Utility Point 

Anybody who can't get a refund join -Utility Point Owes me a Refund on a Facebook site there's hundreds of customers on it !!!! My best advice to geniune, honest customers who they owe you your money but won't give you it back best option fill in court papers and take this company to court they soon cave in return your money and pay the court fees ! Do not join this corrupt company in my personal opinion unless you want stress time wasting and DD payments taken out of your back you haven't disgust or agreed to !!

It is now 104 days since I asked for a refund of MY credit balance. I would give minus stars if I could. I am waiting for £330 credit (my account has £425 on it but the rest will be used up on my utility bill as the DD is now cancelled). If you are thinking of signing up with this company DO NOT rack up a credit balance for winter like I did. Total lack of customer service, if you phone, e-mail or post on social media. Their management should be ashamed.

Last week I left a review on trustpilot complaining about how long it has taken utility point to give me a refund (started in June it's now September and still no refund). They did reply saying they would soon be in touch. It's over a week and there has been no correspondence. Please keep this in mind if you intend to sign up to utility point because it's very frustrating.

DO NOT USE THESE CHARLATANS!

A quick scan of recent reviews soon makes it clear that Utility point have no problem taking your money but getting it back is a different matter.

My experiences are very similar to many others. In November 2020 I moved to another provider and after my takeover date with the other company I submitted my final meter readings online with both companies and emailed utility point requesting a final statement as I believed I had about £100 credit that I desperately needed and advised them of this.

It took them over a month and me getting in touch with me again where they LIED to me saying that they were waiting to receive the final meter readings from the other company despite the fact that I had submitted them and the other company advising me that they are uploaded to a national database and that companies don’t individually contact each other with meter readings and the other company referred me to a website that shows who my supplier is which clearly showed as the new company but still Utility point kept drawing up statements and direct debit reviews for me until I called them on this and got no apology but a miraculous final bill.
This however was no guarantee of receiving my money which took over a further month and many further corespondences. I then advised them I was entitled to £30 compensation as they failed to give me a refund within the 10 working days required by the regulator and requested a formal complaint as it was getting silly. I switched service early December 2020 and didn’t receive the refund till early March nearly 3 months.
The formal complaint email was the usual fob off about them experiencing high volumes of customers leaving and to bear with them and they would get me the compensation in due time.
I patiently gave them 6 months and in all honesty I forgot about it but recently realised that I hadn’t received the compensation I was entitled to so rang again and was told it’s been authorised by a manager and will be in my account within 10 working days but dejavu no money 10 days later so I rang again and was told they have to send it to the finance management team for authorisation and then it will take up to 10 working days despite being told on the last call it was already authorised so I said I would give them 2 days and if it wasn’t there I would take them to the ombudsman and he replied I have to open a formal complaint (Really I did that before and was just fobbed off, they are just looking to scare you out of bothering cause it’s too much hassle but they don’t know me obviously😂)Even the threat of the ombudsman doesn’t worry this company.

UTILITY POINT DO EVERYTHING THEY CAN TO PREVENT YOU GETTING YOUR MONEY DO NOT USE THEM UNDER ANY CIRCUMSTANCES. (I have spent well over 24 hours total chasing this refund and compensation and have now been forced to take it to the ombudsman) If I paid my bills to them in this way I would have been in court a long time ago.

THERE EXCUSE OF LOTS OF PEOPLE LEAVING THEM AND NEEDING A REFUND DOESNT WASH ANYMORE EITHER BECAUSE A QUICK SEARCH OF THE INTERNET SHOWS THIS ISSUE HAS BEEN ONGOING SINCE OCT 2020 AND IS STILL HAPPENING NOW. OFGEM REALLY NEED TO STOP THEM TRADING.

UTILITY POINT YOU ARE AN UTTER DISGRACE WITH NO MORALS AND NEED TO ASK YOURSELF WHY SO MANY OF YOUR CUSTOMERS ARE LEAVING AND MAYBE IF YOU PUT ALL THE PEOPLE DEALING WITH COMPLAINTS AND CUSTOMERS CALLS ABOUT THERE CREDIT ON REFUNDS YOUR ISSUES MIGHT BE RESOLVED.

They appear to have doubled their prices in the last couple of months - no email to say this was going to happen, just massive bills!

