Utility point customer bereavement! worst customer service ever received, they closed the account as requested and arranged refund. July 2021. As yet I have not received the refund. I was then asked... See more
Utility Point
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See what reviewers are saying
I've just logged in through the internet rather than app. No problem, all Info available. Moneysavingexpert recommends to sit tight until we get contacted by whoever takes over. Any money in credit... See more
What is the point of Utility Point (or its administrators) asking us to enter details of our meter readings when the Utility Point web site is not working and you CANNOT log in. Keep getting error 50... See more
shame on those vile 'humans' applauding their happiness for UP going bust, how about the poor employees who are now out of jobs and have families to look after? at least your energy will be taken ove... See more
Company details
Written by the company
Utility Point is ceasing to trade. Ofgem, the energy regulator, has appointed EDF as the new supplier for its customers. EDF will supply energy to all of Utility Point’s customers as of 18 September 2021. EDF will contact customers over the coming days and again in a few weeks when the transfer has been completed and their accounts have been fully set up. Customers need not worry, their supplies are secure. Former and current customers’ credit balances are protected. EDF may need to contact customers to determine the amount of any outstanding balance. Current and former customers who are in debit to Utility Point should wait to hear from EDF or Utility Point’s administrators who will talk to them about repayment arrangements. Ofgem’s advice to Utility Point’s customers is not to switch, but to sit tight and wait until EDF has been in touch. This will help make sure that the process of handing customers over to EDF and honouring any credit balances, is as hassle free for customers as possible. Utility Point customers can access more information at www.edfenergy.com/upfaqs or by calling 0333 009 7120. In an emergency situation please use the emergency contacts listed on the EDF website. More information can be found on the Ofgem website. Or if customers need additional support, call Citizens Advice on 0808 223 1133 or email them via their webform. Advice will also be shared on Ofgem’s twitter @ofgem and facebook channels
Contact info
Merck House, BH15 1TW , Poole, United Kingdom
- 03455 57 78 78
- feedback@utilitypoint.co.uk
- www.utilitypoint.co.uk
Canceled my contract with Utility point…
Canceled my contract with Utility point in may with my final payment of £160 (which utility point had no issues updating to take my money) being taken in june. Come July i find utility point have taken another £160 because they failed to end my direct debit.. I contacted them immediately on the 20th of July requesting a refund and to this day (7th of September) I've still not had a refund or any communication from utility Point other than being told 4 times over that i would receive a refund in 10 working days. Clearly their finance department is an absolute joke. someone should be held accountable for this disgraceful service.
September 7, 2021
Reply from Utility Point
Hi Fraser Bishop,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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I spoke to barber and her customer…
I spoke to barber and her customer skills are just fantastic and she spoke me through my bill and answered every question I asked, this is the cheapest and most reliable company I have used my bills are coming in cheap so I am one happy customer 😊
September 7, 2021
Unprompted review
Reply from Utility Point
Hi Michelle Lane,
Thank you very much for your review! We are really pleased of the good service you have received and we have passed on your kind words to Barbara!
If you ever need us, you know where we are!
Thank you again!
Utility Point Team
Reply from Utility Point
Utility Point's reply to my critical review of 06/09/21 was merely a computer-generated reply which addressed none of the suggestions which I made to improve their telephone service. Again, this is not customer service, just customer abuse.
September 7, 2021
Unprompted review
Reply from Utility Point
Hi again Margaret,
Thank you for your feedback. I wanted to let you know that we very much value all of our customers, taking on board their feedback and trying to improve as individuals and as a team. The suggestions that you have made will be raised so that we can ensure no future customers face the same difficulties when getting in touch with us.
We appreciate the time you have taken to provide these suggestions and we apologise again for the inconveniences you have experienced when getting in contact with us.
On review of your account, I can see that you did manage to get hold of us and your query has been answered - if you do have any further questions, please let us know.
Thank you,
Utility Point Team
Started the switch process to AVRO on…
Started the switch process to AVRO on 15/03/2021, UP objected on the gas switch and they kept it like this until 20/05/2021 when the switch finally happened after a few emails and chat discussions. Meanwhile they made me pay additional money from my debit card to allow the switch to happen, approx 65£, just to end up now with 121£ waiting to be refunded. It's September and still haven't seen the money back into my account and they keep telling me the refund has been actioned.
Worst company ever, avoid at all cost, the customer receives the worst treatement from this company.
September 7, 2021
Unprompted review
Reply from Utility Point
Hi Cezar,
We are very sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Following a review of your account, I can see that your complaints have been raised with our customer care team. Please liaise directly with them who will look to resolve your concerns as soon as possible, we sincerely apologise for any inconveniences caused.
