This by far has to be the most infuriating experience I have ever had with a service provider. Long story short - Really Nice App - Consistently messed my bills, with vastly overinflated estimated bills - Claimed not to supply the property I moved into, even though they did - Refused to believe me when I gave them details about my meter numbers - Constantly told me that they could not reach my meter and offered no solutions as to why - Took 2 months to agree to send an engineer in - Took 4 months for them to inform me that my gas meter was not compatible with Utilita , even though Utilita was a provider at the flat before I moved in. - Kept sending me Final Notice for bill payment, while I was disputing the bill - Did not receive revised bill until I phoned up and had a member of the team email it to me In March I moved into a property already supplied by Utilita - so I my head I was thinking this should be a quick one, just phone them up and get my name added to the account. I phoned utilita about 10 times and I was constantly told that my address was not on their records despite me giving them the full details of the address - even after I gave the MPRN number etc , it took another 5 phone calls with people at Utilita who never seem to have any background/notes from my previous calls - so its basically having to explain to them again - eventually after a month they were able to figure out that the property was supplied by Utilita after all - Hurrah , I said to myself this is it , all sorted now. But Nooo, the fun has only just started – spent another 5 calls being bounced to various teams at Utilita asking me to confirm my meter number, I would provide it and they tell me its not the meter they have on record , so they can’t help me and its back to them asking me if I am sure that the property is supplied by utility, I must have been on about 4 different calls with them confirming what the meter number for the meters I have in the house was and instead of accepting the information I was providing they were adamant that the wrong meter information they had on their records was correct - eventually 2 months in , I was able to get through to someone at Utilita who was able to listen and an engineer was dispatched to the flat to sort out both the gas meter and electric meter issue. – he came in and “installed” a payg/smart meter - Hurrah, I said to myself again, this has to be it all sorted now. All this while I have been providing them with meter readings, almost every time I spoke to the team But Nooooo, - after the engineer was in I was given 2 top up codes, 1 for Gas, and 1 for electric. Loaded money into both and soon I was able to see my balance on the App for the electric , but nothing for the gas. Couple weeks later I got a final electricity bill from Utilita which was mostly wrong , excessive and based on estimate – despite me repeatedly providing readings , the somehow pulled their own estimated reading out of the air and produced a bill based on this. I repeatedly phone to try to get this resolved and similarly to my calls trying to get the meter sorted , every time I called them about the same issue , I had to start from the beginning with my full story , and no on I spoke to ever had any notes from the previous umpteenth time I have been in contact. Despite notifying them that the bill was wrong and starting a bill dispute , and the person I finally spoke to asking me to resend old meter readings to get the bill corrected – I kept getting Final notice warnings and being threatened to be transferred to an external creditor- Common sense would say that things should be put on hold while the dispute and correct bill is being sorted - but no , I kept being send final reminders and being chased for the bill. Also this was taking place during the Covid 19 times , ( with post office running a slower service) , I got one of the final bills, that took longer than 7 days to get to me ( based on the date on the letter) , so by the time I got the bill the damn thing was already overdue – you’d thing a company like Utilita would be aware of this. Eventually I got a new email that my final revised bill was ready, but I had no way to view - since I got that email , I have received a further final notice letter , despite never having received the revised bill - just total chaos. Eventually got on the phone to Utilita again, and a nice lady finally agreed to just email me my final bill. Phew Back to my gas meter - since I got the top up number for the gas meter provided by the engineer, I have been topping it up – even though I have been unable to see the top up actually reflect in the meter or on the app. Every time I phone utilita to complain I was told the same response ( likely from some kind of cheat sheet) , which is to restart my app and wait 48hr and all should be well - phoned a couple times more only to be told the same thing . And every time I phone to asked for my balance they tell me the balance and it looks like no usage has been taken at all – but that did not seen weird to all but 1 of the people I spoke to at Utilita. Eventually, 4 months into this happy relationship – I was finally told that my meter is not compatible with Utilita and an engineer needs to come in to resolve this. So, after 4 months? And me topping up the gas meter regularly. I am just being told that my meter is not compatible – tried to convey this to one of their customer services people I was on the phone with and she did not seem to get why I was frustrated , and when I asked to be passed on to some sort of manager to air my grievances , she refused – but eventually agreed when I asked to make a formal complaint , but given how bad they’ve been at keeping track of happenings on my account , who knows if my complaints was actually noted anywhere.