I asked for this to be refunded given our monthly payments are still on the "high" cycle and our usage is quite low and we'll be leaving them once they go back up again as it will be the 12 month fixed deal ending so there won't be any "debt" to build up again - they keep saying the statement issued on the 14th shows this balance is reduced by that months usage...so why doesn't the website show a balance which is previous balance less billed balance on the 14th? Seems like it will a always be one month out of date if thats the case

    The online account is updated as soon as the supplier has the required information.

    But I agree it is not updated automatically as soon as the supplier receives your meter readings, as some suppliers do. I guess they are cautious enough to wait and only use meter readings that are approved by the independant meter reading agency.

    As regards to credit, for example, this is updated on your online account almost as soon as it is received.

    Remember, you pay in advance for your energy, so your online account will always have a credit balance of at least 1 months payments (assuming you are paying enough to cover your usage)

    If you have not been billed for last month yet, then your account will currently show at least 2 months credit (on the same terms as above)

    Your monthly bill is the best place to find out the health of your account, as its shows the balance at the end of the month i.e. after you take account of credit applied (less payment in advance) and the cost of your consumption.

    If there is an issue with the level of DD, I found this supplier to not take too long, and adopt a sensible approach, to any complaint logically argued.
    - as I reported in this thread last Sept when the supplier tried to increase almost everyones monthly payment by £4.00 exactly for no obvious reason. :cool:
    tk47 wrote: »
    I've eventually received a reply from UP about my challenge to the DD increase.

    They have agreed they could find no justification for this increase and so have agreed it should never have been changed.

    Unfortunately, they were too late to stop the increase this month, so they took the extra £4 anyway :(

    To resolve this, they propose to take £8 less next month (i.e. £4 less than my previous, usualy monthly payment) and then revert to the previously agreed monthly payment.
  • grumpycrabgrumpycrab Forumite
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    tk47 wrote: »
    As regards to credit, for example, this is updated on your online account almost as soon as it is received.
    ...which can be a 3/4 days after the DD date.
    If you put your general location in your Profile, somebody here may be able to come and help you.
  • tk47tk47 Forumite
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    grumpycrab wrote: »
    ...which can be a 3/4 days after the DD date.

    ... Even longer if there are bank holidays as well as weekends involved ;)
  • gsmlnxgsmlnx Forumite
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    I reclaimed credit from Utility Point last month without issue.

    However I did ensure that my point was put across in such a way as to show that the credit could be returned without causing my account to go overdrawn at any time in the near future.

    I emailed them on the last day of my account month and told them that I had calculated that my bill would be x amount and that I would be in credit by £56 as at the bill. I asked for £50 to be returned and also asked for the direct debit to be reduced back to last year's original amount for the May DD collection.

    Two working days later, they agreed by email to reduce the direct debit and refund the £50. The DD was shown reduced in the portal that day and the credit was returned to my bank some 19 days later.

    So it worked out for me.
  • poppellerantpoppellerant Forumite
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    Noticing my account was in a large amount of credit this morning after being billed, I've asked Utility Point to refund me the best part of it. My reasoning is that I will have over summer to build enough credit for winter. Better in my pocket than theirs.

    How long do refunds take? I was told up to 28 days. :eek:
  • asheashe Forumite
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    Are you noticing from your bill or your balance shown on the website? As the balance doesn’t seem to factor in what your last bill says eg mine on website says £238 credit but they tell me my last bill wasn’t taken off that amount despite the bill going down when the bill was issued and going up when the payment comes out.
  • MABLEMABLE Forumite
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    How long do refunds take? I was told up to 28 days. :eek:

    Thats your answer then!
  • poppellerantpoppellerant Forumite
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    ashe wrote: »
    Are you noticing from your bill or your balance shown on the website? As the balance doesn’t seem to factor in what your last bill says eg mine on website says £238 credit but they tell me my last bill wasn’t taken off that amount despite the bill going down when the bill was issued and going up when the payment comes out.
    The account balance shown on the bill seems to match the balance on the website.
    MABLE wrote: »
    Thats your answer then!
    If only it was that simple...
    gsmlnx wrote: »
    credit was returned to my bank some 19 days later.
  • edited 17 May 2019 at 12:20PM
    gsmlnxgsmlnx Forumite
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    edited 17 May 2019 at 12:20PM
    @poppellerant

    I was also told that it could take up to 28 days when they confirmed the refund but it was only 19 days in actuality. I guess they were giving themselves some leeway.
    19 days is less than 28 just in case that wasn't clear from my earlier post so I received the refund earlier than anticipated.
  • poppellerantpoppellerant Forumite
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    gsmlnx wrote: »
    @poppellerant

    I was also told that it could take up to 28 days when they confirmed the refund but it was only 19 days in actuality. I guess they were giving themselves some leeway.
    19 days is less than 28 just in case that wasn't clear from my earlier post so I received the refund earlier than anticipated.
    Seems like 19 is the magic number then. :p

    I just like to know what is coming and going from my bank account and have always been weary of uncertainties.
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