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.
I inherited this company as a utility provider when moving in to a new house. It is undoubtedly the worst customer service company I have ever had the misfortune of dealing with. Bills are inaccurate and then it is impossible to get them on the phone, e-mails go unanswered and when you do get hold of them, their promises to resolve things never actually happen. You will however receive plenty of threatening letters and phone calls demanding payment for inaccurate bills. They may be slightly cheaper but the gain is really not worth the hassle.
As with other customers, I moved utility supplier for my Gas and Electricity in September 2012. Yes the fixed rate I obtained for a year was a wise choice given the increases in utility costs shortly after I moved to them. They took the first months direct debit at the agreed sums, then failed to do so for the following 6 months, then took all of the sums due to them at the one time, so I cancelled my Direct Debit, to take back control over the amounts they were due for the follow on payments, paying these as they became due. I have emailed First Utility Customer Care Team on billing issues about 8 times now over the past 6 months and I have yet to get a response to any of my enquiries. Meter readings put directly onto their on-line system are not always recorded onto your account on time; calls to the Customer Services team are hopeless. I have waited for more than an hour before giving up. Only last week, I was redirected to the Customer Services Team from their Finance Team and after about 10 mins their automated service, advised I was 23 rd in line for someone to take my call!! I couldn't wait to change utility supplier. Even now i am seeking a response to my 3 requests for an amended final bill and all I get is automated messages which are becoming increasingly aggressive in their tone. It would appear First Utility think they can harass customers into paying the amounts requested by them under the fear of Bailiffs being appointed and legal and other costs being added to final accounts issued by them.
Whilst I accept First Utility may be extremely busy, ignoring contact from their own customer web page is a folly and will only result in increasingly negative reviews like this one. Next stop Citizens Advice!
I regret switching to this inferior company. They have not given start reading to my old supplier, so I am owed money. They cannot get meter readings correct after submitting them. I have resubmitted on several occasions and they are just ignored. They have not provided a bill for months but they have taken my money. My online account has never been updated. It takes around an hour on the phone before they answer. Emails are responded to with an automated we'll get back to you later, but still no response in two months. I am at a loss on how to get things resolved short of cancelling my direct debit and taking it to court.
We switched to first utility about a year ago. Had no problems at all and having moved house recently and done a comparison they are still the cheapest with no cancellation fees. We have rarely had to contact them and not had any issues with bills. It seems since the heightened media coverage on utility companies many companies are receiving loads of complaints. I think volume of switchers has increased and people are getting a poor service because the utility providers can't keep up with demand. That's unacceptable but in short they are all in the firing line. Once it all calms down I wouldn't be surprised if reviews improve on here but from our experience this last 12 months it's been fine. We had never heard of the company and were apprehensive but with them not charging an exit fee we thought we'd give them a chance and if worst came to the worst we would just switch again.
i switched to FU last year, a few little glitches but sorted ok, phoned a couple of times, didn't wait that long, recently however received a bill much higher than it should be also noticed that despite me sending my readings each month, theres an E on the bill suggesting an estimated bill, phoned them spent 1hr 50 mins hanging on, never got answered, emailed them no reply so far, i'm wishing i'd never heard of them, i'm dreading switching can only imagine the rigamarole they'll make of that, my advice don't touch them.
This company needs to be avoided at all costs. All I want to do is pay my bill! In less than two years this is the second time that they have had a period where they have not billed me. If you are going to call them make sure you have a concurrent activity going like basket weaving or making a meal because you will wait a long time. You will be promised that it will be sorted by an operator who knows that it won't be but that gets you off the phone, job done! You email them and they don't reply. This is an absolute nightmare. I know where it ends up you have to pay a fixed rate direct debit to pay off what you owe. I need to get this sorted as I have to find another company instead of these charlatans.
