[ennifellin]

I requested to transfer £40 from my gas account (leaving £16 credit) to move the money to my electricity account, which has less than £2 credit remaining. My Smart Meter shows that the credit has been deducted from my gas account, but it has been several hours and my savings account is still empty. Where has my £40 gone and how do I get it back?

[ennifellin]

@ennifellin

update - after two more requests spread over another three hours, the £40 eventually appeared in my savings, but my gas credit has been further reduced to £1 instead of £16. I requested to transfer the £40 from savings to my electricity account and it has worked, but I am still missing £15 from my gas account. Hopefully this will turn up in my savings at some point soon?!

[ennifellin]

@ennifellin

Now the gas meter is £24 in debt! So not only has it taken the full £56 credit that was on the meter to begin with, it’s actually taken off £80 in total but only moved £40 to savings, and is now telling me I have to pay back the debt it’s created by double-charging me. But since it’s 10.40pm on a Saturday, I can’t speak to anyone about sorting it until Monday morning. What a wonderful system.

[Rebecca]

@ennifellin Sorry to hear this - it sounds like something back end on your account that needs investigating.

I would highly recommend ringing the Utilita contact centre who will be able to look into this and access your account to see what is causing this.

Let me know how you get on.

Rebecca

[ennifellin]

@Rebecca hi Rebecca, thanks for your reply! I did call in on Monday morning and spent nearly an hour on the phone trying to get the agent to believe me. She was quite insistent that the missing money was in fact the £40 credit on my electricity account and wasn’t convinced by my story, trying at first to tell me I should add more credit to the meter. Eventually after leaving me on hold for about half an hour she confirmed that there was indeed £40 missing that she couldn’t account for, and said she would call me back in the next 3 hours with an update.
After 4 and a half hours with no word, I called back again and was disconnected a few minutes in. On the third attempt I got through to a different agent, and this gentleman was very helpful and efficient. He believed me without hesitation and identified the problem, then sent me the top-up codes to refund the credit to my meter and restore the gas supply (which had been shut off once Friendly Credit ran out on Monday morning). Everything is now working as it should - I believe the agent said his name was Roger, I am especially thankful for his competence in fixing the problem!