“I was a customer for a year, Utility point kept insisting to increase my direct debit...which they did even when I queried its increases, I've been chasing £750 credit on my account now for months. They still HAVE NOT paid me back...excuses after excuses...told my account is scheduled for repayment...waited more weeks...now being told that its been escalated again and I have to wait another 3-5 days for someone to respond...No phone numbers to call... Disgusting. I DO NOT recommend this company...seems I'm not the 1st to have this experience.”
“Moved onto another energy company nearly 10 weeks ago as we all do leaving behind temporarily a credit of £500. Having waited over 6 weeks, the usual energy sector script, for them to pass to their finance department i was then told it would be back in our account within 10 days. 10 days is here and still not in our account. I chased and was told it will be returned 'in due course' who does this company think it is. UTILITY POINT IT IS NOT YOUR MONEY. have read lots of other reviews and when it comes to returning money that does not belong to them you have your work cut out.”
“Hi held 2 accounts for 2 of my different rental properties. Bith my accounts are in credit of more than £300 each leaving me in credit of £600. I had requested them several times to reduce the direct debit amount about 8 months ago... they objected my switch as they made an error with my bill and kept my account in debit or £300 later realising it to be in credit of £270. I have enough email proofs where they aren’t responding to any of my emails. Just ignoring them to delay refund of my monies. On 1st October when I spoke to someone they said they will be refunding £319 for my other account and no monies into my bank account. Later called them to follow up their offices are closed due to lockdown... all small rooms big businesses are working from home & providing customer service over the phone apart from this fraudulent company.. seems it’s going to go bust as there are maximum number of customers who have same issues. The article in guardian too says they do no reduce the direct debit amount no refund monies.. worst company ever... never received any referral monies too.. just a marketing tactics... bunch of fraudsters... do not opt for gas & electric services as they are definitely not cheapest and not good with customers monies. BEWARE OF ROBBERS & FRAUDSTERS”
“Hi held 2 accounts for 2 of my different rental properties. Bith my accounts are in credit of more than £300 each leaving me in credit of £600. I had requested them several times to reduce the direct debit amount about 8 months ago... they objected my switch as they made an error with my bill and kept my account in debit or £300 later realising it to be in credit of £270. I have enough email proofs where they aren’t responding to any of my emails. Just ignoring them to delay refund of my monies. On 1st October when I spoke to someone they said they will be refunding £319 for my other account and no monies into my bank account. Later called them to follow up their offices are closed due to lockdown... all small rooms big businesses are working from home & providing customer service over the phone apart from this fraudulent company.. seems it’s going to go bust as there are maximum number of customers who have same issues. The article in guardian too says they do no reduce the direct debit amount no refund monies.. worst company ever... never received any referral monies too.. just a marketing tactics... bunch of fraudsters... do not opt for gas & electric services as they are definitely not cheapest and not good with customers monies. BEWARE OF ROBBERS & FRAUDSTERS”
“Terrible customer service both on phone and on the web chat.
The direct debit amounts do not reflect in any way the actual usage and they seem very reluctant to change them.
The only people who reply to are the "collections" team.”
“They are one of the worst companies I've had to deal with.
They increased my monthly direct debit to such a high amount , that I was in credit by approximately £500.00 by the end of my contract. They obviously kept the money in their account rather than reducing my standing direct debit.
They don't care about their customers. I would not recommend them. Be warned !!”
“I am £326 in credit but they will only give me £146 back as they hold a percentage back. I was told on 11/08/20 that it would take up to 28 days to be refunded. It is now day 29 and I haven’t been refunded. I have worked my ass off for years and they are holding MY money to ransom. I had to make 2 calls to ask why I hadn’t been contacted by the care team only to be told that they ‘understood’ and would ensure that I was contacted the following day. Still no response. If you are in credit don’t expect to get your money back without a fight. Thieves!!!!”
“Sadly a poor customer experience from start to end. Utility point in effect want you to pay a month in ADVANCE. This means the most expensive month, this they build up in part by making it look like you are in arrears on your bill.
Once you leave they will break ofgem rules and take their time in refunding. You will need to point out to them they need to pay the ofgem £30 fine.
I can not recommend them. I suspect I will need to complain to ofgem to get this resolved.
They owe me just shy of £200, so beware of their sharp practices.”
“Buyer beware. I was switched to this dreadful company by Flipper as flipper had indicated that they would be cheaper than my previous supplier. Was happy with them until they decided my usage had been underestimated by mistake and upped my direct debit TWICE, to more than my previous supplier British Gas -who according to Flipper were more expensive?!
Whether underestimating is an issue or whether it’s out-right deceit, I’m still in the process of finding it as I'm the process of escalating to the ombudsman.
At first after having provided a meter reading to get a final figure so i could leave them, I was told I had overpaid and I was owed £300 which I would be getting back in a few days, which I wasn’t surprised by as I had been paying more than what i paid British Gas. Half way through I had a call from the their collections department and was told that apparently the previous agentS (3 Separate agents, 3 separate emails In black black and whitel!!!) had made a mistake and actually I owed the Company £500! I then asked the agent to work out my usage over the period I was with them and tally up the costs and she failed and had to keep me on hold for 45min whilst she tried over and over again to arrive at a figure, only then to come back with a totally different figure to before - completely plucked out of thin air!
I then I asked the agent to email how she’d arrived at the figure, she said she would and I’m still waiting...2 days later! I am bewildered that they’re been given a license to operate!
In the same call I asked to lodge a subject access request to which I was met with “we’re an online company", which she seem to believe somehow excluded them to abiding by the same rules as everybody when it comes to customer data!
It’s a company of rip off merchants, do not sign up to them! And if you have any issues with them, don’t be put off, escalate upwards! They cannot be allowed to run riot ripping off and turning the lives of their customers upside down and getting away with it. The ombudsman and watchdog need to be made aware. Don’t give them your cash, you’ll regret it. Beware!”
“Generally UP is doing well, I can't read as to what will happen in future, so far so good and I hope they will improve their phone call handling as I am about to renew my contract for the next 12 months.
Mohamed in Highgate.”
“Utility Point owe me more than £400. I first asked for a refund over two months ago, and despite a second request I have still not been refunded my money.”
“Still waiting for a refund and while I do.. I warn everybody about them. If I can stop them doing this, then I will be happy.. I'm currently communicating with BBC watchdog and also trading standards.”
“Don't go with this company took me 6 weeks get my refund of 239 I'm still in credit of 93 n no way I used 93 ingas elec in a month when iget my final bill I'm going make them wait f it over6 weeks every one try out fox the market .com.far cheaper n good service ntarrifs I changed to them. Keep away from utility point”
“Don’t use this company as they’re money grabber! Very awful! They not giving your refund! I’ve been waiting 3 months for my refund still nothing! They said £75 is small amount of money but why the heck they can’t refund it! I worked hard to earned my money to pay them and now I worked hard to refund it! We need to report this company so no more to victimised again! They don’t care even you and your family starved to death! PLEASE DON’T USE THIS COMPANY FOR YOUR FAMILY SAKE!!!”
“I left Utility Point at the beginning of February 20. On 5he day I left I gave them final reading as well as giving the new supplier start readings. I have since received 3 emails asking me for final reading, each time it only stimulates a request for final readings. If the want them I suggest from now on the come tp me and take them. Useless customer support.”
