These people will change you to a higher tariff without emailing you or contacting you. You need to be on your guard. Don't use these thieves, they never email you back ! I changed my utility through uswitch and they still didn't stop the last direct payment. Couldn't log into my account to get the last final bill - they'd closed my account, I'd recorded my usage upto my transfer date and so should know exactly how much I owe them. They owe me money and trying to chase to get it back, but they won't reply to emails. I called them and waited 2 hours only to be disconnected again !!!! They are crooks and Ofgem need to get a handle on these thieves. Jay
I contacted FIrst Utility on the 4th January as they had increased my direct debit without any notification, which made me incur bank charges of £30 for going overdrawn. Today (7th March) I received a response and the offer to reduce my payments as they hadn't raised a bill since September. I've switched to a cooperative and obtained a fixed rate deal for the next 3 winters. I sent in monthly readings to First Utility, who did not use my electric readings as they were so low...perhaps it could be the solar panels and the fact that I live in a sustainable house with low energy needs. My total fuel bills are under £200 per year but this company thought it would be wonderful to up my direct debit to £75 a month. I guess it helps their profits. I anticipate the next battle will be a return of these monies owed...... Steer away from them as you can end up paying way too much for fuel you don't even use.
This website is a farce. Cannot login to submit meter readings. Try to phone to give readings but get stuck on hold. And even worse, 9mths ago I changed payment from my wife's direct debit to my own. First payment came out of my account and that was the last. Phoned them every month since and been assured that issue was resoved but no payments come out. I have to pay manually when I manage to login to website. I even phoned and cancelled my D/D and started a new one but still no joy. I dont know what else to do. I have even contacted them on website explaining issues but no response after initial acknowledgement about a week later.
After purchasing a new build house in 2010, the developers had already set up the electricity with First Utility. At first I thought they were brilliant as I had a Smart reader for electricity and had a gas one installed shortly after. All was working well for about a year when the gas meter stopped working. In the past two years, I have contacted them numerous times to ask if I can get it fixed as the only way I can give a meter reading is to call them and wait in a queue for up to 90 minutes!! Their website won't let me do it online as it says a 'system error.' They've had this error now for two years. If I email the reading the just ignore it. On their website they suggest texting the reading to them but give no number. The first couple of times I contacted them they said an engineer would be in contact with me as soon as possible. It's been two years now !!! On the fith time I was told that they were waiting for the government to agree on a universal smart meter that can be used with any company and not just First Utility. The woman I spoke to told me I would be at the top of the queue to get mine fixed and even convinced me into changing my tariff (I can't believe I was so stupid) to a fixed one that, If I now want to leave before 2015, I will have to pay a £60 fine!!! She told me I would have my new meter by December 2013. Still waiting...They now only charge me for the supply of gas which means I am going to be hit with a whopping great big bill if they ever finally pull their finger out and update my account with a meter reading. To summerise. They have the worst customer service I have ever had the misfortune to experience. They don't respond to emails, and lie to you on the phone. Avoid at all costs as they are not worth the small savings you will save as you'll spend more money in telephone calls trying to get through to them and therapy sessions to deal with the stress!!
I logged into my account this morning to discover I owed First Utility £1400 out of the blue. My monthly bills are normally no more than £100, so this came as a big shock. When I called up I was told my bills from the day I had signed up with in April 2012 had been recalculated and that my actually bill should be around £290 not £1400. I called up again to ask a few more questions and was told that my bill wasn't £290 - they are unsure why I was told that, and the amount due was in fact £1415. I was told that something had gone wrong during the billing process, so all my previous bills have credited been recalculated leaving me this balance. I was refused the opportunity to speak to the billing department about the error and just told that a manager would call me back within 72 hours even though she said they are unable to give me anymore information than what I have been told... so what the point of the phone call is I really don't know, but we shall see whether they call or not.
I was offered a payment plan of £100/mth over 12 months - however seeing as the bill covers 21 months, I will be insisting that I pay it over 21 months - assuming the bill is correct - which I doubt it is.
Feb 2014 - I have seldom if EVER got through to these people on customer service line also they DO NOT RESPOND to emails although eventually you will get a smarmy catch all excuse sheet letter from some ejit up the command chain - everything was going swimmingly as they came out very competitive with each comparison website but last year suddenly all my information about previous usage etc just disappeared from my online account - I pay monthly by DD and beacuse my partner checks the current ac and i check busines accounts we did not notice also that no payments were being taken for Nov Dec and Jan - LO AND BEHOLD WE GET A HUMOUNGOUS BILL WITH COMPLETELY BAFFLING LIST OF CUST, EST, READS -I was doing online readings every month end only to find they had changed the reading date THEY CHANGED THIS TWICE IN A SHORT PEIOD - they really are AWFUL at customer service - I emailed them four times (could NEVER get thru on fone) to tell them I wanted a payment schdeule as they eventually after over three months sent me a bill for 520 quid - I did not want to pay that all at one - guess what, they ignored me! they took the money anyway - I am changing via the Big Community Switch to Ovo - FINE UNTIL YOU NEED TO TALK TO THEM - NIGHTMARE to deal with them direct - I am leavinh them asap - ALSO they lost all of my usage records from three years of using them - they are in meltdown mode
I tried to switch electricity and gas to them. Gas went through OK. There was an erroneous transfer of the electricity because they picked up my neighbour's meter number. I have been trying to resolve this since October. They tried to bill my neighbour for at least four times more electricity that had been used and threatened to cut him off. I have spent hours on the 'phone, because each call takes about 90 minutes mostly in a queue. I sent a written detailed statement (that they obviously did not read) and nothing happens except more dunning letters. They are incapable of moving anything forward.
