“My uncle who is not on line has just told me when NPOWER finished he joined you. Now his bills have increased 100%.
He is a disabled pensioner and hardly uses energy in his tiny bungalow as he is frightened to.
He has been paying you £80 each month for the summer months on a smart meter too.
It's only been reading 3p an hour!!!
What on earth is going on. He paid approximately £40 a month with NPOWER up until Christmas 2020.
I will contact his family asap as this is very disturbing.
Cheers Mr S Smith”
“Absolutely disgusting I signed my brother-inlaw up through the app and never received our vouchers they said itss because he received a phone call andd not the app this is twice its happened Rob dogs I'll not be signing anyone else up to this company”
“I haven't signed up with them but they send me daily automated voicemails (DAILY) as they are blocked. Can't get rid of them as the only way would be to agree to their service.
Absolute nightmare!”
“Why are fake four and five star reviews allowed on the site? The help and advice services seem frightened to challenge the suppliers also. The customers are left to deal with issues alone - often complicated ones, over many years.”
“1 Star is too generous. This company has been the bane of my existence since BEFORE I moved in. Before moving I attempted to change from Utilita to Octopus. Octopus said they couldn't as I didn't have the correct meter. Utilita then told me I had to be with them for a month before I could change my meter to a credit meter. I have been here over a year.
They also did not notify me of winter saver-knowing I am disabled. I was ignored when questioning. And if they did "answer," my questions, they would always avoid the actual question. They never ever gave me an actual answer. Always misread or misinterpreted on purpose.
They are expensive as well. They even cut my energy supply off without warnings I was low. When I reinstated it (thankfully I had 4G on my phone) about 20 minutes later, the dog *** app they have sent me 3 notifications. They were a week late. Their app also has been crashing lately. Can't even pay easily. I don't have a key or a card like most prepays-so a no to the post office as a disabled person.
This company has messed me around for too long. I am at breaking point with them.
I seriously, seriously urge you not to join this company. I PROMISE the 4-5 star reviews are from bots made by the company to try and boost the reality. (Companies are well known to do this btw) I cannot stress this enough as a vulnerable person too. If you are in any way disabled, struggle with mental health, physical health, money etc. DO NOT JOIN. And if you are moving somewhere that has them in place, you must try your hardest to facilitate a switch before they trap you. Just like they did my neighbour. He was overcharged constantly and kept trying to leave, even his current supplier said they couldn't do what they did. And he was not allowed to leave for over a year, had to get charity representatives involved to force them to let him leave. I know this will happen for me next too.
Please do not join. They are awful, evil, selfish, cunning and down right spiteful. Please listen to me.”
“"Complete rip off". Once again, they get you onboard and up go your prices. My electric has doubled in cost and i am topping up every other day while i wait for British gas to take me over. I would not recommend these con artists.”
“This is my horror story.
(Copy paste from a complaint letter to Utilita)
In about March a very nice guy came to my house, explaining that Utilita could install a smart meter and replace my old key meter for free.
They also explained that we could switch to any other supplier after the smart meter has been installed.
The person explained that it should take about 2 months to install the smart meter, and get it all arranged.
After not hearing from Utilita for about 1,5 months, not getting any status updates or anything, I called Utilita and asked them what’s going on.
They told me that they were extremely busy and they would ‘’flag’’ my account so that I could get higher priority.
I waited another month, without hearing anything.
I called again, and they said that they are really sorry and they flagged my account again (or something along those lines) and someone would contact me soon.
After this, I was getting sick of hearing the same thing over and over.
I created a complaint and received a letter about this with a customer reference number.
I patiently waited another month, until now, before continuing to try and get something arranged.
Nothing has been done with my complaint, it has fallen upon deaf ears.
Nothing has been done with my previous phone calls, despite ‘’my account being marked/flagged’’.
An electrician has now come to my house (unrelated to Utilita), to replace our fuse board and now our key meter is no longer showing anything on the LCD panel, however, the backlight is still working.
I called Utilita to get a smart meter installed. The same day I was told a technician would come out to my house to install a smart meter.
Later in the day, I received a phone call saying that they can’t get anyone out (despite saying they could) and someone would visit the next day between noon-3pm.
The next day (today), someone came at around 2 Pm and installed the smart meter. He told me that the credit that was on the old key meter could be easily switched to the smart meter when I called a certain number.
A red light is constant next to the ‘WAN’ on the router, indicating that It has trouble connecting to the Wide Area Network of Utilita.
