First Utility are the dodgiest company I have ever dealt with. They have made no pretence whatsoever about stealing my money - in fact, they seem quite proud of it. Once you leave them, they just refuse point blank to give you back any money they have overcharged you - they repeatedly lie and lie and lie again that they are in the process of preparing your final bill, all the while owing hundreds of pounds in overpayments. It's now been six months for me while they claim that this mystical final bill is being prepared. Don't go near them - you've been warned!
I made my switch to First Utility a few months ago after seeing them recommended on Uswitch and seeing that I would save a lot of money.
The first month was ok. Then I changed bank accounts and called them to change the bank details. I had to hold on for nearly an hour and then a representative made the changes for me. However, even though a direct debit was set up in my bank account no money was ever taken. I called the office which took up my whole lunch break but they couldn't fix it.
Then I started to get texts and letters saying I owed money. My direct debit was supposed to be for 83 per month but the first bill I had to pay due to no direct debit was 126, and the latest 306!! I paid direct using their system which is totally useless and doesn't really tell me if the payment has gone through.
Today I decided to switch account. It will cost me 60 Pounds which is well worth it to get out of dealing with First Direct ever again. I have paid the bills up to date and cannot wait to be free of them. If it was possible to speak to someone within 5 or even 10 minutes then it could maybe be resolved. But to wait 30 mins to an hour every time - life if too short and that is poor customer service.
I can't tell you where to buy your gas/ electricity. All I can say is don't go with First Utility. They are the worst company I have ever dealt with. They should never have offered cheaper prices without being able to back them up with good service.
I switched in November. The switch was not done correctly and my gas never switched. My direct debit was set at double what I had previously been paying, meaning my account was hundreds of pounds in credit. It was impossible to get through on the phone and if emails were responded to, the actions they promised such as changing the direct debit, refunding the credit amount or sorting out the switch of my gas was never done. My bills have never been on line so I have no idea what I have been charged for. I have switched back to another supplier and would never use First Utility again.
Awful company terrible customer service. I would never recommend them to any one other then maybe Satan who probably runs the company anyway given our experiences with them. Seriously though this company has caused my wife and I so much distress it is unbelievable. My last 2 hours on the phone highlighted there incompetence as they fully acknowledged that on 3 accounts they had failed to set up a direct debit and failed to get back to us regarding installing a payment meter. I was told that I would be put through to the line manage and receive an apology but instead was transferred to another service operator who had no idea what he was talking about and asked me if I knew the name of the last service provider I had spent 2 hours talking to. I was then put on to another person who like the last person again had no idea what they were talking about and no reference to the last discussions with the last two service providers. By this time I had made up my mind to hang up the phone and transfer my business to someone else who actually gives a shit about there customers. First Utility are absolutely awful and with out doubt the worst company I have ever had the displeasure of dealing with, I though British gas was bad but first utility make them look like amateurs in being rude and unhelpful to there customers. Save yourself a lot of grief and avoid this company at all costs.
I signed up to First Utility after getting favourable quotes on a price comparison website like quite a few people on here. I didn't think to Google them beforehand as I thought what can go wrong with electricity? How wrong I was!! I was sent an email saying my new direct debit was going to be 30% more than my old bill and 43% more than that suggested on the comparison website. All this before I even submitted a meter reading. I called immediately and was put on hold for 32 minutes. When I was next in line I was disconnected. I emailed and am still waiting for a reply, over 9 days later. When I have tried to call several times to query this increased tariff I was put on hold for 20 minutes and more, and subsequently gave up. I would not advise anyone to consider this company. They don't even honour their so called lower price promise and they are obviously making it as difficult as possible for customers to contact them. This has been the most frustrating experience I have ever had with customer service and that is saying something!! I have spent the last 25 minutes on the phone with them passed from one person to another to make a complaint. I have decided that it's best to leave the company now even if I am penalised, it's just not worth the hassle, and believe me that's all you will experience with them. Incorrect pricing, APPALLING customer service. AVOID THEM AT ALL COSTS. It is interesting that you cannot post anything on their Facebook page. They have obviously disabled the message facility. I'm not surprised as they know they will get a torrent of negative feedback if the reviews on Trustpilot are anything to go by. I am staggered that companies like this still trade. I am going to see if I can go on Twitter and get any further with my comments.
Dont be tempted by comparison sites, this company hikes prices after 5-6 months. I was with them for 8 months - the worst company I have dealt with - no one seems to be able to answer questions. Originally they failed to produce adequate bills so I could check why my bills were high, after asking for 3 months they still couldn't supply, with the excuse of changing their IT systems. I moved to another company 9 months ago and I am still awaiting a final bill. They have now sent an incorrect bill, on a spreadsheet concocted by one of their customer complaint staff. They had switched my rates 5 month & 11 days after joining and they expect me to pay a new rate for electricity of 146.8% of the original rate I joined with. They have no hope! Jog On!! Hopefully they will get their act sorted before they lose all their customers - but I wont be buying any shares in this farcical company. Lorraine Harrisskitt
Probably the stupidest thing i have ever done in my life changing from n power to these cheats. went on a price comparison site as N power were doubling my direct debit. First utility were coming out the best so changed over, so please tell me how i am using less gas and electricity than i was with N power but my bills are double what i was quoted ???? a ploy a lie to get us to change ? feel angry, let down, cheated and skint !!!!!!!! cant wait to get away from you !
