“worst provider i have used by a long shot.
earliest appointment for an engineer in my area Bedfordshire is 6 MONTHS,
Do not answer phones, return calls, or reply to emails.
Still praying they turn up for my appointment that will be 6 months from trying to arrange.
Had an appointment booked a few weeks ago, took the day off work, they didnt turn up and when i called they hadnt even booked it properly.
Shambles”
“Worst company in the world, saying they're going to switch off my fathers supply due to him being in debt as they said he uses £326 electricity a month!!! He lives in a two bedroom house, and only watches the tv, he doesn't even have the heating on due to the prices they make up! My father can't work due to not being able to walk, has heart and lung disease. Which they clearly couldn't care less about as they send threatening letters and texts to a 60 year old man everyday! Can't get no help from online or through phone, all rude. That's if you can even get through. Having to get help from citizens advice due to the stress there are putting my father through, even Utilita have been told we are getting help, they still continuously threaten my father. I put a complaint in about this company over a year ago, and have heard nothing from the complaints department - wonder why.
Never go with this company. Reviews on Google tell all.”
“I moved home recently and filled the form out to request the refund of £192 balance on the meter was advised it would be with me within 14 days. its only been 9 n as of yet its not arrived although looking through the reviews I'm now panicking that it's not going to turn up now has anyone had a positive experience with the refund process if so please can you reply to this post much appreciated.”
“I'm still waiting for the 67 pound for January and February. I have spent 21 hours over 16 days on phone and live chat. Everyone I speak to tells me something different yet, according to them, none of them are lying.
But by far the worst was the agent today. I asked her how I was supposed to manage for the three weeks they are now saying it will take I was told that I "need to stop being so entitled. God will provide, I just need to pray.
Absolutely atrocious customer service. I will be changing providers as soon as I am able.”
“Have sent 4 emails with no response, cannot get through on phone, been trying for weeks, my Dec and Feb £67not added to meter and now I get a card delivered asking if property empty as no fuel being used, complete joke,I am going to see if I can switch company's .”
“Still waiting on a “welcome pack “ phone up about ten times to get the same answer I get there was postal strikes but they been saying this from when we moved in , in beginning of December we are In February now and still nothing customer service is atrocious very rude and not listening to what we are saying to them nothing but hassle how can it be this hard to sign up to gas and electricity company”
“Signed over to utilita because we wanted a prepayment meter an they said they would fit one within a week but then covid hit so we was left on quarterly even though when we phoned an told them we couldn’t afford it they told us to be patient..we waited 2 years .and now owe thousands because we didn’t have big amounts of money to pay monthly or quarterly and now they are forcing me to pay 35% back an each top up and I can’t afford it .I top £50 up an it’s gone in 2 days so somethings not right an when I ask them for help they tell me to try and find a scheme that helps with bills because they don’t have anything in place to write debts off even though I’m really struggling to eat and feed my kids aswell as heat the house .I’ve told them it’s effecting my way of life and that I’m vulnerable an is suffering mentally from it they just don’t seem to care ..i wouldn’t be in this debt if it wasn’t for them pestering my girlfriend to switch when they cold called at my door .absolutely shocking from a so called reputable company .I wouldn’t switch to them if I was you they will rip you off”
“I previously posted a negative review stating my 71 year old has been left without Gas for 4 weeks. We have emailed without response, we have tried to call you and spoke to countless people claiming they would help - including “Zara” from the cancellation team. 9 hours spent on the phone.
Tried again today and was 135th
In the queue!
Got down to 84th and they you cut the call.
We can’t even switch providers as you owe my mum so much money!
How can you run a company like this? You are a shambles.”
“Over an hour on hold anytime you want to contact them. Take money that doesn't go on your meter and you have to chase them for a refund. Meters and app have different balances. Terrible company”
“The smart metre is completely pointless and useless. It doesn't read the gas at all and the electricity never shows the right balance.
Complete waste of time.
The app never matches the metre amount.
Nobody ever EVER answers the phone. Overall a sh*t company.”
“Utilita have left me 4 days without hot water or heating! My supply is off and they have done nothing to help me get it back on!! I have a 5yr old child who I have not been able to have stay here as it is just far too cold! The worst suppliers I have ever been with!!!!”
“Absolute garbage, Over an hour wait EVERY TIME you call.
Communication is like talking to a brick wall.
They obviously don't keep records of customers or outstanding jobs/complaints because I have to go through the same hassle EVERY CALL.
Engineer no shows, Supervisors always 'in a meeting'.
English speaking sills worse than useless half the time.
App say answer within 5 working days, NOPE.
Web chat service- They just disconnect you after another 1 hour wait
3-months plus waiting for a basic meter installation.”
“They do not care about there customers at all .There prices have just hiked up tremendously how they expect there customers to manage i do not know .You put complaints in and they never get sorted .Waste of time company.”
“300£ every week top up no one answer no one help only people not professional just ask questions and not give a help 👎🏻 the worst company exist in London how can be how can essist this company for f… people everyday with 2 children at home one bedroom 1.000 paund a month more then 10000 a year shame shame I don’t stop writing to you until resolv this situations”
“I joined the company ocober 2022 as a pay as u customer .know i top up electric every week know they guys send me the bills i don't have any credit meter i am pay as u go customer how i pay bill even i am pay as u go customer
They r totally scammed company .know these guy generate my credit bill and eating my 67 pound grant government from October till know they Add my 67 pound in late payment which is 59 pound every month
I have to contact my local mp or council”
“Awful customer service support. I called utilita in December concerned that my prepayment voucher wasn't going to turn up. Waited an hour and ten minutes to get through to someone. Issue was resolved over the phone but now voucher for January still hasn't arrived. Again long wait to speak to customer service and issue wasn't resolved. I was told to wait for feedback from utillita and was advised this could take up to a week!. Completely incompetent. I don't know what kind of training their staff recieve but I wouldn't trust them to get any thing done. Completely unreliable. I was cut off mid call and had to spend another 40 minutes waiting to get through again. I still don't know when my voucher is going to get here. It's now the last week of January. They could at least give us some idea of when we can expect them. Appalling. Avoid utilita.”