The App is saying there is no smart meter on my property and prompts me to arrange an appointment to get one installed.
The little touch-screen hub that I received with the smart meter switches between ‘connecting’ and ‘not commissioned’.
I called up again, explaining everything that’s going on. The person on the other side of the phone line told me that they can get a technician out within 2 weeks.
He also told me that they cannot see the credit on the old key meter and they need to do something, something, something to read how much is left on it (honestly was getting too frustrated at this point and wasn’t listening anymore).
about 15 minutes passed before I called again, frustrated with the 2-week window. It’s too long, I won’t accept that. I hate being a difficult customer, but I wanted someone at my door within a week.
Can absolutely not recommend this company. If they offer to install a smart meter and switch to another company afterwards, just don't accept the offer. What you got right now is working and it's good enough.
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Currently trying to call them up, getting the 2 week window down and emailing another complaint letter to their company.”
“Horrible company not many of there numbers work iv tested positive covid and ask if could have my debt recovery rate lower from 35 percent to 25percent witch it said in letter they sent me and they just said no horrible company”
“The worst energy company in the world dont use - over charge and never return calls - ended up reporting to the ombudsman who confirmed that their customer service and billing was appalling”
“Pathetic clown show of a company!! 2 months to sort my energy!! App doesnt work! Emails go unanswered, was hung up on 5 times for asking for an english speaking operator!! Applied for warm home discount well within time frame only to encounter nothing but hassle when putting in details on all application options, (app, email, phone). DO NOT WASTE YOUR TIME AND DONT PAY ATTENTION TO THE SHILL ACCOUNTS PRAISING THEM!!! Absolutely pathetic customer service from a bunch of clowns!! Switching providers as we speak.”
“On some of the review sites, Utilita gets either one star and terrible, critical comments... or it gets five stars and absolutely glowing praise. Never two, three or four stars. What's the reason for this huge difference in customer reactions? (I'm giving one star for my experiences).”
“DO NOT PAY ON THE APP , Utilita is fully aware that the money will be taken from your account and not added to your metre you are then given a 3 week waiting period to get your money back so if you’ve put your last bit of money in you will be completely stuck with no electricity or gas , rudest customers service I’ve literally ever experienced honestly I don’t understand how this company is running”
“Just moved into a place with utiltia so I tried to get my payment card to make a payment and get my gas and electric going I've called 5 times each time no one has been available and I've waited on hold 30 minutes- 1 hour”
“I've had top-ups just disappear and never accounted for. Couldn't manually top-up either. Just vanished. I've asked what happened to the top-ups, but no explanation given after three years. I've had complaints in, but don't hear any more about them.”
“Forever tipping up my gas/electricity meter and the money not been added nor getting a bend code sent, customer service is shocking, can barley get hold of anyone when needed! Don’t waste your time with these”
“Hostile support, inconsistent requirements, and bad pricing. I've provided mortgage receipts, council tax receipts, and more, all as requested and Utilita is still refusing to drop the debt on the property from the previous tenant - it's been almost 10 weeks (and 35% of what I pay goes towards it). Customer services played ping-pong as the transition team sent me to billing who sent me back to the transition team - each was somehow frustrated at me for it (I gave the exact same query to both). Was told to expect a call back, never received one. Now likely having to go to lawyers to get an unbelievable amount of paperwork to prove ownership.
Do yourself a favour, save your time, effort, money, and stress levels - avoid Utilita.”
“Raised prices of electricity whithout any information sending letter before. even 100% per unit , customer service its only answer machine wchich never answer to you but only options to you many times, many rings,again and again .Prices for electricity raised 100% whithout any informations for me .So I decide to run away of that cheating company utilita customer servise are wrong only for top-up they are so quick but other means hv to listening stupid automatic lile music than swich to swich to other numbers of yor keyboard than they after 25 mins. send again for the same music It is stupid for me.even they are blocked my opinon ever”
“The worst energy supplier I have ever used. On 9th June 2021 I submitted my final meter reading in the moving out section on their website. It took a number of phone calls and 4 complaint e mails from myself before they finally sent me an e mail on 27 July 2021 confirming my final account balance.”
“Very poor customer service,I'm a priority customer,had my smart meters installed a week ago still not working despite been on the phone every day
Will definitely be switching”
“Very expensive company to be with. £40 in 4 days using economy 7 with no heating on is a joke. I honestly think my meter is at fault but utilita say it's fine . I'm on benefits and I cant afford this tbh”
