“Used the 'Look After My Bills' website to find the best and most cost efficient way to potentially change energy supplier. Was paying £112 via EDF for dual supply .. imagine my delight when Look After My Bills said gas and electricity supply via Utility Point was only £69 a month !! .... lovely ..for 3 months ... now I realise due to Covid19 we're all using more energy at home ..but I was more than disappointed to see my new DD at £154 a month ?? ...wth?? Outrageous .. wish I'd never bothered ... and will start today the arduous task of arguing this..”
“Dreadful company -- perfectly fine while supplying gas and electricity, but the moment I switched to another company, they have withheld the £245.59 overpaid (taken by them via direct debit) and it has been two months trying to get it back, so far without success. Simply breathtaking that such theft can be allowed to carry on unchallenged. Do not switch to this company.”
“Switched to another company but it is the non refund of DD overpayments credit to my bank account that the company have not actioned. Too many e mails and request for my back now. I am now looking at intervention from a third party. Avoid making any over payments to this company by way of DD as you will find getting a refund a nightmare! I have a bad feeling about this company due to this! I would avoid and research before opening any account with them you have been warned! Not been refunded so far!”
“Negative stars would be better, I was changed to this company through mybills and they doubled my dd and now my year is over with them and I’ve moved again through mybills left in Oct 20 and like all others still waiting in my credit, an absolute joke of a company.”
“Utilty point are shocking. The bills are not easy to understand. They show the direct debit but also show the actual debt for that month. They frequently ask for a top up claiming your account is in debit.
This happened to me several times. They asked for a lump sum top up of £160 and a DD increase. I was surprised at the debt amount and decided to leave. 2 weeks later I left them.
Guess what, they now owe me £335.01 as overpaid.
That was back in October 2020. Iam still waiting for the refund despite e mailing them and sending a letter by registered post. They want as much of your money up front
They want your money in their bank before you have even used any energy. If only all businesses could run like this, most businesses have to wait a few days to be paid. Not utilty point, they want as much of your money in their bank and then they won't part with it when overpaid. It's ironic that they can increase your payment in the click of a button, the payment from us to them is increased immediately,yet in reverse it takes months. Well Iam still waiting.
Yes you might get to speak to someone in a timely way when the pandemic is over but at the moment, computer says NO.
Stick with the big companies at least they don't money grab.”
“The process of switching to Utility Point was easy and the tariff was good value. However, it went sharply downhill from there. I lost my job and had to move out of my flat. I e-mailed Utility Point who (mistakenly) told me I had to pay exit fees to get out of my contract. In my case, I didn't. They ignored my request to speak to someone. After weeks of e-mails shooting back and forth, I eventually got a call to confirm they were wrong and provide an apology. I thought that would fix things, but since then they have failed to contact the remaining tenant about a new quote. Despite knowing I was leaving three to four months ago. They have sat on my final bill refund for over three weeks. They are unwilling to tell me when they can pay me. I cannot reach them on the phone, have difficulty getting an agent on an online chat and wait an average of a week to get a reply to an e-mail. Their customer team has been unresponsive, unhelpful, uncooperative and have provided false information. Please do yourselves a favour - do not do business with this company. They are truly awful.”
“Avoid, avoid, avoid waiting 2 months for a 280 pound refund,
No one answers the online chat option, if they do say all they say is it's been raised with account, no one answers emails, and if you phone it's just an answer phone message,
Contacting watch dog along with the energy ombudsmen on this one.
Lucky if I get it this year”
“I have been waiting for my refund since 12th Nov 20 when I left these jokers. They said I would receive my refund in 10 days. Still nothing. I will get the ombudsman involved. Waste of space company. Not interested in replying to emails or calls. I have the same problem as others. No way to contact them. CS phones switched off, no response to emails. Live chat just does not do anything. I've switched supplier since 12th Nov and have a refund of £130 o/standing credit on my account. Last time I checked; you could not get corona from answering the phone/a email. Really poor.”
“The same as all recent replies. Waiting since October for a refund after changing suppliers.
The wait is unacceptable, yet they had no problem doubling my direct debit on Christmas Eve last year.
Shocking customer service”
“Still waiting for £163 refund, emailed and emailed. They seem to be using covidas excuse for very poor service. Doesn't seem to matter how people are suffering. Shame on them.”
“Avoid at all costs. I was switched by look after my bills in June 2019. I was only ever £3 in debt but over winter they doubled my direct debit so by the time I was switched in mid October 2020 I had built
up £850 of credit. I’ve been chasing ever since and only received empty promises but get no response now.”
“I changed suppliers in October, still through utility point, and am still waiting for the £300 odd pound refund that is due to me through overpayment to the last supplier. Dreadful customer service and they are leaving me with no option but to pursue my money through the small claims court.”
“Left utility point on the 22nd October and joined eon,now the 14 th December 2020,still waiting for a refund of £93,after numerous attempts to contact utility point regarding refund,one agent got back to me saying they have been inundated with refund requests so it is taking longer than usual,nearly eight weeks and no refund,please not if you write a bad review you will only receive an automated response from utility point customer service is zero,live chat they do not respond,telephone calls automated response from director,you have been warned.”
“This company is a complete scam! I would give it no star if I can. For start, the company has been billing me hundreds of pounds for over one year while never supplied me with any energy in the first place- turned out it was because Utility Point used the wrong MPAN number from day one, so they were billing me for other household’s energy. When I try to get any help from the company, their service line absolutely does not exist! Call center shuts down, online chat never works, no reply for email for weeks... Absolutely scams!”
“Just like so many others I am chasing (and chasing, and chasing) up a refund from Utility Point.
I will be raising a dispute with Ofgem and also starting a small claim.
They must have 100s of thousands of pounds of consumers money.”
“Switched in October still waiting 2 months later for refund of £280. Don’t answer emails live chat only receive automated responses , no telephone . Terrible customer service.”
“I have been waiting for a £200 refund for 2 months. They emailed to say it would be in my account in 10 days but had nothing. I’ve emailed numerous times & get no reply. Looking at other reviews I see a lot of people in the same boat. Will never use this company again!”
“I've been with utility point for just over 18 months. All started well until last winter when I got an email informing me of an increase to my direct debit. I didn't really think anything of it at the time as it was winter and I would probably use more energy. Fast forward to the end of summer and my direct debit just stayed the same. When I noticed I was over £230 in credit. I asked for a refund and the direct debit to be altered and they agreed. The direct debit is still more than my highest monthly use and 8 weeks on, no refund. Now they have stopped replying to my emails too. Almost the worst customer services I have ever had.”
“Customer service ... almost 2 hours on chat waiting for reply.... refund ok credit took almost 6 weeks after changing suppliers... will not go with them again... still waiting refund cv12 0ld”
