[Jillmarie]

Moved from octopus direct debit to utilita 26 august 25, wished to go pay as you go, from the 27/8/25 app set up in home set up, tried top up excepted payment email receipt did not go on meter after 24 hours, phoned utilita told to try again which we did so followed gas and electric top ups still not showing on meters or in home display. Payments on my app under payments but not on app under energy use, in the last 23 days we have had 4 engineer visits at least 15 phone calls been off power as couldnt get the top ups to meters finally put new meters in 16/9/25 he set everything up all working put us £20 on electric till top ups could be sorted that was done on 18/8/25, come 19/9/25 received text message at tea time we are now moving your accounts from pre payment to credit mode phoned again and said we have the new meters in now all working credits on please leave as they are was assured that it wouldnt be moved over to credit they moved them within the next 20 mins, wiped all my payments off my app but We still have are email receipts and cannot now find them. 20/9/25 put electric to pre payment again and gas stayed on credit mode then had to use emergency credit to get over weekend as still could not top up electric, we have now put top ups of £81.63 paid a £7.63 bill since 27/8/25 and now they cannot find them, we are on credit mode for both since 23/9/25 as they now cannot reconnect to meters. We are an elderly couple my husband of nearly 70 in ill health were down as priority I have not left the house in 7 yrs due to ill health. We have put a complaint in and they know about our ill health Ive tried to send them what they need tobprove payments but it is taking its toll on us with the stress. Please could you help.

[Dann]

@Jillmarie I am sorry to hear of the issue and the experience you are having.

I have sent you a private message in regards to it.

Dan