Do not touch them with a barge pole, we made the mistake of signing up in November 2013, they initially decided to put our repayment at £200 pcm without having the manners to check with us first, luckily I found out and stopped the DD before they could take anything. When our gas account was switched to First Utility from Southern Electric First Utility gave a meter reading to our previous supplier of 3483 however when First Utility sent their first bill to us they started their meter reading at 3344 after numerous phone calls and emails spanning best part of a month they still cannot get it sorted. Trying to speak to their 'customer service' takes an average of 40 to 50 minutes with no help whatsoever. Emails never get a satisfactory response, we finally received a response to all our emails, the member of staff who responded wrote that she had spoken to her colleague and te matter had been dealt with, shame nobody told us that! We have been hung up on a number of times, and to add insult to injury their Chief Customer Officer Mr Ed Kamm says in his company profile 'I am determined to improve the experience customers have with their energy provider' WHEN?
Do not be tempted by their prices we are planning to end our contract early even if we have to pay a penalty and find a supplier where customer service is also part of the package.
Dreadful website. Slow, inefficient. Call waiting times outrageous. Constant dropping of calls as you wait on the telephone. Unbelievably slow response times to online queries,. I have had no bills received online for 6 months. Just a small company that got big and management obviously refused to hire more staff to cope with increased demand. This reflects greed and a total lack of management ability at every level. I hope their business collapses as providers as bad as this are just not wanted.
All I want is a bill. Is that really too much to ask? Maybe an answer to an email. Even a response to the wretchedly long wait on the phone instead of being cut off when I finally make it to number 1. Oh - there's a software fault.....how long to fix? maybe 10 days...can't be sure. Completely amateurish is the kindest thing I can say.
I terminated my A/c with First Utility on Nov.14th 2013. i received my final electric bill fairly promptly but now after three month, numerous e-mails, a phone call when i was assured the matter was being dealt with I still await a final gas bill. My a/c is in credit so when and if I receive my bill I have little optimism of when I will get my refund. I tried again today to phone but after thirty minutes listening to the most atrocious "Music?" I gave up.
The transfer to First Utility was easy 10/10. The web-site was customer-friendly 9/10. However, I transferred out to fix with another company, thank you David Cameron, and Fu did nothing. When I e-mailed I received a std e-mail stating 10 days to resolve, nothing happened. I e-mailed, nothing happened. I phoned several times and queued and queued. Eventually one day, after a 45 minute queue, listening to Coldplay, I got through and was advised to cancel DD and a cheque would arrive within 15 days for the balance. It didn't. I resorted to Twitter, chased up and am now awaiting an "urgent" BACS payment. In these days where we are advised constantly to review and change energy suppliers I, for one, will not be returning to First Utility or FU as I now think of them.
I changed to First Utility on 28 Fef 2014.tried to contact them because i was having problems with signing in.I then tried to contact them by phone 37 in queue tried again 42 in queue today 52 ,tried text it takes them 10 day to answer.I decided to cancel. I wanted a to join a company who had better customer service, canced by text, i received email telling me that the cooling period was up and everything was going through. I text again and again, i waited 25 mins and was number 52 in queue,.when i finaly got through i explained i had cancel and why, they just hung up on me.. not sure if my cancelation as gone though and i am not going ring again.
i'm with first utility , around 2 weeks ago i rang them to enquire what our balance was, they advised we were £1042 in credit, a nice surprise just after christmas , i asked for the money to be repaid to our account which they did within 7 days, to double check i emailed them after the refund to enquire about the balance which by email they advised was now zero, we have just received a bill in january for £945, when i rang them , after spending nearly 2 hours on the phone being passed to various departments , i was advised that a bill hadn't been generated since august due to their system error, since we were paying a dd of £220 a month it looked like we were in credit and the advisor mistakingly hadnt taken into account our recent bills, it was implied it was up to ourselves to make sure we received a monthly bill and the outstanding amount would need to be repaid.
