[DonnaHT]

Twice on the 13th July I tried to move money from gas on transfer credit. Twice it said it had failed. I went to try again today and can see on the app and smart meter balance it has decreased and the smart meter tells me there was a DR of the amount I said. But there is no money in my savings section...so where is it?

[Rebecca]

@DonnaHT Hi there Donna, are you ensuring that you're following the steps as per the 'How To Article'?

[DonnaHT]

@Rebecca yes. It is showing as a debit taken from gas on my smart meter despite it telling me it failed. But the amount is nowhere to be seen in savings or elsewhere. Currently on a fb messenger chat with utilita waiting for them to reply after I've verified identity

[Rebecca]

@DonnaHT OK - please do let me know how you get on! Please shout me if you need any further advice or support. 🤗

[DonnaHT]

@Rebecca the days allowance showed as though the money had been put on the electricity aswell. But the pounds and pence did not. I also did not actually put it on the electricity. It just disappeared. All a bit weird. They have credited the money amount to the account now. No explanation. But it's sorted thanks

[Rebecca]

@DonnaHT So glad to hear it's sorted - if it happens again please let me know!

Thanks,
Rebecca