First Utility

3.00 stars

37 Reviews

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Pamela's complaint against First Utility

Pamela Mason


[LAPSED] Several refunds required including Warm Front

Complaint against First Utility

I switched to First Utility on the 23rd of March 2015. On an agreed fixed monthly dual fuel tariff of £74pcm, which was to be taken via direct debit from my account (first payment 23/3). My monthly payment was subsequently increased to £92pcm on Oct 21st, without permission or meter readings. I complained via telephone and was told this was company procedure. I chose to switch energy suppliers to Scottish Power when my contract ended. However, First Utility removed £85 from my account on both the 21st of March AND April. Also, as someone on Pension Credits, I am eligible for the Warm Home Discount of £140. This was payable at the end of March 2016 and First Utility did not pass this onto me. I have complained repeatedly to First Utility regarding this money owed and, while they agree that I should receive a refund, I keep getting told that they are resolving this matter. I have been told this dozens of times for three months, yet nothing progresses. As a disabled pensioner on a low income who is currently undergoing cancer treatment, I hope you may understand the level of distress this is causing me. Please can you help? Kindest Regards, Pamela Mason

  • supporters 0

Lapsed. Pamela has not responded in 90 days

  • Comments (1)

Robert Bailey | | VERIFIED

Hi Pamela, I'm sorry for the issues you've had regarding your payments and billing. I'll be happy to take a look into this for you and provide an explanation if you could please email me your full name, address and email to [email protected] so I can access your account? ^Phil
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