[Fionahamill]

Hi I've been getting the monthly help from government direct to my smart meter until this month . Utilita have decided to send me a card saying they don't believe I live here as no energy been used so I don't qualify for the government help. Despite sending screenshots by email and messenger I've had no response . Anyone else struggling ?
Fiona

[jackie1968]

@Fionahamill

I've had the same card through the door, January, email utility with screen shot asked them to update their records, got another card in February same thing, emailed them again. Haven't yet had the February £67.00 Payment, is this a way of not paying us the £67.00?

[Rebecca]

@Fionahamill Hiya, I can get this escalated if you have already sent in screen shots. Can you private mail me using the link in my signature with your customer ref number and best phone contact number.

Thank you
Rebecca

[Fionahamill]

@jackie1968 so it's not just me ! It's so strange . Why send a card telling me why they are not paying me to a house they don't believe I live in ? No answer to my emails with screenshots.

[jackie1968]

I've just been told to speak via live chat, you need to wait 2 - 3 hours to do this, it's not great customer service from Utilita

[Fionahamill]

@jackie1968i know . I'm just doing everything by the book and if I get nowhere then I'll report to ombudsman .

[jackie1968]

I've just spend 2 hours waiting to live chat to someone, only to be told that they will get the payment done within 5 days, I don't believe anything Utilita say, I've had to chase the payment December, January and again in February. I've never known a company to be generally so unhelpful. Hope you have better luck.

[Imrozia]

I got told start of March then the agent cut me off then another said 14days so I don’t believe them now, they’re keeping our money for themselves as a bonus! Theives!!

[Fionahamill]

It's hard to trust people who don't do as they say . So many of us are struggling as it is without them holding back money we are entitled to from the government in the middle of winter !

[Fionahamill]

@jackie1968hey Jackie . A quick update . The matter is being investigated and I hope sorted out within the next few days . I'd recommend emailing complaints department and if anyone on here offers to help to escalate things it will help . Really hope you get this sorted too. I'm halfway there . Fingers crossed