This incompetent company hasn't supplies my gas or electricity for the past year! But over the last week I have recieved several emails saying I owe them £69.36 which I am not going to pay for a service they have not been supplying. I found this company very incompetent from the start which is why I left, their customer service is none existent. I find it hard yo believe that even after a year of leaving they are still sendhing threatening emails!!
I consider that First Utility has the worst Customer Services I have ever come across. I attempted to change to FU early in January 2014, (duel fuel contract). The electricity changeover went over without a problem. However, not the case with the gas supply. Despite sending a number of emails informing FU they had made a mistake confusing my house number with a flat with a similar address 500m away. I have provided gas meter numbers, readings and meter point reference number by email and by phone. I am still waiting for a response I consider that I am being financially disadvantaged during this high gas usage period having being kept on my previous gas suppliers high standard tariff until FU gets its act in order. If things don't improve in the next 14 days I will endeavour to revert back to my previous supplier.
Joined October 2012, Did not find costs much different. Had estimated bill, 25% out in March 2013. Deal ran out November 2013. Signed to Ifix2015 as supposed cheapest deal and the CEO had said no increases this winter? He can say that, because you cannot repeat a deal, he probably refers to rip off standard variable. Did not send me a bill in December, bill for Dec and Jan £374 to pensioners who only use central heating 2 hours a day! This was £48 more than last year which was far colder and we we used less gas? Checked rates, increase is 15% on electricity and more than 20% on Gas?? No increase, I will leave, though it will cost me, because I feel rpped off and you cannot, as others have found get a response from this cowboy firm!!!!
This company is happy to take your money (whenever they feel like it - not when was agreed) and then it is impossible to speak to anyone.
Their phone queue is always around an hour, their response time to email enquiries or even to official complaints is around 6-8 weeks, and their online portal/app fails regularly.
They claim to be getting more staff to cope with demand, but I have been waiting since November for a resolution to my complaint and it is now almost March. My advice - avoid at all costs!! Other companies may be a little more expensive but at least they know how to treat their customers.
The stats below (from their own website) say it all:
Complaints received by First Utility 1 October 2010 to 30 September 2011 2044 1 October 2011 to 30 September 2012 6966 1 October 2012 to 30 September 2013 20,871
When I first queried my bill, I got a letter from them some time later which stated that they could not accept my initial meter reading (though I had never queried it, I had told them that their end of bill reading was wildly too high). I phoned to complain, but found that I was `No. 42 in a queue'. I then sent a written letter of complaint by post, but received no reply whatsoever. A couple of weeks later re-sent the letter as an attachment to the complaints form on their web-site, but still received no reply. Now given up expecting any reply and have switched to another supplier - life's too short!
Left F#irst utility last October - have had complaints with CEO, and the Ombudsman, who ruled in my favour (only £15 compensation, but a ruling nonetheless!!). balance outstanding is £15, however i have received two letters stating that they will now break in to my house to change my meters!! absolutely shocking, considering i have not been a customer for 3 months, and regardless of the Ombudsman ruling!
I have logged a complaint with BBC Watchdog today too as this is bordering on harassment! if more people do the same, i am sure something will be done about it!
CEO email address: [Private Data] Consumer Affairs Team: 08000115168
hopefully the above will help other people with them, however their excuses remain the same... "computer generated", "computer errors"...
signed up to this company in Nov2013 as they advertised no price increase, and tarriff prices seemed good, i have just received an email telling me my electricity tarriff is going up from 12pence per kwh upto 22pence per kwh this if i am not mistake is about a 40% increase ,what a shocker, so any potential customers be aware, you can never get these people on the phone i have been trying at different times of the day and after being held in a queue each time for over 20 mins hung up, i have sent emails without any replies, so my opinion would be avoid like the plague.
Signed up for fixed deal. They never bothered to respond to email queries other than churning out a standard "we will try to respond to you on 10 days as they are busy". We decided to leave in November and our account was closed but despite our direct debit being in place until January and thrm refunding a sum of money to us, they then started demanding payment of over £100! I made numerous requests for a written explanation as to how they arrived at this, surprise surprise none was ever received. Eventually I rang them and was on hold for an hour only to be told they had incorrectly credited someone else's payment to our account! When I asked why, given this was their error and the direct debit had been in place so they could have taken the funds they had no response and said "everything was computer generated". It was quite clear they couldnt have cared less as we were leaving them quite frankly.
in the end just to get shot of this appalling company, we paid up only weeks later to then be sent a credit referral letter, again despite the payment clearing out account, so its clear neither the computer nor their staff can co their job. Am very frustrated and annoyed as they want 10 days to respond to a query yet they are quick enough to send out incorrect correspondence/information and never respond to enquiries/complaints.