Thank you,
The Utility Point Team
Non existent customer service
Non existent customer service, been trying for 2 days to get a reference number for a charger installation at my home address, just tells you that you are in a queue with a woman in the background saying how customer focused they are.They are not.Sent an email which tells you that it will be up to a five day response time.Prices for gas and electricity are competitive, but totally falls down on customer delivery.We can’t blame the pandemic forever for poor service!
September 7, 2021
Unprompted review
Reply from Utility Point
Hi Richard Lloyd,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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Still waiting for my refund
Still waiting for my refund. They asked me for my customer account number and telephone number so customer service could ring me. 6 days later still waiting. I really need my money refunding or I will be cancelling my payments for the next few months
September 7, 2021
Unprompted review
Reply from Utility Point
Hi Val,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
Suspect how all the 5* Reviews have…
A little suspect how all the 5* Reviews on here have been "Invited" 🧐
1. Requested £270 credit refund 5/6/21. Told 60 days. That came and went.
2. Complained. Told I would get it in 10/12 days. That came and went 11/8/21.
3. Have sent email chaser's for update and being ignored.
4. Called option 3 on their phone lines "for if you have a problem" to be told they can't help with problems/complaints.
You just couldn't make it up.
It can't be money because their last accounts on company house said £7m cash. Unless they've burnt through it. Must either be shocking management or just holding on to cash to help the business.
All I'll get now is a copy and pasted reply to this review saying they're sorry and it's with the finance department/ higher management or they will be in contact.🥱 But empty comments and promises. If Wetherspoons can staff their pubs then an energy company can press a refund button.
REPLY TO REPLY: Of course I've tried to "liase with the customer care team" but they have no number and they ignore emails. Once the 8 weeks complaint limit is up I'll just go to Ofgem and the small claims court and it'll cost you more than just my credit unfortunately.
September 6, 2021
Unprompted review
Reply from Utility Point
Hi Sam Spencer,
We are very sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Following a review of your account, I can see that your complaints have been raised with our customer care team. Please liaise directly with them who will look to resolve your concerns as soon as possible, we sincerely apologise for any inconveniences caused.
Thank you,
The Utility Point Team
organized and efficient service
September 6, 2021
Reply from Utility Point
Hi Mr T Martin,
Thank you so much for your review! We are so glad to hear of the good service you have received!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
Disappointed to say the least
Disappointed to say the least. Have been overcharged for months and when I queried it I was given various options. I chose the option of a partial refund and to leave the remainder as a buffer on my account. After chasing and chasing the promised refund, I am still waiting. Very disappointed with customer care. Takes an age to get through on the telephone and promises made but yet to be fulfilled.
September 6, 2021
Reply from Utility Point
Hi Jo,
We are sorry to hear that Utility Point have fallen short of your expectations and that you have not received the level of service you had expected. Utility Point strive to deliver a high level of service and its always disappointing to hear of any of our customers being dissatisfied with the level of service they have received from us.
Your refund has been escalated further to higher management and once issued our team will notify you. I can assure you the finance team does indeed have your refund request and it will be processed as soon as possible. We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
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Incompetent or in trouble?
I have been with UP for two and a half years, I had been happy though it always struck me as strange that the details on my account dashboard were rarely up to date and correct. I moved my energy account on 24th July, and was in credit at that point of £10.19, yet two days later they took my direct debit of £90.00. It says it can take six weeks for them to agree industry meter readings, so I waited patiently. I left the Direct Debit open, so that they could refund the credit, and was astounded when they took another £90.00 on 25th August, now owing me £190,19. I gave up on the phone and emailed, I received an apologetic reply, and a promise of refund in 'up to' 10 working days. That time is now up and no money has been transferred, so I called today and was told there is a backlog in repayments, but the chap said he could 'escalate' my request, and I should receive the refund in up to 10 working days. I am now contacting Ofgem....this is totally unacceptable!
September 6, 2021
Unprompted review
Reply from Utility Point
Hi Michael Anstice,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
Poor service
Waited till I owed over £600 before contacting me… was told it was a self managing account which wasn’t mentioned when signing up.. so to put payments up I was supposed to contact them..as soon as I could I switched… don’t use…
September 5, 2021
Reply from Utility Point
Hi Colin Whitton,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations.
We do annual direct debit reviews however as per our terms and conditions, which is sent in your welcome pack, it is also the responsibility of our customers to manage their account online. We expect our customers to manage their accounts online as part of our Online Management Discount to ensure anything like this can be brought to our attention if not picked up by our direct debit reviews. If you see your account build up a deficit or a credit, please do get in touch with us at any time to review your direct debit.
