[Cazzy]

A few months ago I requested a new in home display as the touch screen was no longer working on mine. It was at least 7 years old so you would expect it to need replacing at some point. I sent it back in the box provided. Today I received a message telling me a suspended charge has been added to my account for this replacement meter. When I requested the replacement display I was told that I would be charged if I didn’t send it back or if it worked when they got it back. So my question is why am I being charged? I sent it back in the free post box you sent and the touchscreen was unresponsive. I think the charge is £35, the message doesn’t say. I would like an explanation of why you think it’s acceptable to charge a customer under these circumstances.

[Rebecca]

@Cazzy Hey! 👋

So as part of faulty meters being sent back - there is a temporary charge that is not active (suspended) charge on your account - this is while they check your old IHD is in fact faulty (this is just normal process and protocol). Once they ascertain it is not in fact working and functioning - they will remove that suspended charge.

I hope this helps and makes sense?

Thanks,
Rebecca

[Cazzy]

Thank you for the explanation. I feel this could of been explained better in the message I was sent or even when I requested the replacement. Receiving this message months it was sent back was alarming and caused unnecessary stress.

[Rebecca]

@Cazzy That is no problem!

That is useful to know Cazzy, I always want to be taking this kind of feedback back from members, so I can feed this back into the business and make improvements.

Can you please send me an email for the attention of 'Rebecca' to customerexperience@utilita.co.uk stating:

- The date you requested a replacement, and how you requested it
- The date you received it
- Any emails/messages you got about the new one arriving/the suspended amount of money.

I can then see what customer journey you have had and go and see how that can be improved for you.

Thanks,
Rebecca - your Utilita Community Manager

[Cazzy]

@Rebecca Thank you. I have sent you an email with all the information you have asked for.

[Cazzy]

Originally Posted by Rebecca

@Cazzy Hey! 👋

So as part of faulty meters being sent back - there is a temporary charge that is not active (suspended) charge on your account - this is while they check your old IHD is in fact faulty (this is just normal process and protocol). Once they ascertain it is not in fact working and functioning - they will remove that suspended charge.

I hope this helps and makes sense?

Thanks,
Rebecca

I’ve just topped up my meter this morning and the charge has not been suspended. It has taken £7.50 of a £30 top up off me for this debt.

[Rebecca]

@Cazzy Hi there!

Can you pop me a private mail using the link in my signature and include your full address, and best contact number so we can get this investigated and escalated on your behalf?

Thanks,
Rebecca