They have never provided a written response to my complaint nor acted on information given to them and their customer services are non-existent. I would never recommend either their tariff or their services to anyone. Steer clear!
We left first Utility in November 2013. Every month prior to this they have billed us exactly on time, so it can't be difficult for them to do so. We pay by Direct Debit and are in credit by several hundred pounds, which First Utility now need to refund us as we aren't customers anymore. Despite numerous calls and e-mails they have still not sent a final bill and so still have hundreds of pounds of our money. We are now having to pursue a refund through the small claims court system. Laughable attitude to customer service!
1. Try to phone them and you can often hold for over 30 minutes. 2. They" forgot" to send the refund I was due of £200. When I finally received a payment (after calling and holding for ages) it was less than I expected and no calculation whatsoever was provided. 3. If you need to contact them by message you have to use the web form they provide- they don't send you an e mail confirmation or copy of your message. 4. I received an e mail offering me the "cheapest" 2016 rate fix with a helpful link to instantly accept it ( interesting that the usual data protection multiple checks were not needed to accept this) - they neglected to mention in the message that there was a much cheaper fix available for mid 2015 !!!
I switched to First Utility in December 2013. Initially I was impressed with the smooth changeover so I thought that I had made a good move. WRONG!!! I ahve made several attempts to obtain personalised customer service. All I get is a rehash of FAQ from the website. Thought today, 17/02/2014, I would try phoning. Eventually told that I was 40th in queue. No way is that acceptable. This is the poorest customer service that I have come across for a long time. Unfortunately tied into a plan so would cost to extract. This company should be avoided at all costs or it will COST you!!! Would give zero stars if I could!!
What a Joke of an organisation.... Contacted me about non payment of a bill.... dd live with my bank... I queried bill held on phone 4 times for in excess of one hour....Joke..... they tell me (eventually) 1. trying to recruit extra staff.. 2. Gas meter sim card not working properly ( again ) 3. Miss Applied for funds from bank but I musnt worry as its all up and running for March. 4. Told me I was on wrong tarriff. 5. I couldnt speak with the person who could sort this out but have been promised a call back within 48 hours,,, I will not hold my breath.... BUYER BEWARE
This company should be closed down. There customer service is a disgrace. If you phone them they say one thing & do something else. I e-mailed a complaint 4weeks ago & still awaiting a reply. I will now have to use the Ombudsman service or the courts. This is the worst energy company i have used, although none of them are very good.
Today was the last straw with this corrupt and incompetent company and I have lodged a formal complaint with ofgem in pursuance of negligence and suspect fraud. I switched a year ago from EDF who at the time of the switch were almost 2x the price of Fu(appropriate initials for the company too) however my bills have never been less, today I found out why. Upon inspecting my bills I noticed they charge duplicatly for the same units of gas/Elec. For example last month my bill was for Meter reading from 90000 to 90350 this month's bill was from 90200 to 90600. You see what they do? Please if you are a customer check your bills, if not yet then avoid like the plague.
I switched to this lot over a year ago. They took extra cash from my bank as they said I would be in arrears. The statements stopped in October last year so I have not got a true bill. When I challenged this they said I had been overcharged and promised to refund me £180. The money never arrived. I wrote a scathing letter to their CEO McCaig who passed it to one of his minions who wrote an apologetic response and then sent it to an incorrect address. Eventually Customer Affairs made contact and after a long conversation confirmed they would credit me with £55. The money never arrived. I have switched away from them and they agreed to give me a final account. They have the meter readings but seem unable to give me a final account. I have reported them to Ofgem who suggest I speak with the energy suppliers to resolve the matter. !!!!!!!!! I suggest Ofgem remove their licence they said they would file my email...!!!!! If you value your sanity do not even think that about using this company. They are the most incompetent company I have ever dealt with. I understand that Ed Milliband has decided to switch over to First Utility. I do hope he receives the same memorable service that I have.
