[June69]

My mothers Utilita meter lost power days ago. It took us hours and hours and we still couldn’t get through. Eventually she called the emergency line and managed to get someone to come out and replace old meter with smart meter. She was left with £15 emergency credit after her balance was roughly £80 and was wiped off. She was advised to ring Utilita to get them to trace her lost money. We tried all day yesterday. I was on chat for over an hour and a half, I eventually got down to number 92 in the queue from 400 and was then told I was back up to 350 in the queue. My mam doesn’t know how to check how much remains on her meter, she is extremely stressed, has no access to internet and has spent hours on the phone trying to sort this out. She is also not good on her feet and has had a knee replacement. She keeps going outside on a snowy drive to try to find out how much remains on her meter. If she slips she could injure herself badly. We need someone to sort this out for her ASAP. If this is how Utilita treats it’s vulnerable customers there’s not much chance for the rest of us.

[Rebecca]

@June69 Hi there! Can I just start by asking if you are a named person on her account?

If so I can get someone to give you a call as an emergency?

Thanks,
Rebecca