[Bettereze]

although my bank account has been charged!

[Dean]

Hi @Bettereze

If your top-up has failed but your bank account appears to have been charged, this is usually because the payment is showing as a pending transaction with your bank. In most cases, the funds have not actually been received by Utilita and are being temporarily held by your bank while the transaction is processed.

We would recommend:

✅ Checking your banking app or contacting your bank to see whether the payment is still marked as Pending or Authorised.

✅ If the transaction is pending, the bank will normally release the funds back to your available balance automatically because the top-up was unsuccessful. As the funds are being held by the bank rather than Utilita, it can sometimes take a few working days for the pending transaction to disappear and the money to be returned.

✅ If your bank confirms the payment is no longer pending and has fully left your account, please obtain proof of the transaction. This should be a bank statement or transaction record clearly showing the payment has been debited from your account.
You can then email this evidence to customerservices@utilita.co.uk, and the team can investigate and, where appropriate, arrange for the top-up to be manually credited to your meter/account.

When emailing, please include:

• Your account number
• Full name and address
• Date and amount of the top-up
• A bank statement or transaction screenshot showing the payment has fully left your account

You may also wish to check whether a top-up code was generated, as in some cases top-ups can be entered manually at the meter if there has been a communication delay.

We hope this helps, but if you've already confirmed the payment has left your account, please send the evidence through and our team will be happy to look into it further. 😊

[Bettereze]

Thank you for your swift response. Apparantly there is an issue with the top up procedure and some customers might experiance issues.