[Kevneill889]

Hi, I'm in desperate need of help and advice here.

I have been desperately trying to contact utilita over the past week and a half and have had no success. I have sat on hold for over two hours some days, I have sent messages through Facebook, I have sent messages through their complaints section within the app and website and I've sat in a long wait on the online chat only to ge to position 23 then be disconnected then reconnected back at position 400 odds.

I am truly at my wits end and ready to move me and my daughter out of this property because of this.

I have a real issue with my gas meter which I've been given a date of the 28th of December before anyone can even come and look at it. I got this date because my landlord managed to get a hold of them first time. When they spoke to utilita they asked them to switch me from pay as you go to dry meter billing because of the amount of money I was feeding my gas meter even when I wasn't using gas. They said they switched my electricity meter to dry but couldn't do the gas meter because of the issue with it.

I am now in a position where I am rapidly running out of money to put in this meter and can't get a hold of a single person to speak to in order to resolve this now serious situation. In the past week and a half I have put £120 into my gas meter just to keep hot water, cooking facilities and heat in my home when needed. It has now gotten real close to the point that if I can't speak to them about this I will have no option but to pack me and my daughter's belongings and move out which isn't ideal and will be an upheaval coming to Christmas. To make matters worse I'm just out of hospital after an unexpected operation.

Can anyone help me with this as I'm really against the ropes now with nowhere to go now and the fact that I'm recovering from surgery isn't helping this matter if I need to start moving me and my daughter out before Christmas

[Weeeck59]

@Kevneill889

IF YOU SEND IN A REVIEW ON TRUST PILOT SOMEONE FROM UTILITA PHONES YOU BACK IN ABOUT THREE HOURS

[Kevneill889]

Originally Posted by Weeeck59

@Kevneill889

IF YOU SEND IN A REVIEW ON TRUST PILOT SOMEONE FROM UTILITA PHONES YOU BACK IN ABOUT THREE HOURS

I have now done this but I can't see it helping, I am in the process of making it known by all means available how terrible this company really is as it seems I'm not the only one not happy with the service they provide

[Citizen83]

Hey there,

I am sorry to hear about your situation and angry once again this reckless company is continuing to get away with ruining goodness many people's quality of life!

I did have a little bit of luck using a different contact number (a landline they eventually contacted me from after making no contact for a long time).

Apparently this is the number for their so-called "Customer Budgeting Department" (I think like one member of staff alone at her desk runs it) but was the only contact I had any luck with.

This is a direct number to UTILITA'S Head Office in Eastleigh, Hampshire(not far from Southampton) hence why they a sponsor for Southampton F.C.

023 8100 0085

Last time I called, the wait for an answer was around 5/10 minutes, but they do answer 9-5 Monday-Friday - and don't let them fob you off saying "this is the wrong number" as it IS.

This is a direct number to UTILITA'S Head Office in Eastleigh, Hampshire(not far from Southampton) hence why they a sponsor for Southampton F.C.


Failing that, here's their address! Sometimes showing up in person has a certain kind of effect, especially if it's unannounced and you're armed with a camera phone.
Utilita, Hutwood Court
Bournemouth Rd
Chandler's Ford
Eastleigh
SO53 3QB


Best of luck!


- going to post this on the main forum now as everyone needs to know this.

Interestingly, last time I gave out this number on it it was deleted, and can't find the posts. So they clearly don't want people to have it.

[Weeeck59]

@Kevneill889 I agree with you utilita are the worst moving supplier in the new app wont connect to my meters
rubbish

[Kevneill889]

Thanks citizen83, I might just have to go down this avenue with them.

I did manage to get connected on Friday to the complaints department, I spoke to a women and never got her name which was silly. I explained my situation and asked to be switched off this terrible pay as you go system and be put onto a dry meter but she tried to say there is criteria you have to fall within and one is you don't use emergency credit for three months. Now that is fair enough but I'm going into emergency because of there useless app and website which gives their customers false information, I got fobbed off and promised she would call me back and she never.
I then had my gas cut off even though I had paid £20 to them the night before.

I then called back again to complaints and spoke to an advisor named Kevin who seemed like he was going to genuinely help. He discovered that I had made payments to the amount of £170 from the first of December but in actual fact I had only shown a usage of £78.16 so they had taken my money but not credited my meter (absolutely raging I was🤬). He said he was going to go speak to a manager and get this sorted out and made a hand on heart promise to call me back and we'll, he didn't.

So I now have a meter which is stealing my money, I have been given zero explanation to why and when I will be refunded the overpayment I've made but they are kind enough to give me a date of the 28th of December to have someone look at my meter,,,,,what an absolute joke. Someone really needs to look into this company as I don't think I can take much more. I have now contacted a solicitor who I'm waiting on calling me back. My next move will be social media, newspapers and whatever else I need to do in order for this company to supply its customers with a level of service we deserve.

[Kevneill889]

Originally Posted by Weeeck59

@Kevneill889 I agree with you utilita are the worst moving supplier in the new app wont connect to my meters
rubbish

Honestly, I have dealt with some terrible companies but this one is by far the worst. They just don't care, they don't have one ounce of compassion for their customers. They really need to be investigated for their actions. I was astonished to see the complaints on trust pilot 😬

[Weeeck59]

i was thinking on reporting them to the sottish government about the way they treat their customers

the amount of complaints alone on trust pilot is worth a look

[Vikkibos]

Hi I was just reading about your situation I moved into a property 12th November I switched over to British Gas Friday because Utilita charged me £296 for 34 days my usage was like 2320.0kwh for a month every time I topped up they took 25% recovery charge off I said to them about it they didn’t do nothing then in the end a bloke said yea you are paying old tenants debt I emailed them I sent tenancy agreement I even said have you got the right meter reading they wouldn’t tell me what it is I have documented it the last 2 weeks I don’t no what to do I’m glad I’m going it’s British Gas but they had so much money off many thanks

[CheshireWest]

Could someone contact me over a property 109 Newham road we have taken over? I cannot login without a customer number but have not been given a customer number since notifying of the change of tenancy on 4/01/23. No-one is answering the phone.

George Ablett.