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
The worst company I met
The worst company I met , taking ages to return the refunds . Its been 2 and half months now I am waiting for my refund, all the time same excuses no enough staff , if they don't have enough staff how they will handle customer problems. Sorry, but I advice to switch to good reputed companies though its bit expensive.
September 13, 2021
Unprompted review
Reply from Utility Point
Hi Roseta Dsilva,
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.
We can assure you the finance team does indeed have your refund request and it will be processed as soon as possible.Our team will be in contact shortly to advise further
We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
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Petty thieves, stay away
This is the worst company I have ever come across to deal with, I switched supplier a few months ago and my account was left in credit, I am still waiting for my refund, all I get is false promises, I would never go near them again they are no more then petty thieves
September 12, 2021
Unprompted review
Reply from Utility Point
Hi Mr Richard Harrington,
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.
We can assure you the finance team does indeed have your refund request and it will be processed as soon as possible.Our Customer care team will be in contact shortly to advise further
We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
Overall I have no complaints
Overall I have no complaints, however a request for a partial refund of my credit balance was not actioned initially and needed to be chased up by myself.
September 12, 2021
Reply from Utility Point
Hi,
Thank you for your review!
We do apologies for the initial delay in receiving refund and are pleased to see this has been received.
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
STAY AWAY!!!
STAY AWAY!!!
I have over £900 credit on my account and have been fighting 6 months to have it refunded. Every day brings a new promise I will have it soon but it never arrives.
UPDATE I have no way to publicly respond to UP reply so here it is.
Your customer service has failed at every hurdle so I am not going back down that route.
This has already been passed to the Energy Ombudsman who is now dealing with this.
September 12, 2021
Unprompted review
Reply from Utility Point
Hi James Veal,
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 be in touch shortly to assist further.
Thank you,
The Utility Point Team
Do not use!
Do not use!
Check social media for the hundreds of angry customers waiting for a refund once they switched away. Their email correspondence says they strive towards reducing inequality and providing a service to customers which is efficient, honest and reliable. They are neither efficient or reliable and most definitely aren't honest. The reviews I have seen are only for those on social media. Just imagine the elderly people who were using them that aren't posting reviews. Stay far away from this company!
Don't take my word for it, do your own research, it will be immediately clear.
September 12, 2021
Unprompted review
Reply from Utility Point
Hi Rachel,
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.
We can assure you the finance team does indeed have your refund request and it will be processed as soon as possible.Our Customer care team will be in contact shortly to advise further
We do sincerely apologise for the inconvenience caused.
Thank you.
Utility Point Team
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NEVER USE THIS ENERGY PROVIDER
It is nearly six months since I transferred my multi fuel provider and still I have not had a closing statement or credit refund from Utility Point. I chase them regularu for an update and they blame my new provider for not confirming the meter readings. I shared with them an email from my new provider confirming the meter readings that I provided to all parties on the switching day.
Still platitudes and apologies aplomb but nobody at Utility Point is taking responsibility to manage the closing of my account and returning over £200 that I have in credit with these incompetent clowns.
September 12, 2021
Unprompted review
Reply from Utility Point
Hi Priory Gardens,
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.
When customers apply to switch their energy to another company, near the switching date customers will provide the new supplier the opening reads. These reads are then sent to an independent 3rd party delegated body within the industry who have access to the information about your historic readings and consumption to be validated. Once the opening meter reads have been validated the industry will also send the previous supplier the meter read to raise the final bill to the same reads the new supplier starts from. Both ourselves and your new supplier are obligated under industry regulation to use the industry validated opening reading, which ensures that you only pay once for any of your consumption at your property.
A member of our team be in touch shortly to assist further.
Thank you,
The Utility Point Team
UP financial difficulties
the reviews are a clear sign that UP is experiencing financial difficulties. Its appalling that regulators can’t better protect the customer. Instead UP is allowed to continue to cause financial stress to customers who are seeking legitimate refunds and who have their own financial commitments to manage. I too have a large credit balance that I will face problems having refunded if UP is still trading in Dec when my tariff ends. A month ago UP agreed to a reduction in my current DD to utilise my credit balance rather than refund it. Alas this month I receive an email notification that the DD has been recalculated/adjusted back to its old value. My advice to those waiting for refunds after leaving UP is to lodge a complaint with the Ombudsman without delay to expedite your refund. Don’t listen to UP apologetic platitudes/promises.
September 12, 2021
Unprompted review
Reply from Utility Point
Hi Tony,
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 be in touch shortly to assist further.
Thank you,
The Utility Point Team
Worst company ever when it comes to…
Worst company ever when it comes to refunds! Over a month since I closed my account and I still don't have my refund back even though it's supposed to take 10 working days only.
They were great whilst you are a customer. As soon as you cancel your account due to moving they turn into an absolute nightmare! Customer service is the worst and the fact they hold on to your money with no timeline or information when they will actually refund you, is simply illegal!
September 11, 2021
Unprompted review
Reply from Utility Point
Hi Anna-Maria Janssen,
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 owe us almost £100!