We are currently waiting to receive your final validated meter readings, directed from your new supplier, in order for us to raise your final bill and advise of the outstanding balance. If you have any questions in the meantime, please do not hesitate to contact our team.
Thank you,
The Utility Point Team
Avoid this company at all costs
Avoid this company at all costs. They try to double your direct debit after a month or two. If I could put no stars I would. I’m unhappy with look after my bills for involving me with this company.
September 4, 2021
Unprompted review
Reply from Utility Point
Hi James,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
Good service
I have found service to be good with personal responses from customer services. A request for a refund was delayed but did come through last year and we have just renewed our contract for a third year. Friends with other suppliers have never had their refunds!
September 4, 2021
Reply from Utility Point
Hi Jennifer,
Thank you so much for your review! We are so glad to hear of the good service you have received!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
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Cheap and nasty company
Cheap and nasty company. Everything is done automatically to the point of incompetence.
I left Utility Point due to their poor customer service and constant automated messages. After receiving my final bill of £7.32 paid it within 4 days. Imagine my surprise when I received a threatening email and letter from their debt management team demanding payment and threatening further action.
I complained to the debt management team and received a tart response stating that the money had not reached my account and it was best to wait 3-5 days. Obviously I complained pointing out that they had not even waited 14 days before harassing me and there had been a bank holiday. To this Utility Point responded they were sorry but unfortunately I got caught up in the automated chasers sent out at the end of the month, as if this was an acceptable excuse for harassment. Customers have 30 days to pay and Utility Point need to honour this.
This is no way to treat your customers if I am threatened again I will be taking this further.
September 3, 2021
Reply from Utility Point
Hi there Te,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations.
Please accept our sincerest apologies for any stress caused, this was never our intention and we will be amending our procedures to improve the service to our customers.
We can confirm that your payment has been applied to your account which has now been closed. If you have any questions, please do not hesitate to contact our team.
Thank you for your feedback,
The Utility Point Team
I am with Utility Point for last 2…
I am with Utility Point for last 2 years and have very positive experience. One of the cheapest and easy to deal provider. Recommend to all.
September 3, 2021
Reply from Utility Point
Hi Santosh Rai,
Thank you very much for your review! We are so glad to hear of the good service you have received! Please also remember our Refer a Friend scheme in which when you refer someone to Utility Point with your unique referral code, you will both receive a credit of £25 on your accounts!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
Hanging on the line forever and not…
Hanging on the line forever and not very quick responding to emails
September 3, 2021
Unprompted review
Reply from Utility Point
Hi David Andrew McNally,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. Please reply to our private message with your account details and a member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
Utility point offers the best available…
Utility point offers the best available rate for both electric and gas. I couldn't find any one cheaper than utility point. The reward scheme is very good. Only drawback is that you have to submit meter reading every month and they don't offer or support smart meter.
September 3, 2021
Reply from Utility Point
Hi Mr Imran Ahmed,
Thank you so much for your review! We are so glad to hear of the good service you have received!
Please note, with your current smart meters, you have the older generation meter type. Unfortunately, these are only compatible with the supplier who installed them however, we are providing our own second-generation smart meters. These are compatible with all suppliers to be able to connect to these. We have added to the list of interest to have these installed and when these become available in your area our meter operators will contact you directly to arrange a suitable date to have the meters exchanged.
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
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Great
Great. Easy to submit meter readings online, nice to be able to see utility usage on the website.
September 3, 2021
Reply from Utility Point
Hi there MW,
Thank you so much for your review! We are so glad to hear that you are finding your online portal easy to use!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
Absolutely diabolical customer service
Been trying to renew my new energy deal since 10th August. Unable to get through on phone and have sent two emails and no reply to either. I have also sent a complaint email a few days ago and surprise, surprise, no response. My deal runs out 2nd September and my new deal should start the day after, but no confirmation yet from them it is going to happen. Absolutely diabolical customer service from a company I have been loyal to for 3 years. Rest assured, if I end up paying a penny more due to them not commencing my new tariff on time, I will raise a further complaint.
September 3, 2021
Unprompted review
Reply from Utility Point
Hi there,
We are sorry to hear that you’ve had this experience. Utility Point strive to deliver excellent customer service and we’re sorry that we have fallen short of your expectations. A member of our team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
Reply from Utility Point
Hi Michael Clements,
Thank you very much for your review! We are so glad to hear of the good service you have received! ! Please also remember our Refer a Friend scheme in which when you refer someone to Utility Point with your unique referral code, you will both receive a credit of £25 on your accounts!
If you ever have any questions at all, please do not hesitate to contact our team and we will be promptly in touch to resolve any queries you have.
Thank you again!
Utility Point Team
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