What on earth is going on at First Utility ?. I requested to transfer my energy account to First Utility in October 2013. It took 3 months to do so. I received no communication in that 3 months barring an email request for further information and confirmation of Direct Debit. I have sent numerous emails requesting further information on how to ‘log on’ to my account and requesting details of how I proceed with the changeover such as submitting meter readings etc. I did not receive one reply. I have made numerous phone calls but have only been able to get through to a representative once and on that occasion the computers were down and nothing could be done. I eventually got a reply to an email on 7th January but all it said was ‘sorry’ – no replies to my queries. I replied to this email, again requesting information on ‘logging on’ to my account etc. I have today received an email saying ‘sorry to see you go’. I have never requested to 'go' I have just tried to phone to sort this out but 37th in a queue to speak to a representative is unacceptable. British Gas (my previous supplier) sent my Final Bill with meter readings lower than on my previous bill because First Utility supplied false readings (in their favour). The changeover eventually took place on 17th January 2014. (info from British Gas) I have made paid 1 Direct Debit to First Utility but I am sure they will obtain a true meter reading when they send me my final bill. I am now without a supplier - what am I supposed to do now ? I have entered 1 star because it is not possible to give a zero star rating.
my story is the same as many of the other reviews they take out more than the agreed direct debits, takes ages to get through on the phone say the delays are due to more people signing up,never listen to what your trying to say,always try to prevent you speaking to managers even when you do they fail to follow up on their promises.you phone back again same old story and if you want to make a complaint emails are a waste of time and i wont waste the cost of a stamp on a letter and flatly refuse to put you through on the phone.god forbid your on benefits trying to call on a payg mobile your phone will be hot and your credit nil.wish id checked this site before switching as the only plus point so far is british call centres but the negatives vastly outweigh this.summarised conclusion avoid unless your last resort...just checked my email guess what heard from first utility,that was the good news,bad news still no further forward not had a callback yet so are first utility so inept they cant push buttons on a phone or just too cheap to pay for the call.
Look, we all look for cheap energy these days. Its tough to heat up the house etc. So, I went to uswitch comparation site and was sold First Utility as the perfect and much cheaper energy supplier. Well, they may be cheaper but customer service is non existing. Queus to get through somebody on the phone were enormous (40, 47 in the queue). Several emails (promised to respond within 48 hours) went unanswered. Finally got through somebody after 40 minutes waiting on the phone....and yes a lot of understanding sympathy but nothing else. Uswitch told me I would get a special meter that would send meter readings directly to them but when I phoned them, they told me that it could take up to 2 years!!!! yes 2 years to get it. So absolute boloni!! Then they sent me an email with not much nonsense just saying that they were having a lot of calls due to their successful story........Trust me, pay a bit more and get some customer service. Don't touch them!! Unfortunately I have signed for 2 years and I am stuck....(BTW I gave it 1 star because 0 stars option didn't exist)
I moved into a new property in April 2013. The previous occupant was already with First Utility and I contacted them to have the account changed to my name. It is now February 2014 and I am STILL waiting for them to send me an accurate bill. The ombudsman has advised them of the action they should have taken to rectify the situation and FU are even defying them! When they would not accept the closing meter readings from new supplier they tried to tell me I should pay them the £600 I owe them and the new provider would sort out the readings. I refused so they simply changed the opening meter readings to reflect the same total bill of £600 owing to them. The amount I am actually owe them is in the region of £350 but almost one year down the line I am still unable to resolve the issue with them. Their customer service is atrocious. I have been promised call backs from a [name] who merely emails to say I should advise him of a suitable time for him to call. I have advised him 5 times now but I still wait! This company may be a little cheaper than the big 6 but the hassle it involves is simply not worth it. I am now happily paying a bit more with [external reference] to receive excellent customer service (not that I have required to contact them after setting up the account because they can actually DO the job they are supposed to). I have now had letters from a debt collection company sent to me by First Utility even though when I have managed to speak to one of their obnoxious customer team they have told me it shouldn't have happened. They have tried to refuse to let me switch to a new provider which they had to back down from and as stated already they are not putting two fingers up at their (former) customer, they are putting them up at the ombudsman too. I do not understand how a company can be allowed to trade like this or treat customers in this way without redress. AVOID THIS COMPANY AT ALL COSTS. The best thing about them is there initials: First Utility - FU!!!
I switched to First Utility back in October as they had the best fixed rate dual fuel prices at the time. It is now February and they still have the incorrect Gas meter listed on my account, making it impossible for me to give a reading. Worse, they have provided estimated meter readings to my old supplier which caused them to issue me with a huge final bill that does not reflect my usage. I am now stuck in limbo as First Utility don't answer my emails and when they do they make empty promises that don't amount to anything. I am now being persued for my final bill by debt management companies even though it is completely inaccurate. Please, I can't stress how important it is that you AVOID THIS SUPPLIER NO MATTER HOW GOOD THEIR OFFERS MAY APPEAR. The time and energy you will waste with them is just not worth it. My health has suffered as a result of the stress. Don't make the same mistake I did.