Utility warehouse issues

[TwsT]

Anyone know how to deal with these idiots when they get it wrong?

WE moved into our new home in February we took the opportunity to leave SSE as they are frankly terrible to deal with and the tariff they stitched us up with was not the best.

So new house new bill Easy eh?

upon moving in we have a meter reading taken by the letting agent and it's on our contract. It was 9548

April bill is an estimate we pay it

Gas £56.95

same again in may

Gas £56.95



then the bill arrives and our meter reading (apparently taken by their agents) is 911

cue all the problems

from may through to august they billed us based on imaginary numbers and we paid it same amount every month 56.95 for gas

total paid to them for gas is 284.05 (227 less vat)


In September they finally accept that they were wrong and we aren't making our meter readings up (we have been ringing in readings every week at this point as they requested)

So they bill us for 975 instead of the estimated 1093 (based on their incorrect readings not our factual ones) (please note 975 is not the 975X we gave them) they have assumed that the mistake is us reading the red number and knocked it off not the mistake is that in April someone invented a number 9000 units short of reality.

SO we change supplier at this point as this is ridiculous. (around 8th of Sept we initiate this process)

during this time they make the calculations that we have overpaid based on their estimates being 120 units wrong not 9000 units wrong like they are. They issue a refund of £151 less our electric (10 days apparently) Never Arrived. Not by cheque nor back to the card paid with.


new supplier takes over on the 27th sept giving Utility warehouse a reading of 9759

Utility warehouse think that can't be right (despite emails with photos of our meter at this point)

So Utility warehouse confirm with the supplier of our landlord that the closing reading was (shocker 9548)


Now I get a bill for 202.53 (192.88 ex vat) based on me using 211 units between February and September 27th

I have already paid them £227 ex vat or £284.05 inc for this period!

They've forgotten their mistake and the refund I'm supposedly owed from the September reading corrections.



So all of that said and done several hours on the phone multiple emails and a variety of letters what exactly should I do to correct this? straight to ombudsman? OR something else? I can't have them chasing me for £200 as it will go on my Credit rating if they apply for a CCJ.

Any experiences with this? Please advise.

 

[~Divine~Wind~]

If their internal processes are failing then yup direct to the ombudsman.

 

[Ragnahex]

we had the same problem when we moved into our house but with british gas....... took about 6 months for them to finally understand the correct meter readings. They kept asking if we had another meter like that is some kind of thing we hide under the bed for laughs.
I would suggest ombudsman because it is the most frustrating thing to explain the same info a million times

 

[Zenduri]

You got a copy of their amended statement you can upload or trust me minus your personal info? Also get them to email you a full statement of your account showing the debits and credits of all transactions and bills.

I might be able to help (i work for one of the big six ) also ombudsman is only an option if the complaint is 56 days old or more or if its been put in deadlock

 

[MrMoonX]

First utility have moved our electric but not our gas and the whole switch thing has been a total balls up, why is it so hard

 

[TwsT]

frustrating isn't the word it's like they understand what we've said then when their system says meter reading is too big no way user could have used 9579 they the enter 957.

Like we would make up the numbers.

and sure Hybrid I'll see what I can do with the pdf' s_

 

[ChrisD.]

Hmm. I have considered moving to Utility Warehouse, so I thought I'd do a search on here and this thread came up.

Unsure now. I'm with EON and I really don't like the way their sales spoke to me under difficult (personal, not financial) circumstances earlier this year. Essentially I didn't want them to do a credit check and I didn't want to enter a 12 month contract and they were really rude about the whole situation, threatening me with bailiff visits if I didn't pay my bills etc.. I've been looking to move to another provider ever since.

Just logged on to enter my readings surprise surprise I'm nearly £400 in credit, credit that should be in my bank account accruing interest, not theirs!

 

[AHarvey]

Avoid Utility Warehouse like the plague!

I've had years of "friends" trying to push me to these idiots to the point where I've lost my rag and we're no longer friends. Brainwash everyone and turn every customer into a seller "we don't just save money, but my bills are nearly none existent because I bring people in".

Point out it very similar to a pyramid scheme system and they get all snotty shouting about how its not and all they can do is recycle the propaganda to you and actually explain nothing.

I've had a few still friends get pulled in to using them without becoming drones. Every single one of them has had massive issues with bills being more expensive than promised and then endless issues with their support teams and the reps that magically disappear once they've pulled you in.

Skip them, go over their head and then move to someone more reliable!

 

[TwsT]

Well Update time.

after getting it all sorted leaving them them getting eth final meter reading from Sainsbury's we had a bill of £38 to pay

We said send us a physical bill and we'll go to the bank and pay it.

They sent us a bill for 238 as they estimated that we had used more since the last bill despite getting a reading and accepting a reading from us.

we tell them to fix the bill and the fact we no longer are with them and we will pay it.


In teh mean time someoen has been round to check the meter.

(no they haven't no one has been in my house neither of us are in during that time and we submit our readings on line to sainsbury's because we left UW beucase they can't tell adam from eve.)

The meter reading was wait for it

1010

So they now thing we have gone all around the clock from the accepted reading of 9759 and we now owe them £2238


I give up.


They are reading someone elses meter I don't know who's but it isn't mine my meter still has a 9 at the front. I can't give them a new reading as they will want to charge me for those units too AT a complete loss.
where they accepted fault and took my meter reading which i sent them a photo of

the 911 are not from my house nor is the 954 and obviously they went to teh same house to get the new 1011 below as 60 units for the summer months sounds about right.

latest bill back in fairy tale land.

 

[TwsT]

Hmm. I have considered moving to Utility Warehouse, so I thought I'd do a search on here and this thread came up.

Unsure now. I'm with EON and I really don't like the way their sales spoke to me under difficult (personal, not financial) circumstances earlier this year. Essentially I didn't want them to do a credit check and I didn't want to enter a 12 month contract and they were really rude about the whole situation, threatening me with bailiff visits if I didn't pay my bills etc.. I've been looking to move to another provider ever since.

Just logged on to enter my readings surprise surprise I'm nearly £400 in credit, credit that should be in my bank account accruing interest, not theirs!

careful on that as your winter bill will be more. they usually stack it like that dependsa if you can afford to just pay a big bill in a lump in april if you can switch to quarterly