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FirstUtility

StealthTariff Changes and Contempt for the Customer

In October 2011 we received a letter telling us our tariff would go up by about 9.5% from December 2011
In December 2011 we were switched to another tariff without our knowledge. Our bills for December and January totalled £792 - over four times our winter average
My husband asked First Utility to investigate - no reply. He then switched tariffs himself to isave V9
In March we read in The Sunday Times of an identical case where First Utility agreed to back date the switch back to a cheaper tariff from 1st December. We contact First Utility to be told no proof this case reported in the paper was genuine, you don't understand, you must have got it wrong, it is your fault, in essence stupid customer go away. We raise also the fact that we have had seesaw bills because often our meter readings are ignored. We ask about the complaints procedure.
We are given a complaint number. But after six calls and emails plus a letter to Head Office we have not had any response to the original complaint or our further concerns.

Basically this firm treats its customers with contempt, switches tariffs by stealth and given what happened to us is not as cheap as is claimed. We can only assume it adopts this attitude because it has enough new customers, drawn by apparently cheap energy, to cover those who leave.

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mbj
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1950
United Kingdom

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