FirstUtility reviewed by

Glasgow, GB

1 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

disgraceful company

Moved in to my new propery on 29/06/12 and was told my supplier was first utility. The fun started when i tried to call them in August to get my account up and running but when the customer service rep couldnt find my details he proceeded to say that no one could help me as it was a bank holiday. i then called back again in September and was then took through an application? Why i hear you ask would you need to go through an application when the company already supply me?, Anyhow, i completed the application (or so i thought) and was told that my account was up and running and i would receive a bill at the end of October. Well October came and went with no sign of a bill so back on the phone again to find out what happen only to be told that my account wasnt actually up and running! my application was then completed and i gave an email address so i could receive my bills, i then received a text on 03/12/12 to say my bill was due but guess what? So, back on the phone again and was told that my bill had been sent out but they would send it again, so again i waited a couple of days and no bill so called back again and was told the email address i had given was incorrect. (more about that later). i then received a call from a gentleman who then took another email address and sent me a bill for the period 29/06/12-31/10/12, obviously i was unable to pay this all at once so arranged a repayment plan and was told that my next bill would be due 27th December and that would be everything sorted, how wrong they were! I received a phone call yesterday (14/01/13) to say that my account was in arrears as i had not paid my last 2 bills that were issued on 11/12/12 and 11/01/12. When i asked were they were sent to i was told to the email address that THEY told me was incorrect even though i had gave another one. (turns out whoever took my email address initially coudnt spell hence the reason i never received them). The gentleman who called me then sent me an email to say that all i had to pay was Decembers bill and add on thoe money for the repayment plan i had in place. Now it turns out that the bill for December its actuall roughly the same as the bill i received for the period 29/06/12-31/10/12 so what they are saying is i have used 4 months of gas/electricity in the space of a month! I have now sent another email of complaint and just waiting for a reply. All in All this is a disgrace of company, if they cant get a simple thing right like setting up an account then what chance have you got? i advise anyone to stay well clear of this company! I have already been in touch with Ofgem about them and im in the process of sending a complaint to the ombudsman services regarding this sorry excuse of a company.

So thought i would give a wee update. After receiving a phone call from this company after the last shambles i was told to submit meter readings so my gas bill would not be estimated so i submitted meter readings on 17/01, 28/01 (this is the date i was told to provide my reading so my bill would not be estimated) and 05/02 but for some reason I have yet again received an estimated bill. So again I have had to get in touch with them and have been told a dispute will be raised. Once again this shows what a shambolic company first utility are.

Final comment on this "company". Once again i have received estimated bills for the past 2 months even though i have submitted meter readings. telephoned there customer services and asked why my bills are estimated the reply was "i dont know" i then went through the meter readings i have provided and would you believe it, there are some they don't even have a record of (i do though) and there was one that they had input incorrectly so instead of amending it they just sent out an estimated bill. Also just been told that there are no records of me telephoneing on certain days and no record of any emails i have sent! (again i have the proof). I have now reported this "company" to the ombusman to let them deal with it. im also in the process of sending a letter to Ian Mccaig who is there ceo to let him know exactly how i feel. SO i will repeat what i have already said, STAY CLEAR OF THIS SORRY EXCUSE OF A COMPANY!
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