Having closed my account, they made no effort to contact me to remit the £361 credit balance. Online statement is "for information only" so I assumed they would send me my money as no action was called for. Apparently I have to ask/beg for the money rather than them automatically sending it to me. Phoned in - took 5 attempts as I wasn't prepared to join a queue of over 40 - final attempt was "only" 24 long so I waited the 20 mins. No apology for having to hold on, no apology that they hadn't proactively contacted me to return the funds, no attempt to compensate for waiting time and lost interest and, unbelievably, no knowledge that the issue of refunding credit balances on closed accounts had had such a high profile in the government and press only last week. Then they said I should wait 15-20 days to receive a cheque - despite them having made free with my bank account when it comes to taking the monthly debit. After toing and froing with the supervisor, I will apparently receive my funds in 7 working days but they don't know whether by cheque or by transfer - pretty sure by now that I won't see the money in that timescale.
The website is a mess. As a new customer, I received an email asking me to submit my first gas and electricity readings. Should be no problem. have done this over the years with EON, BG and NPower. FU offers me the option of SMS or website. For SMS, it says, log in and insert your mobile number into your account, You will receive a text to which you can reply with your readings. Inserted my mobile number and waited...and waited... Never mind, try the website. Click on 'meter readings' and the icon goes round and round.... Try elsewhere in the website and it sends me back to log in again. Eventually after a long struggle and many revs of the icons, I manage to input my readings. No confirmation that this has been successful. Has it all been wasted time? Has my change to FU been a big mistake??
Left them at the beginning of December when I moved house. Gave final meter reading at the time and got final bill in January. In December I emailed them asking them to transfer credit on my account back to me, no response whatsoever. Phoned them mid January, it took them thirty five minutes to answer the phone, they confirmed the credit and advised they would send a cheque out. Early February phoned to chaset it as hadn't recieved anything, another 30+ min wait. Was advised they world resend it urgently. Late Feb phoned again (slightly better 26 minutes wait this time) as still nothing to be told that 1 day after my last call they decided they were not going to reissue it as it had been sent before. No one called me to confirm any of this.
During this call I managed to get it refunded through BACS which landed in my account a week later, 3 months after I first started chasing it. Was happy I had finished dealing with them.
That lasted two days as on 3rd March they sent an email saying I owed them £420 and the payment was over due. This despite me paying a final bill and closing the account the months earlier. When I log back into the account there are no bills or mentions of this anywhere. So another long wait to call them tomorrow.
Take the companies initials as their customer service philosophy and avoid them at all costs.
After trying to submit my meter reading and not being able to enter all the digits into the text box I was prompted to contact First Utility but was told to log in. I have no log in details and there was no option to sign-up or reset so I called. On hold for half an hour and didn't get through so emailed my issue and my meter readings.
No response, chased up another 2 times and still no response so no option but to cancel my direct debit. Either it prompts them to get in touch with me or I get free energy! Either way I guess I win!
I moved my elderly parents in law to fu about two years ago in an effort to save them money. I have been emailing them every month with meter readings and ensuring that funds are available to meet the resulting bill. I submitted a meter reading at the end of October as normal and the money was collected mid November. However the last parent in law died 1 November and the house has been empty since. I cancelled the dd and told fu what the situation was, gave them a meter reading in early February and asked for the bill to be emailed to me as usual and that I would pay it immediately. Instead they estimated the bill at £136 and are now threatening my deceased father in law with breaking in and disconnecting the supply! They want to see the death certificate and details of the next owner. I tried calling them many times to discuss but told i am 40 plus in the queue-sorry but I am not going to spend my time waiting to talk to these morons. They phoned me once but clearly unable to cope with any situation off-script. So FU (appropriate initials) if you are reading this, the house is empty, you have the last meter reading, sent me a bill (and it can only be tiny) and I will pay it and I hope never have anything else to do with you as long as I live!
First Utility owe me £311 and haven't refunded it since I left them in October. Emailed but no reply. Called but was placed 56 in the queue so decided not to waste more money on phone calls. Wouldnt have been in credit at all had they not out my Direct Debit up in the summer despite not needing to do so. Very poor.