I am owed £188 from utility point, was promised I would receive it within 10 working days, that deadline came and went and I’m still waiting for my refund, no replies to emails and getting passed from pillar to post when I call them. Shocked to see that this is normal practice for them, there’s even a Facebook page dedicated to their incompetence called “where’s my refund utility point?”
Avoid this company, passed over complaint to utility ombudsman and ofgem

Utility Point incorrectly took £114 Direct Debit from me after the closure of my account. I have been chasing them for a refund for 2 months. They agreed that the money was due back to me in an email dated 23rd July, and advised that they would mark it as urgent and process as soon as possible.
I sent a reminder on the 16th August, and they confirmed back to me on the 19th August that they would escalate it and get it processed within 10 working days.
10 working days (and more!) passed, so I sent a letter of complaint on the 6th September, and have heard nothing back.
Under Ofgem rules, money owed to customers must be repaid within 10 working days of the final bill being issued (which was 17th June!!). The penalty in breaching this is £30. If a further 10 day passes, an extra £30 must be paid. On top of this, interest should also be paid. So I am now claiming from Utility Point £174 plus interest, but unfortunately have no faith in them being able to pay it.
A request to Utility Point - rather than give me the generic response "we strive to deliver a high level of service... blah blah blah...", as that only serves to frustrate your customers even more, please simply reply with confirmation on when you will be repaying me, and ensure you deliver on this.
I do not wish to complain to the Energy Ombudsman, but that will be my next step if this is not resolved quickly and to my satisfaction.

DO NOT DO BUSINESS WITH THIS DEN OF THIEVES!
On the 19th June I switched successfully to another provider. I finally got my final statement at the end of July saying I was £146 in credit.

I waiting the 10 working days that is the Ofgem standard and rang them on 19th August to chase my refund. I was told that it was just waiting to be processed and would take another 10 working days and the lady confirmed I would then have my £146. I then queried why only £146 as they had missed their window and now owed me compensation of £30. She then admitted it would be £176.

Fast forward 10 working days and I called again on 3rd September to be told my refund would be escalated by a manager and I would have it the following week. At this point I also asked for a formal complaint to be raised.

I rang again today 13th September as still no money. Was told by the call handler that there was nothing he could do as it was with the laughably titled 'customer care team'. I asked to be put through to them only to be told they don't accept calls! A complaints team that won't take calls is ridiculous! So I asked to speak to a manager and was told that would take 5 days!!

This company has all the customer service ability of a used teabag.

AVOID AT ALL COSTS!

UPDATE: Utility point quick to reply to this review with their usual copy paste lies that they've given every one else. The same lies they've telling me on the phone for almost a month!

Dreadful company to deal with
They never answer the phone , held for 40 minutes today, previous time 50 minutes no reply.
You send an email they dont read what you are asking for so whats the point
All I want to do is pay a final bill having sold the property.
My tenant signed up to these lovely people!
Do not go here they are impossible to deal with

Absolutely awful service.

The best joke though is that they fitted smart meters that firstly aren't smart - I still need to provide a meter reading and secondly they can't provide in home displays because they don't work. What is the point of a smart meter that doesn't do those two things?

I wasn't told any of this until after it was fitted.

What makes it worse is that they suggested I get it fitted to stop me having to give meter readings - this was their idea!!

I think I might be sent a chocolate teapot too as an apology and it will be as much good as the smart meter they fitted.

Might be cheap but you get what you pay for!!

I wait with great expectations for my very generic reply below my comment.

Fighting to get money owed to me after leaving due to very poor customer service. Was advised in correspondence would have several weeks ago, never appeared and despite numerous emails, phone calls and also legal correspondence, have either been ignored or advised "is being passed on". Have left me no option but to submit papers to court. If you want decent customer service and responses, consider not using this company!! Will submit a review with updates every day until matter is resolved. Without prejudice. **UPDATE** same response as previous just advising they are aware and someone is attending to it, but they don't. Submitted a comment regarding issue on their Facebook page which they deleted and then blocked me, not the actions of a reputable company!!!! Will be proceeding with court action against company and Chief Executive as a co-defender. Without prejudice.

