FirstUtility reviews

FirstUtility reviews

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Absolutely shocking customer services and I have been 54th in the queue on telephoning

I have changed supplier now and still am having difficulty in them taking payments and yet they continue to send me emails threatening court action. These emails are 'no reply' emails so you have no choice but to telephone and wait in the queue behind 54 other poor sods trying to get satisfaction. I will never use this supplier ever again!
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crap service spent £18 on phone calls without any answers

Waisted over 2 hours waiting on the phone without any success call waiting times are an absolute joke spent £18 on phone calls without any success in the end told first utility that as they were unable to supply my gas that I would be closing my account and will be looking elsewhere for my duel fuel supply- total waste of time and money
Don't bother switching to first utility total joke company can't even return your call when they promise to call you
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Please avoid. First utility is stressful- looks cheap but take your money via incorrect billing

I signed up with first utility for a fix tariff, initially it was fine. This may be the reason why a few customers are saying "no problem".
There are more reason to avoid this company. If you want to save your money please read the points below;

- changed the fixed tariff in the middle of the contract, if you ignore they will not correct that. So mine is still wrong.
- you will not get the real benefit from energy you have been saving over the period by taking proactive steps at home as first utility billing you incorrectly and take your money.
- call customer service but you are lucky enough to get connected , so pay telephone bills on the top of the utility bills. No savings made..!
- write many time to them on the online form but no attention has been given
- very stressful and no help at all
- read all other customer reviews, they all talking about the same thing like me
- overpaid but still charging the direct debit and billing you
- if you do not cancel the direct debit they will take your money but no return

Avoid this company, no point saying cheaper if you take the saving indirectly using incorrect billing and not listening to the customers.

Think about the customers who do not review or look at their bills regularly, so sorry for them.

One star is given as cannot post the review.

Thanks
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First Utility - there is a better way (and it isn't First Utility!)

I've been a customer of First Utility for several years simply because they were cheap. The bills have always been a nightmare to decipher, but the straw which broke the camel's back was their recent request that I increase my monthly payments from £114 to £211 with absolutely no figures to justify the change. On 22nd February I e-mailed customer services proposing a revised figure of £170 which is based on my usage for the previous year. On 2nd March I e-mailed again as I had not had a reply. I knew they intended to take £211 on 12th March so I explained that I would have to cancel the direct debit if they didn't respond soon. A week later (8/3), with still no response, I cancelled the d/d and e-mailed again explaining why. Despite numerous further emails to customer service and consumer affairs (who promised in their auto-reply on 10/3 that "the matter will now be fully investigated by a member of our Customer Case Resolution Team; once this process is complete a member of the team will be in contact to update you" , First Utility have not yet managed a reply.

Having been automatically ejected from my monthly payment scheme, I am now on monthly billing with First Utility and am currently awaiting the completion of a switch to another supplier (there are others who are now cheaper than First Utility and I can't think they can be any worse!).

I really wouldn't recommend anybody moving to First Utiity. It's strange that the company name initials precisely define its attitude towards its customers!
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No problems easy switch over

Change over from EDF easy saving £50+fixed for 2 Winters plus £30 casback (UK power)
Service OK
5*
Negative
No update about refund from Gov reduction in green measures
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Dreadful customer service

Once again I have had to chase my duel fuel discount with this company. I emailed them on 6th march and received a reply on 26th. They now say they will transfer the money via BACS but that will take 15 days! Trying to speak to someone by phone is virtually impossible as is trying to email them on their web site. When I first used this company they deducted the payment from the final monthly bill but they now obviously hang on to the money for as long as possible. Whilst their tariff is quite good their customer service is awful and I would not recommend them to anyone.
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This company is the worse you will ever encounter

You cannot speak to them and if you email you may get a response in about two weeks although sometimes they just ignore you. I left Eon to join these clowns and i would go back tomorrow if i could. They cannot even set up my direct debit correctly. Words do fail me with how bad they are. Stay well clear the potential savings are not worth the stress you will get. Counting the days till i leave.
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Painful

Absolutely useless.