Brilliant website and accounts environment with a good level of interaction and feedback regarding usage and billing. Accurate too! Cheap! I haven't had to call for anything yet but based on my experiences Would Recommend! Switching was seamless and I love my low and accurate bills!
Disgusting customer service, company has no abilities to resolve probelems at all. Takes an hour to get through after 7 phone calls still not recieved a correct bill however, have had a visit from a debt collector demanding payment of a bill that doesn't exist!!! Promised a resloution and they would be in contact within two days over two weeks ago.
To switch to this company ( on line) was the only thing this company has set up for. When I needed to change direct debit, I had to phone the office ( as no option was available on line, despite this company proclaiming it is mainly internet based company).This was November 2013, when I spent several times long times queuing to get to someone there, but I had no other option. To wait for phone answer exceeds always 1/2 -1 hour, already in November 2013 you are informed though that they expect very high number of phones and queue takes much longer than usually but they intend to recruit more staff in the near future...As no option was there, once I had to sustain to wait until I got answered. By then I hoped the direct debit was set up. In January 2014 I received first threatening emails because my balance got into debt ( in the past, I always kept in credits with other companies, so it was with First Utility in November 2013, but despite setting direct debit with my new bank, which records show this dated 12.11.2013, the First Utility must have done something wrong and/or the assistant whom I waited n phone in early November 2013 must have ignored about direct debit, simply the company did not charge me anything after the reset of direct debit, instead of it I started to receive threatening emails about not paying them...( Unfortunately you have an overdue balance on your energy account which you have failed to pay..... Failure to pay us within 7 days will result in your details being passed to a debt agency to commence further recovery action.... Please contact us immediately on 01926 320 712......If you ignore this matter, court proceedings may be issued without further notice....Your dedicated team of First Utility). These surprising emails brought me to find out on my own, that since November 2013, already in January 2014, there was an option to set up direct debit on line, and I did use it, in belief that this will suffice.( I did set up variable direct debit, which - as said on their web page, can pay any outstanding balance, and that I can remain in piece till next bill). This seems does not work, as since then I received several threatening emails again and again, urging me to get in touch urgently with their office. It goes without saying, that I sent already many emails, tried to phone many times ( today I was 45th in the queue, and waiting till 8pm found me that I waited till the office lines got closed), I sent many messages via their www page with 'receipt generated reply' that they will get back to me soon ( yet, during January I did not receive any customer focused message back, no reply to my query, no reply to my complain, no reply to my disability to get in touch from my side, with no reply them to resolve the situation, in which I am very sure, the faults aren't on my side at all). I run out of options what to do. The experience of mine with their offices / customer support is bad and totally unacceptable, regretfully.
I changed from British Gas as every one kept doesn't pay to be loyal, WHAT a mistake, as others have said they did not take DD payments and according to my bank never set one up, Even though all the details were given on opening the account. I know I should have checked but now have an outstanding balance of over £300 pound, I was always in credit with BG,( probably lowered my credit score as well), spent hours waiting for them to answer phone, was number 59 in queue at one point, dread to think what phone bill will be like. Told each time not to worry, I get text telling me my account is over due, threatening letters saying they will come and put a prepayment meter in my house and pass my debit on to debt collectors, each time told not to worry the DD will be taken this time. They have a cheek to tell me if I leave I will be charged £60 in total as I have a contract until 2015, over my dead body will I pay this. I will be changing back as soon as I have paid what I owe them for usage, but I refuse to pay £60 they can take me to court if they want.I have sent emails, online support forms only thing they answer is tweets in a fashion. The assistants don't have a clue what to do so they pretend to pass you on to manager then cut you off and of course who is going to be put on hold for another hour, DO NOT USE is my honest opinion, may be cheaper but not if you run into trouble. I phoned BG today and they answered after 3 minutes!!!!!!
We have been paying First Utility on time for months, and when we come to receive an updated bill and close the account they will not accept calls or answer complaints. Absolutely disgusting. Been on hold for two hours tonight...now 8PM and low and behold no staff available after this time!!! SHOCKING!
After receiving a bill from FU, I thought it was a little high. I called and got put through within 15 mins (which, I don't think is bad having been with BG or SP).
Spoke with a lady who was very amicable and keen to help. She spend 30 mins on my case, and even when I questioned their calculations, kept very civil. Once they re-ran their numbers they were very apologetic after finding their error.
Overall, great customer service and wouldn't hesitate to recommend to a friend.
Letters arriving week after week claiming an outstanding balance. Phoned them up 3 weeks in a row after escalating letters, each week they would confirm no money is outstanding and the letters would stop. Phoned week 4 after receiving a letter saying solicitors will be involved unless i pay only for a different response this time. My direct debit details had been changed. No compensation for the hours spent on the phone. Totally despicable, never use this company. I have never experienced such an inept service provider, they are a total waste of time.