“Been trying to get through since 8:15 this morning and I'm either getting passed from one department to another and getting cut off or getting cut off before i get anywhere. Time to sort out your phonelines and hire more customer service operators.”
“Last night I checked my balance and looked to see my usage at the time, nothing was switched on and the smart meter was showing that I was using full energy when everything was switched on so I switched everything of by the plugs and I mean every plug in the house and the meter was showing full usage again it kept doing this for about an hour this was about 2.30am What’s to say utilita is doing this to every household to make more money. I would advise every customer to check their usage of a night just in case this is happening to them. It used 8p when everything was switched off. How can this be really not happy. I’ve checked this morning with all plugs switched on and hardly using any electric today.”
“spent 55 minutes yesterday on hold then got cut off, 23 minutes toady and gave up, being threatened with legal action because my monthly payments are going into their business use account and not domestic, at my whits end with listening to the same 10 seconds of music for 55 minutes, massive impact on anyones mental health listening to them spout on that they have an award winning app.”
“Inherited Utilita Energy as supplier, on purchase of flat at beginning of December 2021.
To date no account set up; still demands for a year plus period when I was not the owner. Gas meter is water damaged and unreadable. Operative attended, but was more concerned about a colleague having ‘clocked off’ with no other job allocated; whilst he had another two! Said could not change meter as did not have required fitting. Property only about 10 years old. Parked up after wasting my time. Remained parked up for an hour plus; as clear he was going to take his time to get to next job!
Despite many, many phone calls, 4 emails and letter sent by recorded delivery, still gas meter not sorted, still receiving demands for payment for period that did not own property. Have sent in (email and post,) letters from solicitor re property purchase. Still no account set up. Terrible, terrible customer service.”
“They are taking money from my credit at the rate of twice the usage, example electric used yesterday £2.25 money taken in excess of £5 i have emailed them to ask why? this is happening, no reply as yet, i tried to join the forum to ask if anybody else was experiencing these same issues, request denied by utilita apparently i did not fit the criteria, i have only been a customer for 10+years so whats that all about, i wonder why?that could be to many awkward questions maybe i guess, , this financial discrepency is not a one off i have for months been screen shotting my home page and usage, the financial discrepencies might only be small but boy do they soon mount up.”
“Utilita are the worst company on earth. I topped up my electric with £242 in a few days. none of the money went on to the meter. I tried calling these people 28hrs couldn’t get through. Customer service kept putting the phone down on me.
When I got through I was told I owe the meter £84.97 which went onto my meter. I asked customer service where’s the rest of my £158 gone. I was told I won’t be getting it back. And that there was nothing she could do. So I’m left with no money to fed my children or get to work. They’ve stolen my money, and left me hardship. I have proof on bank statements of the money I’ve spent. I’m taking this further I want my damn money back.”
“Absolutely awful service
All day we have been on hold to get in touch with them on the phone. No answer !!
Our gas has gone off and all my children are unwell
I just can’t believe how bad their service is.
They have promised us a smart meter months ago as still no sign of that”
“Absolutely disgusting service and takes them 2 hours to answer the phone absolutely shocking. We will be leaving this company soon. I don’t know how they’re up and running with a service so sh*t”
“From the very beginning, I've had nothing but trouble topping up. Mistake after mistake. Customer service is a pile of steaming turd. I've been charged £25 for a Power Up I've never received or even requested. I topped up £25 which was unsuccessful on the app, which took 2 months of phonecalls, emails and livechat to get back.
I'm currently sat here with no electricity supply, and the customer service and all other ways of contact is down. The stress this has caused me is unreal. I would definitely recommend steering clear of this cowboy company. I will be switching as soon as I can.”
“It’s absolutely frustrating how Utilita’s online website and app is down almost all the time. I have this problem every time I try to upload my meter readings, so I have to call them to upload my meter readings where they put me on hold for ages. So I end up paying late or just pay what they assume and decide. Its been over a year now and they still haven’t fixed their online website or app. It should be easy to simply upload your metered readings and pay for what you have used. But it’s really frustrating.”
“Sick of utilita absolute joke of company that hires incompetent staff!!!!
Literally spent 1hr on the phone as my electric was dying and no way to top up or accept EC and the whole time the advisor was lying to me saying that I was able to receive financial help while knowing the whole time that the financial department was closed… within the same week another incompetent staff member booked an appointment for an engineer to come out on the 4th April instead in get a call the day after saying they are on the way to my property??? Now I have spent 1hr30 trying to get In Contact with utilita in order to find out wth is going on?!!!!!!! If I could give minus I would, spoke to someone today named bee or some bullcrap who discriminated against my disability I’m moving immediately!!!!!”
“Useless, can't get my gas meter on and I phone them but they just say they can't help me with this, looks like me and the kids are in the cold tonight.”
“Very expensive. I pay £15 for a night and £15 for a day for my gas.i can't only work to pay for them. I will change with other company. I don't recommend them.”
“I am moving from a flat with utilita as my provider to another utilita property. I started to let them know weeks before. I either got passed from department to department or no answer. I move in one day and noone has got back to me! I've had to sign with another company today, other wise I'd have no gas or electricity. I'm disabled and classed as vulnerable, yet utilita did not care. I'm also losing what money I have on the meters too. Very angry and disappointed with utilita. You let me down badly. I've give this a zero if I could”
“Finally left this company after going through the ombudsman! Lied through their teeth had to record a conversation to prove things they completely denied to the ombudsman, bills were basically made up changed up and down by 100s of pounds each letter we received, everything they advertise is just absolute rubbish do NOT use this company ever!!”
“I wouldn't even recommend utilita to my enemy, bad customer service, staff seems to be forced to do the job. I wouldn't recommend utilita for anyone. A bad meter was brought to the apartment I rented and for months they couldn't do anything about. Called a million times and they would pretend to be busy while they intentionally ignore customers. I wish there's a zero rating. 👇”
“It would appear that as a company, you are totally inept at solving problems or dealing with requests. I have contacted Utilita by phone and email on several occasions to be told information I require will take 5 days to gather and send on to me. This never happens. Total disgrace. Never have I had to deal with such incompetence”