We have just short of £100 credit owing back to us on our Utility Point account from the beginning of July 2021. We were told that this would be refunded within a few weeks, but after 4 follow up calls and 2 “escalations” we are now at the 11th Sept 21 and still no refund!
September 11, 2021
Unprompted review
Reply from Utility Point
Hi Jane B,
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 be in touch shortly to provide an update.
Thank you,
The Utility Point Team
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Most competitive energy supplier
Most competitive energy supplier when running comparisons. Even renewed with them as still the best deal on offer. Easy account management for monthly meter reading submissions. No complaints!!
September 11, 2021
Reply from Utility Point
Hi Paul,
Thank you for your review! We are pleased to hear you have decided to stay with Utility Point for another year.
If you do have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Do not over pay!
Well up until June I would have recommended anyone to use this company. But I am in credit on my account by over £400. I have requested a refund and had a very quick polite response saying it would be dealt with but may take 60 days. So ok not a problem I would be receiving my over payment back. Well after several more emails, still no refund! It is now 10th September almost three months since my request and I know I'm not alone, this company is sitting on alot of people's money. I suggest if you decide to use utility point then make sure you do not over pay. I'm still waiting for a reply from my last email from the bringing of this week! They certainly know how to look after themselves. With our hard earned money.
September 10, 2021
Reply from Utility Point
Hi Carole,
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 assist you further.
Thank you,
The Utility Point Team
Best move i ever made.
Great service nothing to much trouble great prices would recommend them to anybody.
September 10, 2021
Reply from Utility Point
Hi Ray Allwood,
Thank you for your review! We are pleased to hear that you have received the 5 star service we strive to deliver to all of our customers!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
DO NOT EVER USE UTILITY POINT!!!
DO NOT EVER USE UTILITY POINT!!!
They ceased to be my supplier on 20th May, told me they would be processing my refund on 16th July and despite many follow-up emails & phone calls, they have missed several of their own self-imposed deadlines/promises of when they would give me back my money. Utterly appalling service, and quite frankly immoral and just plain wrong. Cannot recommend highly enough that you go with an alternative supplier. Avoid like the plague.
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Westcroft Movies,
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 Customer Care team will promptly be in touch to resolve your issue.
Thank you,
The Utility Point Team
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Be prepared for a 45 minute wait on…
Be prepared for a 45 minute wait on average to talk to anyone,
Massive price hike this month so desperately looking for an alternative cheap supplier.
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Joe Mckie,
We are sorry to hear that you have been unable to reach our team. We can reassure you that this continues to be closely monitored. We can confirm that our average wait time in September is under 5 minutes however this can get busier at certain times of the day therefore we appreciate your patience.
We can see your query has been addressed by one of our agents today over the Phoenix however if you require further assistance please let our team know.
Thank you.
Utility Point Team
This company continues to keep my £900…
This company continues to keep my £900 which they keep promising to return. County court is the only way forward with these people. They tell me my complaint is registered. I don’t care about a complaint I want my money back.
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Steve Poole,
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.
Our Customer Care team will be in contact shortly to assist you further.
Thank you.
Utility Point Team
Deliberate avoidance of refunding credit at the end of an agreement
It's currently been 3 months since I switched away from UP to a new supplier. At first UP blocked the switch but, after 3 or 4 phone calls, did eventually 'allow' me to leave. Subsequently I've made about 10 further calls chasing the refund of the credit left on my account. I should point out that this refund process is carried out automatically by most large utility companies and I've never had an issue like this before. Over the phone, UP representatives have 'escalated' the problem twice or more. I've been told I'd be called back on numerous occasions within X days, those calls never arrived. I've been told I must wait X days for my case to be reviewed and then I've never heard back, including after I made a formal complaint, which has seemingly been completely ignored. On every occasion I've had to contact UP, never the reverse. It's the worst experience I've had in 20 years with various utilities companies, and that's saying something. UP is currently holding on to my money, to which they have no right, and is not communicating with me. It's disgusting and completely unprofessional. Unless you enjoy having your money stolen and then spending hours of your life on hold, trying to get it back, I'd recommend using another provider.
September 10, 2021
Unprompted review
Reply from Utility Point
Hi Gavin,
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
Appalling service
Appalling service, avoid. I was incorrectly billed for 4 months. I have been trying to get my refund of £306 back since the start of July. At the end of August my case was finally sent to the complaints team which takes 14 working days to acknowledge your request. Takes over 30/40 mins to get through to customer services and they can't let you speak to a manager or the complaints team. Terrible customer service. I would never recommend this company to anyone
September 10, 2021
Unprompted review
Reply from Utility Point
Hi there Michelle Smillie,
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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A Labyrinthine Nightmare
Dealing with this company is a truly demoralising experience. Speaking to anyone is next to impossible and they never refund credit balances until you have threatened them with dire consequences. For your own sanity please go elsewhere.
September 10, 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.
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
Reply from Utility Point
Hi Mr Rodney Burridge,
Thank you for your review! We are pleased to hear that you have received the 5 star service we strive to deliver to all of our customers!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
Reply from Utility Point
Hi Sue Sellars,
Thank you for your review!
If you have any questions at all, please do not hesitate to contact our team.
Thank you
Utility Point Team
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