Feedback on Utility Point

merchcon55 wrote: »

As the majority of posts on these type of forums tend to be far more negative than positive, I'll take the time to post a positive post.

I've been with Utility Point since April 2018 - never had an issue with them.

Any time I needed adjustment to Direct Debit, quick message on Facebook and handled right away.

I left in mid-August for Symbio (electricity only) as the rate was around £100 less per year, but the U.P. renewal rate offered was highly competitive.

Final invoice was produced within 2 weeks (27 August) with a credit of £45. This credit was in my current account on 3 Sept.

I would have no hesitation going back to Utility Point if needed.

Like you, we have also just switched from UP to Symbio, due to our fixed contract with UP coming to an end and Symbio offering us a cheaper alternative than UP could for the coming year.

I wouldn't say we have had no issues, but it really isn't the disaster some MSEers are trying to make out either.

To those affected by an unjustified request for a DD increase, refer back to my earlier posts (posts#149 onwards in this thread) and you will see if you follow the MSE guidance given here,
https://www.moneysavingexpert.com/utilities/lower-energy-direct-debits/
many people found that UP will resolve the matter, without anyone having to create a crisis over it.

When we came to leave the supplier last month (about 3 weeks into it), we provided our closing meter reads to UP at the same time as we provided tham as opening reads to Symbio
(I know we didn't need to, but it was only a few more clicks of the mouse & keyboard)

There was no attempt to block us from switching, but we did receive a courtesy call (as well as a 'sorry you are leaving' email) to ask why we were wishing to switch supplier. We explained it was due to the higher cost, and UP agreed their tariff cost had gone up.

But we were surprised to receive our regular end of month email request for meter reads. We replied saying you've had the final reads for the last day you supplied; you will get no more readings from us. That email response went unanswered. (Not a biggy for us)

However, on Monday morning, we noticed that the regualr monthly payment was collected from our bank account. As payments are in advance (and we estimate a small credit would be on our final bill anyway (bearing in mind we paid August in advance at beginning of month, but only got supplied by UP for about 3 weeks of that month), we fired off an email compliant. It was answered later that day, apologoising for the latest collection, and immediately repaying us the monthly amount direct back to our bank account. It may not be technically the correct way to resolve a DD issue, but it worked for us, and was possible as we have not cancelled our DD mandate, because if our calculation is incorrect and we do end up owing UP a small amount on the final bill, they can collect it.
UP also set our DD monthly payment to £0.00 pending the final bill, which as all suppliers say, can take up to 6 weeks. You can see this Dd amount via the online account. They cannot use the meter readings we supplied for final billing purposes, as they must have them from the data collector who will also verify them.

So Tuesday was equally concerning when they produced a monthly statement for the whole of August. They had used the meter redaings we had provided in week 3, and estimated some readings until the end of the month. They also charged us standing charges for all days in August, despite not supplying us every day of August.
So another email complaint fired off. That too was responded to later that day. They apologised again, cancelled the incorrect statement for August (so the account balance has gone up again) and say they will now wait to produce the final bill (as they need the meter readings from the data collector and don't have them from the data collector yet)

So not without issues. But the issues we have had have always been quickly and saisifactorily resolved.

No need to make a mountain out of a molehill.

We, too, would consider them again in the future, but only if the price is right. Sadly, I doubt it will be right again whilst they are dishing out referral monies to the spammers, but we'll see.