I couldn't fault them - curteous, helpful and understanding
I have been with FU for a while now and fell into arrears earlier in the year. I looked at customer reviews before contacting them to get an idea of what to expect - I was expecting a real fight and for the company to be totally unreasonable but that couldn't be further away from my experience, I hadn't realised arrears had buit up unitl a very very large amount was taken from my account unexpectedly. I called the company (expecting a fight!) and they were lovely and sorted a full refund straight away. Fair enough, I had to wait a while in a queue to before getting through to someone but this is typical and the response once I got through couldn't have been more positive, Unfortunately my bank then errouneously stopped my direct debit with FU and I still had those arrears to pay off. I got through to them again after they wrote and text about the cancelled DD and again, they were absolutely lovely. Understanding, helpful and polite. With no hesitation or resistance they sorted out an immediate and very manageable re-payment scheme and set up my DD again immediately. They are also cheaper than anyone else I can find. M&S asked me to change and they had to admit that they couldn't match what FU charge me. I love them and wouldn't dream of changing, Oh - they put their last price increase off until April 2013 too to allow customers to get past the heavy winter fuel usage period - nice!
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