Utilty point are shocking. The bills are not easy to understand. They show the direct debit but also show the actual debt for that month. They frequently ask for a top up claiming your account is in debit. This happened to me several times. They asked for a lump sum top up of £160 and a DD increase. I was surprised at the debt amount and decided to leave. 2 weeks later I left them. Guess what, they now owe me £335.01 as overpaid. That was back in October 2020. Iam still waiting for the refund despite e mailing them and sending a letter by registered post. They want as much of your money up front They want your money in their bank before you have even used any energy. If only all businesses could run like this, most businesses have to wait a few days to be paid. Not utilty point, they want as much of your money in their bank and then they won't part with it when overpaid. It's ironic that they can increase your payment in the click of a button, the payment from us to them is increased immediately,yet in reverse it takes months. Well Iam still waiting. Yes you might get to speak to someone in a timely way when the pandemic is over but at the moment, computer says NO. Stick with the big companies at least they don't money grab.