Written on: 18/11/2013 by Lisak1980a (1 review written)
First utility are a nightmare. Have had a number of issues with them in the year we have been with them. The most recent issue was caused when they demanded that we have smart meter installed. This was duly done at the end of September. Thankfully, I took a meter reading when the engineer came to install as a little over a month later we had a bill for over £202 for less than one months usage. Our average for both gas and electricity is around. £80. It's quite clear that the error is based on the meter reading taken from by the engineer and it is clear to see from all of our previous bills that the usage presented in the bill was incorrect.
We contacted first utility and finally got through to an advisor after four calls and a number of emails, none of which were responded to. Once we actually got through to someone he agreed that the meter reading was clearly incorrect and we provided with the meter reading we took. He promised he would arrange for a revised bill to be sent out within the week. This was due two weeks ago and this was still into received. We did in the meantime have an email from them saying the meter reading had been revised but still not bill. So we chased it up, again with customer services and still nothing.
That is until today when we received the next bill. Hoping that all issues were resolved in this bill, we were soon disappointed. The error filled bill from October still remains on our account and is now joined by a monthly usage consistent (at least) with our average usage.
One is not amused! Needless to say, we can't get through to anyone at customer services- question sometimes if anyone is actually there. Have emailed them again today as well but doubt will receive a response based on their previous lack of acknowledge,nets.
All we want to do is pay our bill! be honest are disgusted with their customers services or lack of.
We have also had lots of issues with not receiving any bills and strange bills being added to our account online, one of which which even showed we were £1300 in credit! Needless to say we did not receive this either and only realised we have 4 random bills on our account from September when we started investigating the fine mess they seems to have placed us in with the bills.
As soon as someone actually calls us to address is issue which should have already been resolved, we will be leaving first utility at the first opportunity!
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