“Used the 'Look After My Bills' website to find the best and most cost efficient way to potentially change energy supplier. Was paying £112 via EDF for dual supply .. imagine my delight when Look After My Bills said gas and electricity supply via Utility Point was only £69 a month !! .... lovely ..for 3 months ... now I realise due to Covid19 we're all using more energy at home ..but I was more than disappointed to see my new DD at £154 a month ?? ...wth?? Outrageous .. wish I'd never bothered ... and will start today the arduous task of arguing this..”
“Utilty point are shocking. The bills are not easy to understand. They show the direct debit but also show the actual debt for that month. They frequently ask for a top up claiming your account is in debit.
This happened to me several times. They asked for a lump sum top up of £160 and a DD increase. I was surprised at the debt amount and decided to leave. 2 weeks later I left them.
Guess what, they now owe me £335.01 as overpaid.
That was back in October 2020. Iam still waiting for the refund despite e mailing them and sending a letter by registered post. They want as much of your money up front
They want your money in their bank before you have even used any energy. If only all businesses could run like this, most businesses have to wait a few days to be paid. Not utilty point, they want as much of your money in their bank and then they won't part with it when overpaid. It's ironic that they can increase your payment in the click of a button, the payment from us to them is increased immediately,yet in reverse it takes months. Well Iam still waiting.
Yes you might get to speak to someone in a timely way when the pandemic is over but at the moment, computer says NO.
Stick with the big companies at least they don't money grab.”
“Like a lot of complainers they have ran my credit up to £900 I have made 3 requests for refund, once being told its delayed because they asked for a photo of my gas meter and I have not sent it of course they had not asked for it, so I cancelled the standing order and they contacted me straightaway unfortunately I believed him when he said if I reinstate it I would be repaid faster
naturally I haven't had a refund I am now going to cancel the standing order again but not switch to see how much I can get back in power”
“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.”
“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)”
“Every time I submit a reading they still insist on giving us an estimated bill which is above our actual readings. We are still in Credit but they are now trying to add over £22 per month to our bill. Customer service isn't very good with long wait times and not very helpful. If it wasn't for the amount we would have to pay to move I would leave.”
“Do not allow then to increase your direct debits, customer service staff are not very well trained and are like insistent on repeating their side of the story. Not interested in the customers point of view”
“Absolutely terrible at issuing refunds. Now well over 20 days and still waiting to receive £180 back from them. Billed upto date and £270 in credit. We use around £35-40p.m (which we pay monthly) so that's plenty of credit left as additional. They had no problem saying they will refund it. They just don't do it. It has put me off UP for when I move house soon.
If this is your refund policy then you need to fix it pronto. It is totally unacceptable.”
“Joined utility Point 15/03/2019. Looked on comparison site 10/04/2019. Utility Point had cheaper fixed tariff. Wanted to charge me £60 to transfer. Phoned told it was a Ofgem Regulation.”
“We switched via a comparison website and all went well until about three months after the switch when our direct debit was increased even though we had been away for five weeks in that period and no gas or electric had been used. The same thing happened to other people we had recommended so it seems to be a ploy to entice you in. Very disappointing.”
