First Utility

3.00 stars

36 Reviews

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Emma's complaint against First Utility

Emma Redfern

29/05/2015

[RESPONDED] Bill in dispute

Complaint against First Utility

In November no payment was taken from our account, with no adequate explanation. We were then charged a very large bill in January, to cover November and December, taken by DD. We complained immediately and our account was put in dispute, meaning (according to First Utility) that no funds could be taken by DD until resolved. The money was returned. It transpired that incorrect meter readings were to blame, for December, but still no reason for the lack of DD in November. No bill payment was taken in February, but a large amount in March, we assumed the matter was resolved and the large amount was to cover the 3 months of bills, Jan, Feb, March. No payment was taken in April, when we queried (5th May) they advised we were now in credit and a payment would be taken in May. No payment was taken in May? When queried we were advised that the account was in dispute up until 27th May, hence why no payment taken. I asked as to why a large amount was taken in March, no one can tell me. They cannot provide proof we owed that amount or provide a reason as to why it was taken, as they keep telling me, if the account was in dispute no monies should have been taken until the matter resolved. I am still waiting for a Credit Control Manager to contact me, which incidentally they were supposed to do when I queried the April non-payment in early May.

  • supporters 0

First Utility has responded

  • Comments (3)

Robert Bailey | | VERIFIED

I really am so sorry to hear about this Emma! As you have already contacted us via Social Media, we have responded to the complaint through the same channel. If there is anything else we can help with then please don't hesitate to get in touch. You can email us at [email protected] Alternatively, you can call us on 01926320700 or Tweet us at @FirstUtility

Emma Redfern | | VERIFIED

Seeing as no one has contacted me as yet, this matter is still ongoing. Bad customer services, in fact I feel non existent.

Robert Bailey | | VERIFIED

Oh gosh, I'm so sorry Emma! I believe someone has now been in contact with you. If there is anything else we can help with then please don't hesitate to get in touch. You can email us at [email protected] Alternatively, you can call us on 01926320700 or Tweet us at @FirstUtility
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