“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!”
“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.”
“been trying for 3 months to get a refund for overpayment after contract termination including escalation to the company CEO who refuses to answer me - that tells you a lot about the culture at this organisation.
customer service is a waste of time.
ombudsman complaint coming up next but what a drain on my energy and my time.
avoid.”
“I moved away from Utility Point recently, the new provider gave them our final meter readings on the first week of February. I have tried to contact Utility Point several times to get an update on my refund as the account was in over £300 credit but struggled to get through. I finally reached them on the first week of March and it turned out they hadn't even closed my account. I asked why, their response "we have only just received meter readings from your new provider", when I challenged this it transpired, they actually received them on the 3rd February. So they had not done anything for a month, until today when I finally got through. They are now saying they have issued a refund and it will take 28 WORKING DAYS, I have already waited one month. An absolute joke, avoid at all costs, once they have your money, make it near impossible for you to get it back.”
“This company is horrendous, to try and get through to speak to someone is a task in itself. They keep emailing me to ask for meter readings even though they have already been submitted online. I have email them 2 weeks ago, with a follow up email requesting a response.......I've heard nothing. Tried to call, after waiting 15 minutes gave up and put the phone down, I have tried to contact them via online chat 6+ times and "this service isn't currently available"
Email
Telephone
Online Chat
How are you actually meant to get a response out of these people ? Customer Service = 0 the 1 star is too much to give them. STAY AWAY FROM THIS COMPANY....”
“My contract with Utility Point expired on 3 December 2019. After countless emails and empty promises I’m still waiting for my refund and it’s end of February 2020. The only way forward is the small claims court. Very disappointing. MJB Chichester, Account UPD0071210”
“Moved suppliers and closed account with Utility Point with a £354 credit, however after 3 months of chasing, they still have not credited the money back. OfGem rules state they have 6 weeks to issue a final statement - they haven't even done that yet.”
“Very bad stay away
They pull you in with cheap energy promise and then up your debit.
I am massivly in credit but after 4 months of trying they wont give me a refund.
They have 200 pound of my cash and just say they will credit it but dont.
Im not the only one, read the reviews...
Please do not use...”
“Overcharges and then wont refund large amounts if money.
Ive been trying to get my 200 pound back from them for nearly 2 months now, they tell me they will credit me and they dont so i ring again, its just lies, just read the reviews its not just me.
Stay away bad bad bad”
