“Every thing from the day I signed my contract then when I left overcharged by£400 final bill the worse company I have had dealing with in 20 years will never return to them.”
“Utility Point highlighted the DD payment agreed is not enough to cover usage. Agreed to increase several fold over, took action. To find a letter threatening debt collection agency, and to place me on a more expensive tariff.
1) Action was taken when issue highlighted, maybe earlier notification would have been more practical.
2) To threaten with debt collection agency when plan agreed and executed on is harsh.
3) If I was in dire straights, I would be placed on a more expensive plan...you cant afford it so we're going to charge you more for the same service! Shouldn't it be how can we help you, and the cheapest tariff is...”
“I've been waiting for 2 and a half months for a credit refund. I've messaged and emailed multiple times but keep being given empty promises. I'm sure if I cancel my direct debit they would be in touch straight away. Not good”
“Utility Point rejected all my meter readings and tried to increase my monthly bill by 300% to an absurd amount. After calling them repeatedly they told me they had no records of any of this.
In the end I switched to a new supplier and they tried to charge me £60 for cancelling early.”
“I was overcharged on consecutive months and phoned up to rectify, I was told money would be returned within 10 working days (not ideal) after 12 working days I still hadn’t received my money back and didn’t get it until 18 working days, almost 4 weeks. My account remains over £450 in credit but they won’t refund until my contract is up despite my bills reducing due to summer. Terrible service.”
“My bills went from £68 to over £500 a month for 3 months due to and I quote “a computer glitch” I was told to make an indemnity claim and then ring up and pay for those 3 months. I did this but for some reason they didn’t take the payment. Dropped my bills to £68 then increased to over £300.
Awful customer service each time I ring the amount I owe and the reason for owing it changes depending on who I speak to.
Awful communication between departments apparently you can not be transferred to a different department once on the phone, you have to hang up and ring again. (Always a long wait)
Asked for the recorded phone calls so I could see why payments I made over the phone weren’t taken and they sent me recordings of voice messages they had left me on my mobile!
Very unprofessional and unhelpful company. Will never use again.”
“Increased direct debit even though I was in credit. New supplier is going to take 48 pounds. Up taking close to 80. I'm 650 pounds in credit and requested this back 70 days ago. Apparently it will take 60 days, but that's only if you don't then decide to go with another provider. Then they can add days on and still ask for meter reads 20 days after yoy start with the new provider. Still waiting.... would never use again.”
“They can't process refunds as they have too many to do.
I had been with Utility point for 12 months and was building up a large balance on my account. I asked for a refund (£300) and was told it would be 8 weeks! So I arranged to leave them & go to another supplier. Within minutes, I was telephoned and persuaded to stay and that they would process my refund - Still nothing. While it may be in their terms of business, this is causing me concern that they persuade you to stay and still keep holding on to your money.
I called just now and was told nothing could be done to speed up the refund. I sad that I would take to social media to spread the word but that made no difference.
I will not be staying with them next time -”
“The worst utility company I have ever had to deal with. They do not like my Gmail address its the only one I got.
If I phone you have to wait 40mins.
At nearly 70 years they want me to crawl on gravel for a reading.
Last time I looked it is not smart anymore.”
“Don't get in credit with this company as you will be fighting a losing battle trying to get it back. I asked for a refund of my credit and was told it could take 2 months. Explained I needed it to pay an emergency bill, and renewed my contract with them, but they did nothing to help except keep telling me it will take up to 60 days to do a 2 minute refund. Asked for complaints procedure, was told in so many words that it wasn't worth complaining as I will just get told the same thing that I will have to wait, so basically don't bother. Appalling treatment of customers. Cheapest supplier but for a reason. Avoid.”
“The worst service I have received from this company since August of last year the biggest mistake I made transfer to them over charging every month and tried to stop me moving to another company to get better price and service don't answer my e-mail.Kept on the phone for hours with no satisfaction very bad supplier”
“This company is clearly going down the toilet. They switched our electricity only supply to Neon Reef on 5th Feb 21 - promised to refund credit balance to bank account in telephone call last week.
After querying why they are still raising bills on UP account, they have today emailed to say the credit has been sent over to Neon Reef - IT’S NOT YOUR MONEY TO SEND!!!!
Atrocious customer service, they don’t even acknowledge when a complaint is made.
Will be escalating complaint to the Energy Ombudsman at 8 week point as they are keeping ££££££s of customer’s money (bad enough at any point, but during a pandemic when many people are struggling is horrendous).
Just ridiculous the way they are treating people. Their directors should be locked up.”
“Evil company. Supplied a new house I moved into and blocked transfer to my supplier 4 times based on nefarious claims about being in arrears. Impossible to get hold of and just want to keep you against your will. Avoid at all costs”
“After switching supplier December 2020 I have been waiting for a refund of over £300. Despite several email exchanges and empty promises the refund has still not been made. So many complaints have been lodged against this company I have doubts about it's viability.”
“Disgrace of a company. Supposedly took over my supply yet somehow cocked that up and still charged me for 3 months energy that I didn't use. Am in the process of trying to get them to refund the monies that they owe me. Have sent several emails and was on hold for over 30mins this afternoon but no-one took the call. Still no refund. AVOID! AVOID! AVOID!”
“DO NOT USE!
DO NOT USE!!
moved into the new property tried to switch suppliers but was blocked. Spoke to one the advisors and was told everything is sorted and can continue with the switch just to find out they have blocked me again! Tried calling back the office but lines were closed due to pandemic, tried using online chat as per automatic message advise but no one ever replied! Despite several attempt of contacting them i how now received a bill after over 6 months and asking me to pay late payment fees!!!! When I never received any bill till that day. Tried calling but lines are over 30mins wait so emailed them asking for answers to my billing which I never received!! Scam not a company
AVOID AVOID AVOID”
“Avoid avoid avoid this company please do research and belive the reviews before signing in so recently received a visit from one person working for UP decided to switch to them, however after a few days and within the 14 days cooling off period decided to call them to cancel my application, they said they will and there is nothing I have to do on my side even contacted my old provider to say I don't want to close my account and want to continue to be their customer, UP didn't cancelled my application and closed my account with my old provider against my will, they are now saying I was out of the cooling of period because the first email sent to them was outside the 14 days and simply ignored the phone call which was in the cooling of period and ignored my will completly, and they went ahead and charged me AGAINST MY WILL without even sending me a customer reference number, basically they kept me as a customer by force, I did notified the team in time tried to get hold of them but customer service is non existent, please people read the reviews and don't switch to them if I could I would give 0 stars!”
“Disgusting service, been waiting since January for a promised refund. They never reply. Just issued a CCJ for the refund amount that they confirmed and also interest and compensation. Hope more of you do this to these charlatans!”
“I switched from UP last December, nevertheless they put me on another UP account with incorrect readings and a debit balance. After I complained they agreed with my calculation which resulted in credit of £50 and promised refund within 10 days. I'm still waiting for refund. They have failed to reply to my latest request for payment. Glad I switched to a different provider.”