YOU GET PASSED FROM DEPARTMENT TO DEPARTMENT AND TAKES VIRTUALLY HOURS. IVE BEEN ON PHONE FOUR TIMES THIS WEEK AND TWO HOURS EACH TIME AND ITS THEIR ERROR THAT IM RINGING ABOUT A BILL THAT I SHOULD NEVER HAVE HAD.. STILL NOT SORTED THE CRAZIEST COMPANY I HAVE EVER COME ACROSS AND I DEAL WITH TWENTY FIVE PROPRTIES REGARDS TO UTILITIES BILLS. FIRST UTILITY NEVER NEVER EVER. ITS COST ME SO MUCH IN TIME I WISH NEVER CHANGED SUPPLIERS. AHH!
I moved house in June 2013 and transferred my gas and electricity to my new property, yet over the past few months despite speaking to their customer services team on numerous occasions they keep sending me demanding text emails and letters for a £60 charge for my old property account number saying I owed them this because I had apparently left them during my fixed tariff period......despite the fact they could clearly see that I had transferred my tariff to my new property! I have lost track of he amount of time effort and money I have wasted on emails and phone calls( allow at least 30 minutes to get through), despite being assured by their customer service team that this charge had been reversed as I obviously do have an account but only yesterday 3rd February 2014 I received an email now threatening court action!!!!! They have no systems and no customer service procedures in place, all they seem to want is your money, even when you clearly don't owe them any. Ombudsman and solicitor being notified. The other thing is that they cannot successfully set up a direct debit for you either, they made a mess of this for me too and then sent demanding letters for payment again when it was their fault, and the arrogant resolution from one customer services member was for me to make a manual payment because the demand letters were automated, so be aware that any issues that do occur, it's the customer that has to resolve them! I cannot wait for my fixed tariff to end.
Okay so after reading the horrible reviews about this company I was seriously starting to regret changing supplier. So I received an email to say that our first payment will be taken from our account on the 12th well I thought okay that's fine if current supplier doesn't take any payments from the account when I learnt that they did all hell let loose I rang current supplier for some clarification and they explained that they couldn't close my account due lo not having a final meter reading and that according to there records it won't switch over till the 20th so I was on the case straight away to First Utility even though I was holding for 40mins I spoke to a really nice girl called Amy that advised me that I was able to switch my direct debit date panic over! People if you want to pay extra money with better customer service then go with the big suppliers but if you want cheaper rates but not so good customer service then go with smaller companies it is as simple as 1...2..3!
Welcome all to Worst Utility Anonymous, a support group for people who innocently tried this company only to find themselves locked into an endless nightmare of despair as we try in vain to unhitch ourselves from their incompetent clutches. Pity us reader. For 'tis all true. I can vouch for it. I too write to you here from that dark, forbidding underworld, a kind of limbo state. I yearn for the light and air I enjoyed before I moved to them but they are but distant memories.
My crime you ask? Are you ready? It is a heinous one! At the end of November I asked to close my account or transfer it to my ex- flatmates after I moved house because they were staying on. You would think this would take no more than 10 minutes. I estimate that I've spent 5 hours trying to get some traction on this. It's reached a point that I've threatened them with breach of contract and one of their own (very kind) customer service reps has raised an official complaint against their own company on my behalf. I wait another six weeks before I can get the Energy Ombudsman to step in.
And you know what the crazy thing is? I took out a new account with them at the time I moved for my new property!
It is dark down here as I serve my penance. First Utility. Worst Utility. Worst Futility. I met Mr. Kurtz the other day. He was with them too before he died! "The horror! The horror!"
I joined first utility in December 2012. In the year I was with them I was never once able to submit a meter reading (due to their incompetent staff and website) and therefore had to pay the maximum every singe month. Since moving out of my property at the end of November last year I can't get them to close my account. They won't respond to emails, if I call them they say they are too busy to deal with my issue. Every month they continue to send me bills for a property I don't live in. This company are now causing me a great deal of stress and I am genuinely getting ill because of it. Finances are always of a great concern to me and having this company refusing to close my account/issue a bill is slowly driving me to the edge.
I would advise anyone to avoid this company like the plague unless you wan't to be overcharged, treated like a fool, and have an insane amount of stress thrown upon you.