“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.”
“Reading these reviews it suggests this company is a money grabber however in my case I owe them at the moment a few months ago they wanted to increase my payments but I asked them to put it on hold since then I am in debt to them
Phoning is no problem they listen to what you say and work with you
I am in the process of asking them to increase my payments in fact I am going to pay them the outstanding money I owe them
I find them very fair and no I do not work for this company for those customers who appear to have problems just explain you would like a line manager to examine your your account”
“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”
“Awful experience. Kept increasing my DD until last September I changed suppliers, UP owed me over £500, they didn’t dispute it but I kept getting fobbed off with excuses as to why they hadn’t refunded me yet. It’s now February, I contacted the ombudsman online a week ago, 1 week later not only did I get my refund I also got £60 in interest and £20 for ‘good will’.”
“Just one word - DREADFUL
I have told them endlessly I DO NOT want to switch to them. They have answered ONE email out of about SIX - then they don't seem to be able to read what has been written - unless of course it is just a generic reply. And they wonder why I don't wish to deal with them!”
“Could hardly believe it!! Checking my bank balance and was amazed to find Utility Point had repaid my £142.17. Good luck to all the others who are waiting for their money.
However thanks to Emily who dealt with Resolve escalation.”
“Cheap but make you pay high direct debit and won't pay back high credit built up. Numerous requests to get thus returned without success.
Worried they are using these credits for some other purpose.”
“Contract finished 6/12/19. Still waiting for refund of £142 despite the claim being escalated after being in touch with Resolve. Promised refund in 5 working days now 2 weeks and nothing. Claim to be an honest company so stand by your claim.
Phoning is a waste of time. After waiting 30 plus minutes on every occasion and get told the same story "being dealt with"”
“The company should not be allowed to take on new customer's, until they have resolved all there problems for the customer's they have a present.
They may be going bankrupt, they do not want to know if you are massively in Credit.”
“There is something dodgy about Utility Point. If you use this company make sure you are good at maths. Their tariffs are good but check carefully that your direct debit is correct for your usage. They amended mine upwards by 50% and it took several weeks to get it corrected as their email and telephone support is abysmal. So, don’t get into a credit situation as it will take you months to get it refunded. (Two months in my case)”
“It’s now three months since I terminated my contract with Utility Point and despite contacting them several times I’m still waiting for a refund of £294. Avoid this supplier at all costs”
“Absolute joke of a company, been waiting over 2 months for a refund that was going to be used for Christmas.... phoned them around 8 times and its been escalated 3 times to managers but still no sign of refund. Contacted ofgem who said they cant do anything until 8 weeks has passed once ive complained, only officially complained a week ago so another 7 weeks till they will get involved. They are very cheap but for the sakes of times like these where its impossible to get your own money back id pay that little bit more to go with a decent company. Im worried that this company is going bust so all of us will lose out on our credit, im cancelling my direct debit so they are forced to use my £200 credit balance......... frustration isnt the word with this 'company'”
“Avoid, they doubled my direct debit payment, refused to reduce it, now in credit over £600, since November 2019 been trying to get this back, when you call on hold for ages and then no managers to speak to, my case has been ESCULATED so many times but still waiting on refund. Nightmare experience avoid at all cost...”
