Promise the best and deliver nothing
I registered with FU as I read that they were offering the best deals for dual fuel supply. Initially easy to set up & seemed to be trouble free UNTIL I MOVED HOUSE!! I informed them of move date 27th August & was told to make a note of readings on the day but meanwhile they will take all change of address details and name of person taking over property. I informed them this is a tenancy and gave them the agents details. I asked for a transfer of my account to my new address but was told this is not possible & I will have to got through the registration process again (crazy) At this point I was approx £200 in credit on my account. I gave meter readings on move date and patiently waited for contact from FU.....nothing. So I rang to be told the guy I had previsouly spoken to miss informed me & I would need to give details of landlord, I told them I didn't know who my landlord was as the agents had always dealt with everything.The lady I spoke to was very rude & told me I wouldn't get a refund until the landlord paid the daily tariff since I moved out. I was told I would get a call back to update me of when I would get my final bill and then they would refund the monies owing. I heard nothing more so rang again days later to be cut off every time the call went over 27 minutes waiting time. Eventually I got through some days later & was told they had tried to ring me on my landline number, I said I left my mobile number as my landline hadn't been installed when I initially rang them. They quoted my old number at my previous address!!! Of course they didn't get a reply I had moved!!! I was told I would be transferred to the finance department but got cut off again. I called back on 3 occasions and each time the transfer to finance cut me off. I then emailed FU to be told they are really sorry and have the refund ready to process but I will have to wait up to 28 days for the cheque to be released. This information was sent to me on 5th October......naturally I am still waiting for the cheque to arrive 19 days later. I moved house 2 months ago!!!! I have cancelled my application for FU in my new house and since then have made a point of informing all my friends to pass on the sorry story so they don't make the mistake of trusting this company. They are happy to let my money sit in their bank account earning interest for them. My refund is for approx. £160 and I would prefer it in my account. I paid the suggested monthly figure in good faith to this company....it is a shame they couldn't afford me the same respect and promtly return my refund.