Tried to move in December 2013, 4 months later I've been paying my neighbours's bill and can't seem to get hold of anyone who can help. I always spend at least an hour on hold before I can chase it up. I've now moved back to nPower. Wish I hadn't left them in the first place!

AVOID AT ALL COSTS!
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AVOID THIS COMPANY AT ALL COSTS!!

Absolutely shocking! as previous posts say how this company is still operating is beyond me. I had the same problems with direct debits not being taken out and receiving letters to state I was in arrears, each month I had to ring and pay over the phone after waiting for approx. 30 minutes on the phone each time. If you think trying to get rid of this company will be easy.. think again! I switched in September/October 2013 and I am still being harassed by this company. Firstly they tried to stop the transfer to SSE but SSE were fantastic and sorted it for me. They then sent a debt letter advising that I owed them money and threatened court action, disconnection etc., I contacted SSE who confirmed they could not do this as they were not my supplier. I emailed them twice but they did not respond and the next thing I Knew I got a letter from a debt collection agency - who sounded as fed up with FU as I was! demanding £71.00 after making phone calls etc I paid this amount on 7/3/14 - not because I owed it but to get them off my back and the debt collection agency. However today I have received an email demanding more than £400?? where on earth has this debt come from. I had to pay up to date in order to switch?? I am now going to report this as harassment and speak to a solicitor because I'm not sure how much more of this I can take -- PLEASE, PLEASE, PLEASE think twice before using this company as it will affect your health!! I have switched to SSE who are fantastic and definitely a company I can recommend.
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Awful

One word, awful. When we bought our flat we got stuck with them. Every thing has been painful from taking months to get a copy of a bill they were chasing payment for (which was only in part for us), to blocking our move to another energy company to now not claryfing an issue we have with the final bill and sending the matter to debt collectors instead. Their excuse for every issue we have had is lack of staff due to influx of new customers. They have been saying that for years!
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DISGRACEFUL

Can someone tell me if they have had the bailiffs turn up at thier house and if someone has gained entry in their property like FU threaten to do if you do not settle outstanding bills as i am seriousley contemplating cancelling my account even though i am in a fixed till June 2015 as these guys are ABSOLUTELEY TAKING THE BISCUIT but do not want the extra hassle if they can do this.

WORST COMPANY EVER AND I HAVE DEALT WITH A FEW DO NOT GO ANYWHERE NEAR THEM.
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Excellent no problems with me?

After I switched to first utility from Atlantic, I read all the negative comments and thought I had made a mistake, there were a couple of minor problems such as they put me down for fixed direct debit instead of variable and I had to wait 15 minutes to get through, but thats not unusual for some utility companies today, the young lady that answered sorted it out that day, and everything went smoothly, and I have had the cheapest Winter quarter for years the bills are easy to understand as are the tariffs, speaking only as I've found I can recommend this company, and glad I've switched...
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rubbish

Avoid this company at all costs. They might be cheap, but the customer service is non existent. It is by far the worst company I have ever had the misfortune of dealing with.
AVOID! AVOID! AVOID! AVOID!
This company is not even worthy of a star.
As someone has already said, there is a better way, it is called 'anywhere but first utility'
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Worst company in the industry if not the UK

What more can I say? They are probably the worst company I have ever dealt with for several reasons:

1 - They got me to sign up because I would be able to keep track of how much electricity and gas I used due to a smart meter. The smart meter didn't arrive for over 12 months.
2 - They then tried to charge me way over what I was originally sold and what is worse take this payment out without notifying me.
3 - Due to the fact they hadn't been taking out the correct amount when they finally got around to it, I got behind on payments (My fault yes, but it wasn't helped by the company I was trying to use to help me keep control of my outgoings)
4 - When I was then contacted by their outsourced "debt" company I set up a payment plan with First Utility.
5 - After 100's of phonecalls and emails and 6 months in I am still receiving threatening letters from their debt company (Secus) to repay, although I have set up a payment plan.

