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FedupGillian
Written on: 30/09/2014
I had a similar experience when my gas smart meter had to be replaced, because it had stopped communicating with the company. The new meter is not a smart meter. When I telephoned my correct reading, it was ignored and a higher reading imposed on me by First Utility. It did not reflect my minimal usage at the height of summer. After several months of anguish, including posting photographs of my meter showing the correct consumption to Twitter, it was eventually resolved and my account credited with the overpayments. Like you I'm a Pensioner and the stress of dealing with First Utility was making me ill. Customer Service not their strong point!
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nickc1976
Written on: 30/09/2014
First Utility are the worst company I have ever dealt with. I have an on-going complaint with them over huge problems with my bill. I was unexpectedly billed hundreds of pounds extra without any explanation, and it is extremely difficult to get in touch with them. I found that the best way to get a response from them is to use Twitter. You are limited in what you can tell them on Twitter due to the character limit on your messages, but they will get back to you. You'll have to follow them, and usually they will ask you to direct message them with more details.
You can also email them. Tell them you wish to register an Expression of Dissatisfaction. They have to resolve your problem within eight weeks once you have done this. If you continue to have problems you can contact Citizens Advice or OfGem. The OfGem website has some good info on the complains procedure.
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Mark A Lomas
Written on: 30/09/2014
First Utility has done this as they are a completely incompetent company to deal with. They have no idea whatsoever what the term customer care means and probably never will. You would be better off cancelling your contract with them and going with another energy provider. The only way I found I was able to get my money from them was to report them to BBC Watchdog, which I did. They then contacted me within 50 mins to sort my refund. Do not hesitate to report them, it is easy to do through the BBC Watchdog website and I am sure that more evidence against them will only aid people like yourself get what is truly owed from this corrupt company. Good Luck with your battle.