So far have been with Utility point for about 20 months. Nothing bad to report as all has been well. When I did need to get hold of them it hasn't been an issue. I've built up some credit so I have read that getting this back might take a while but only time will tell but I'll cross that bridge when I come to it. If you use Brown2109666 code when you join you will get £25 credit (as will I) and I used a similar code when I joined (only £25 back then). If my experience changes I will update the review. XXX Update XXX still fine as had no issues at all. I email them to get the DD changed when I had built up a credit. They were still the cheapest for my usage when the first year was up so stayed with them. XXX UPDATE XXX well who knew they would go bust!! Never mind waiting to hear who will be picking up the pieces and on to the next one. Its been emotional.

I have been with Utility Point for 2 years now and have nothing bad to say about the service I have received at all. I have found them very communicative and helpful with clear instructions given in particular to meter reading queries. I wouldn't hesitate to recommend them.

My contract with Utility point ended 20th July and I am still waiting for my £171! I have emailed several times and I was told on the 5th August it would be ten working days. Later that month I was told it would be escalated to urgent. Same reply I got last Friday 10th September. Shocking customer service. Why on earth would it take nearly two months for admin to transfer my money??

Am still awaiting refund after almost 3 months fed up of promises to comply with my request . This company clearly do not have care for customers who have left them and feel they have the right to hold on to moneys that does not belong to them.

I've been a customer for over 2 years now, they hands down beat any compromise out there and I'm an acid switcher! I've collected a credit on my account and I communicate with them via Facebook messenger to reduce monthly DD by over 50% to use the credit I've got. Their response on Facebook was quick and efficient and they sorted my request in a matter of minutes. As long as they are the cheapest I'll be with them forever!

I am trying to get a refund i left on 1st july owed a refund of 120 I emailed customer service 26th Aug as still not received . i was told that it only takes 10 days to receive a refund if you leave .... still no response to my email of 26th aug called and was told that as a goodwill gesture i was given 30.00 from management still not received now on 13th sept . i also was due a refund previously in oct 2020 this also took 7 plus wks to receive .. what is going on this company is shocking !!! i will not be going with them ever again!!! perhaps if you got ur staff to perhaps work overtime on saturdays to keep up with the back log would be a start ... your accounts dept are thje most unreachable accounts team i have ever had the misfortune to rely on!! plse sort this mess out , all you seems to have a re complaints . customer complaints are a way of evaluating things that are wrong ,, but you dont seem to care . i suggest someone gets back to me on this before i take it even further. it takes at least 40 mins on a good day to reach you by telephone!! my account number UPDO 131253

They have replied again with an obvious standard response so it looks like they are doing something when it is a computer generated.

Don't use this company

From: Utility Point Help
Sent: 07 September 2021 13:28
To: Terry Jackson
Subject: Re: Account UPD0210654

Good afternoon Mr Jackson,

Thank you for your email and review.

I am 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.

Please accept our sincerest apologies for the delay with your refund. I can appreciate your frustration with this, and to offer some explanation, our industry is facing an extremely challenging time, particularly independent suppliers such as ourselves. We have experienced a growth in customer numbers during the pandemic however it has been a challenge to recruit and train new customer service agents. This has meant that some of our members have experienced delays in receiving a refund or reaching one of our team. I can confirm that this has been escalated to our management team as urgent and you will be notified once this has been issued.

Once again, please accept my sincere apologies for the further delay and inconvenience caused to you.

If you have any further question in the meantime, please do not hesitate to contact us.

Warmest Regards

Maisy

Utility Point Ltd

Never had any issues, good website, clear bills and was easily contactable when needed and that was only once.

I switched supplier in April and have been waiting for a refund of £700 since then. I have phoned continuously and always been told by someone on customer service that this will be escalated to a Manager. I have asked to speak to the "manager" on numerous occasions and of course that doesn't happen.

2 weeks ago I put in a formal complaint, being told someone would contact me. I have heard nothing.

Utility point were quick to put our monthly direct debits up to an extortionate amount, which we never defaulted on. Had this been the other way around, I am sure Utility point would have had debt collectors on us.

As you can see there is a common theme running through the reviews. DO NOT TOUCH THIS COMPANY. They are made of up of thieves, who want to steal your money. Utility point give our money back

Edit- UP sent me a generic message telling me to respond to their private message with my details. But there is no private message and every customer review has the same message, so my guess is this won't be escalated at all. I think it is time to approach the ombudsman