I've had an outstanding issue with this company since I joined them in April 2023. With 9 out of 10 top ups being unsuccessful, having to contact "customer service" who are hit and miss for how helpful they are with most ignoring what you say and instead seeming to try following a script rather than giving actual customer service and promising callbacks which never happen. Should you ever request to speak to a manager, you will be told either they aren't in or they are in a meeting. After numerous visits from them to replace my smart meters, 3 seperate engineers 2 of which stated no issues, approximately 6 weeks apart, gone to energy ombudsman (found in our favour) they had 28 days to implement the repairs, they left it until 2 days before deadline to send an engineer and suddenly back board to meter rotten and fuse needs replacing before they can fit new meters. I personally have had to book the appointment with National Powergrid to have this carried out myself as Utilita failed to send a job ticket over to them despite a manager telling me that this had been raised with national grid (also advises that national grid appointments can take up to 6 weeks in my situation by Utilita, however within 24hours of my call tp National Grid they had sent an engineer and carries out the work requested ready for Utilita to fot the meters). And now just been advised that Utilita cannot get an engineer out til 4th January. So in minus temperatures we are unable to top up and Utilita dont care. What a joke of company!!!! Do yourself a favour avoid these like the plague, wish we hadnt have gone to them. Had nothing but problems since i joined these In the event your topup is unsuccesful be prepared for up to a 14 day wait just to get your money back to try again. Jokers!