Keep well away & don't fall for the so called offers!

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★☆☆☆☆
1.4
9.0% of users recommend this

moby79's review of First Utility Energy Supplier www.first-utility.com

“Keep well away and don't fall for the so called offers!”

★☆☆☆☆

written by moby79 on 16/05/2016

since joining first utility in May 2015, they agreed to charge £39 per month for the usage by direct debit.
I agreed as seemed up front and as the wording online States they check your account regular to ensure as your usage goes up and down they will adjust your direct debit to ensure you are not left with any surprise bills at the end of the contract period.
My DD was reduced in the winter period to indicate I was using below the consumption estimated and as I believed they was reviewing on a regular basis it must be correct. I later find out there meaning of regular is once every six months which straight away is a breach in advertising which is a case certainly for the ASA.
I complained directly to the CEO as his voice message claimed they care about resolving at first contact and how important customer service is.
I then spoke to the customer service team who was not able to answer my questions but wanted me to renew my agreement ,So the customer service level is uneducated to say the least.
The CEO assigned my case to a individual who simply responded back by giving generic industry responses which I deemed unacceptable.
As I was told my actual annual usage is approx 750 yet the first renewal was given at £560 which after the complaint altered to £616 and altered again indicating they would certainly leave me in debt again in 2017.
All there tariffs are the same and low monthly rates are not accurate to what you actually use and I've investigated that most other providers are the same .
My actual should me approx £55 per month to make it realistic yet they quote me under and cannot explain why and are unable to resolve my unexpected debt due to there error and left me with no choice but to rely on the ombudsman service at present time.

For a first time customer I am appalled at the service and generic responses and un trained staff handling .
Do not fall for the cheap quotes and do a little homework and commit to a main provider as slightly more reliable.

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