[georginamaher1]

Anyone else topped up but card or number is not working?! I just put my last £20 before payday on, nothing! How am i supposed to sit with no electric for a week, im also a hearing aid user who relies on her phone to work hearing aids (bluetooth volume controlled by app on my phone) so im also going to be unable to hear all week or go to work because of it (im a NHS admin who answers a lot of calls)

[Wendyj55]

@georginamaher1: Yes, me too. Tried Saturday evening to put total £29 on gas & electric. Used my normal debit card ... no previous problems ... got message saying payment didn't go through or similar. Went to banking app .. payment hadn't gone through. Spoken at length this morning with my bank ..they've double-checked everything .. plenty of credit in my account and no other issues occurring. Currently waiting for response to phone-call .. it's now 11:47 Monday 18th September 2023 ... been waiting one hour and 13 minutes, that's 73 minutes .. tried searching thru contact options online .. did not want to engage with chat bot .. that road leads nowhere good. Can't readily locate appropriate email address on any website page ... not good enough, Utilita ... if electric or gas runs out, I'll then have to "reboot" the supply ... this involves getting down on my cold hard kitchen floor with my head practically on the floor as the meter controls and screen are very low down indeed .. then I'll have to press one button constantly whilst pressing other options, all the time keeping my head up to try to make out the various screen info .. I'm 68 and arthritic. I have pain in both hips and a very sore wrist from a fracture that didn't heal. I just cannot face having to reboot the supply this way .. it is too much. It would appear something has gone badly wrong here with top-up payments over the weekend. If I'm right, I imagine many people will have experienced payments not going through and some, maybe many, of these will have lost supply ..

[Rebecca]

@georginamaher1 Wendyj55 - hello both!

Sorry to hear this. There could be a number of reasons why this could be happening. I would need to get your accounts investigated by a member of our customer experience agents so that we can get them to resolve this and give you a call.

Can you private mail me your full address and best contact number by clicking here.