They are hard to get hold of, hard to deal with and they DON'T offer the prices and 'easy to manage' electricity/gas they sold me.
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Too Stressful Being a Customer of First Utility

After an email in December telling me bill would be taken by direct debit I never thought to check it ddn't happen - Then my shock at the end of January when my bill was more than double and on a closer look they had credited the previous bill and recalculated it using a higher rate. Since then I haven't had my (MONTHLY) Bill and when you try and call you are placed in a queue of more than 40.
I have also not received my dual fuel discount that should have shown in February's statement.
I have also requested a tariff change using their online system. That has never materialised.
Today I arranged a switch - not to save money just to save me health. I don't anticipate the switch to go smoothly from their end and I do not trust what they will provide as a final bill.
In the years i have been with them I never did receive the smart meter I was suppose to get for joining them.
Do not go near them it is just not worth maybe saving a few pennies for a lot of stress!
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I wouldn't wish this company on anyone. In one word bloodydreadful.

How they remain in business i'll never know. "You are 35th in the queue". 35th! That's how many other people have held on because they are so angry with their terrible customer service and NOT a true reflection of the number of people who feel like sticking pins in their eyes rather than deal with them. We keep getting meter reading requests but trying to use their online service meets with frustrated failure time after time, ditto with their phone service. Apparently the problem is that we have a dummy meter showing at their end, but my two attempts to sort this have been met with failure, despite their pledges to resolve it. Now we have another meter reading request. Well F U First Utility, I'm leaving you as soon as I possibly can.
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Quite simply the worst run business for customer service in the UK .

I implore everyone to avoid this Utility supplier at all costs , they are incompetent from top to bottom. All the issues listed on other reviews have been experienced by myself - up to 50 minutes on hold , to then deal with a distinterested call centre operator who is incapable of following your requests , we were overcharged, had numerous emails and letters ignored, we were then held to ransom by them when we tried to switch because of the disputed bill. PLEASE, PLEASE DO NOT USE THIS COMPANY - YOU WILL LIVE TO REGRET IT IF YOU DO .
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'There is a better way' - yes, there is. Go somewhere else, anywhere else but dont go anywhere near First Utility.

* You will ALWAYS have to wait at least 15-20 minutes for them to answer the phone.
* Ignore the suggestion on their website to send them an email instead of waiting on the phone - they IGNORE all emails so it's a complete waste of time.
* Don't believe a word the 'customer service adviser' tells you because they NEVER do what they say they are going to do.
* Don't be conned in to thinking you will actually be able to look at your online bills - I've not been able to view an online bill since NOVEMBER 2013. They should be done under the Trades Description Act because this is just one of the promises that they make that they don't keep.
* Expect to wait at least 10 days for someone to call you back - after you have escalated the problem to a 'formal complaint', which you inevitably will have to because the Call Centre staff don't or cant do anything to deal with problems.
* Of course if you've got nothing better to do than wait on the phone for them to answer - or enjoy listening to insincere recorded messages about 'being very busy' - or sending emails that are not answered - or listening to excuses and promises - or quite enjoy the experience of dealing with the most useless, inefficient energy company for the sake of saving a few pounds a year then First Utility is the energy company you should choose.
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appalling

Wouldn't even give it 1 star. Week's of phone calls,being cut off, misdirected within departments. Denied access to a line manager as none available but they suddenly appeared when I pushed the point. No answers to my emails when I supplied information. Possibly the worst company I've ever had to deal with for customer service.
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Not just the worst energy company, the worst company full stop!

After submitting my details into USwitch, I had my direct debit amount set at £76 per month. Not unreasonable I thought, so went ahead with the switch. Switched to First Utility at the beginning of 2014. Bills for February and March were less than £76, but I received an email stating they had re-calculated my usage and upped my monthly direct debit amount to £113 per month! Tried to call them, and after spending 3 hours on hold, and being cut off 3 times, I have given up. Tried to call them one more time the following morning... number 47 in the queue... hung up. Sooo after 3 months, I am going to switch again to get away from this APPALING customer service. WORST customer experience out of ANY company I have EVER dealt with!!!

First Utility Details

About this company

Supplier of electricity and gas to home and business for reduced costs through low tariffs, energy efficiency and smart metering.

Visit FirstUtility

Contact information

Call us on: 01926 320 700
We live here: United Kingdom

Category

FirstUtility is ranked 7 out of 10 in the category

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