We joined F U at the beginning of 2012 due to the horrendous prices at Southern Electric and all was fine until we received the bill for our use in MAY which was £961.61 for electricity alone!!
So we rang customer services and they agreed with us that it was an unreasonable amount for a family of 4 to use in one month and to make an indemnity claim to recover the amount taken via Direct Debit and gave them the correct meter readings as they had been estimating our usage since we joined and the reading submitted online by us at the end of May was the first they had taken any notice of! We did this only to have the problem occur the very next month but with our next bill added on top which came to over £1000!!
Since then we have tried numerous times to sort this out with Customer Services and were advised the matter was sorted.
Then they sent us a letter/ email stating that the amount was still owed and would be transferred to a debt recovery company if they did not receive the amount. Eventually after we sent a reply letter we were contacted by someone ONE MONTH later and discussed the matter and were again assured it was sorted. We then received an email stating the same and our account would be credited within 28 days. Obviously this never happened and 2 weeks ago ANOTHER letter came stating that the amount was still owed, so we again wrote to them with the email attached and sent two inquiries via the website only receiving automatic replies via email which we are still waiting on replies for.
To conclude the matter is still not resolved nearly 6 months later, we have not received our bill for our gas & electricity use in October and are unsure where to go from here as ringing Customer Services again would only cost us more money!
The treatment from First Utility is disgusting and certainly not doing themselves any favours in our eyes and are now tentatively looking at changing to yet another energy supplier, if I had looked at the reviews on here before joining I would certainly thought twice.
Sort yourselves out First Utility!!!!!
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