Your current position in the queue is 52 - horrible pathetic customer service
Avoid at all costs - I wasted too many weeks waiting for the switch to happen from another supplier - costed me more money on hold with their customer service compared to what I was planning to save. Avoid like a plague.
ps : they said I'll hear back from them about the switch in 2 weeks, this is week 5 and still no account number or any letters etc - Yes I have checked my junk folder grand pa !!!
I have spent over 2 hours on the phone to customer services (not a free phone number) and I have had two emails completely ignored. I have not had a bill for 6 months! I have tried to change tariff four times without success. I have tried to resolve these issues multiple times with customer services without any success and have had no response to e-mails. The customer service is incompetent and I would not recommend first utility to anyone and I am seriously considering moving energy company. What s shambles....
Since Dec 2013 FU has not corrected our opening gas and electricity meter readings and issue bills with actual readings. Like others I spend a lot of money and time waiting on the phone line, but in Feb 14th, I finally got through to a Supervisor, [name] who promised that this issue will be looked into. FU Call Center Manager, [name] even left a message on my phone promising the same on that day. Unfortunately nothing has happened since Feb. In the meantime, FU credit control team continues to chase for estimated payments that are incorrect and even threaten to disconnect our supply and take us to court. We now only wish to settle the bills and move elsewhere as soon as possible. Don't join - it is a nightmare!
I call the customer service about my expiring tariff and I offered a new fixed tariff and I accepted but after few days they send an email that I am on variable tariff when I call the customer service they completely denying about my call for accepting new fixed tariff I send an email to them on 21st march 2014 with proof my telephone bill which shows the call lasts 32 min They send an email that they will respond in 2 days since then no reply (8/4/14) then i applied via internet to another fixed tariff but not get any confirmation I strongly advice the people please think thousand time before apply to them
Please stay as far away from this lot as is humanly possible I joined FU in Nov 2013. If I could go back to Scottish Gas I would move tomorrow I have tried for 4 months to get this lot to sort the problem with my electricity meter changed to the correct meter number I have phoned at least 5 times,e-mailed with the correct meter no and still no response. The Muppets that run this so called company still owe me 4 months money and I will continue to pursue the cash until I get it back meanwhile I have contacted OFGEM and hopefully I will get a result But please give this lot a wide berth
I do not understand a company who do not want you to pay your bills. We have a direct debit set up for the 28th of each month and it is coming up three months now when they haven't taken a penny from us even though I have emailed them each month, they just say that the matter will be passed to their finance department. We have only just recently switched providers and I don't know how we stand for switching again as we are not getting anywhere at all and before you know it we are going to have a pretty big bill building up.
I opted for V9 tariff in October 2013 and have only recently found that I have been on the the more expensive Everyday tarif since my last fixed rate period ended in October. I might have found the problem earlier but I have not had a bill since November 2013. I complained by e-mail and waited weeks for a reply. When they replied they did not answer my questions. I telephone several times and spoke with people who promised to sort things out. One person said a manager would ring me within a week - That did'nt happen. I eventually got through to a senior Customer Service person who did recalculate my bill and refinded me the difference - but still the tarif was not changed. I have telehoned since and spoke to other customer service people who have all promised to sort it out - but still not sure if it is sorted because the website still shows my last bill as November and tarif is not the one I requested. Everyone is very pleasant and helpful on the phone but the reality is that they don't do what they have promised - Lets see if the Chief Exec gets a bonus because he does not deserve one for presiding over this mess.
I switched over my gas and electric then found out my gas had not been switched it was still with my old supplier. After telling First Utility that they had not taken over my Gas supply they continued to charge me for it anyway I was then paying two suppliers. The people on their customer service team were on the whole nice people but didn't have a clue, eventually got hold of a Manager who was about as much help as a whole in a teapot I have now in the process of switching to OVO energy what a difference their customer service is they have checked beforehand they are taking over the right supply. This company would have to improve by 100% before I would go near them again.
I have sold a house that was my late mother's and had been empty for weeks during the probate period. I notified First Utility of the sale the day after it was completed. Nothing happened. Customer Service say there is something wrong with the account on the system, I'm passed from team to team, no-one seems able to take responsibility for resolving the issue ('nothing I can do'). I still have bills coming through and it is now 6 weeks after notifying First Utility. The call queues are excessively long - always! I've even been put into another long queue (42nd) to talk to another team. Would never willing use this company.
I signed up to these cowboys in December 2013, and summited my meter readings when asked, they instantly rejected my electric meter readings and fabricated their own with was over 1000 units more then my read, they then sent this to my old supplier eon, who sent me a random bill of £145, which I don't owe them. Emailed first utility first week in February with photos off my meter to prove my readings, they still havn't corrected this and eon are now threatening final demands ect .. because of first utility, I have phoned them 4 times and sent 10 emails - only 1 email was replied to, the people on the phones are useless and don't have a clue what their doing.
AVOID THIS COMPANY THEY ARE A BUNCH OF INCOMPETENT AMMATURES
After leaving this company in March 2013 I thought all my bills were paid untill I started getting emails in February this year I tried to contact customer service several times by phone and email to no avail! Next thing I started getting threatening phone calls from a debt collection company! I have today unwillingly paid this company £69.36 as I was sick of getting threatening phone calls every day! I have never been in debt in my life and found these phone calls very distressing but because I couldn't get in touch with this incompetent company I felti had no alternative other than to pay this amount! I just wanted to warn others to avoid this company at all cost as you will regret it if you join this company. In my opinion they should not be in business!!!