[Crazydiamond]

Early hours of yesterday morning, Utilita took 13 top up payments for gas. Been in contact for a refund, as this now puts myself into hardship, was told this occured from the app updating, it will take upto 14 working days to be refunded, so now Direct debits, will be bounced. To top this off, the balance on meter was in credit, since contacting Utilita, the balance has gone heavily into the minus, and still Utilita are taking automatic top up payments.
Going to look elsewhere. Putting customers into hardship. To me this is fraud, taking payments, using an app update as the issue, to not refund customers straight away, up to 14 days for a refund,, so how many millions in interest will be made, with all that banked money, surly its not solely myself this has happened to

[PeteC]

Hi @Crazydiamond

Thanks for your post, I completely understand your frustration with the incident that occurred yesterday. I am aware of the issue that affected some customers who had an autopay set up. I am currently waiting for an update from one of our Operations Managers in respect of the time it will take to refund this money back.

I'm going to send you a request for some more information, this will be in your DM's, and once I have this I can take this to our Operations team to get this escalated - I can completely understand how 13 payments would have a huge impact, and I want to see if I can get this fixed for you as quickly as possible.

Many thanks
Pete

[Crazydiamond]

There is no direct message, to add insult to injury, with the gas meter in minus, there is no gas, cold showers are not pleasant, a company the size of Utilita, whom know of the issue, can't fix it, also my gripe here is, 13 top ups, credit went up, when contacted i asked for an amount to be refunded, which would have still left credit, meter is showing minus £38.78. Also have checked bank account, all payments bar one are still pending.

[PeteC]

Hi @Crazydiamond

Apologies, I forgot to press send on the Direct Message, it should be with you now!

In speaking to our Prepayment Operations team, they have advised me that all requests for autopay payments have been voided - this is different from a refund, in that rather than accepting the payment, we have declined the payment, so the bank will be in the process of returning this money to you - this can take a day or two (unfortunately this is at the mercy of the bank rather than something we can affect).

I've sent you the DM now so I can investigate your account further, and I'll look to see what I can do to get your gas meter account back online ASAP.

Many thanks
Pete

[Crazydiamond]

Have been on live chat, sorted now

[PeteC]

Hi @Crazydiamond

Thanks for your reply - I'm really glad that it's all been resolved for you - if there is anything we can do to help going forward on here, please let us know. Once again, please accept my apologies for the issue, and have a great weekend.

Many thanks
Pete