Help & Support
Have a question? Post here and a community member will be happy to help you. You can also leave suggestions/feedback for our Community Manager to investigate too!
Forum banner picture
  • Join Date: Apr 2021
    Posts: 5
    Thumbs Up
    Received: 0
    Given: 0

    Cut off for 24 hours


    10-08-21

    8th of August 2021 i woke up at 8am to no power am in process of switching companies so 1st thing first i rung the new company with a direct line to customer services who had informed me that utilita was still my current provider until the 19th August 2021 (but not according to the utilita app) so i got off the phone from mg new company and found a letter from utilita so i dialled the numerous different numbers going round and round in circles listening to the automated voices press 1 for so on and 2 for more ending up back at square one 2 hours later when eventually I got put through to a human being who told me that my meter had run out of emergency credit and I would need my top up number and my ten digit customer reference to top up as a guest online so double checked all the numbers that were sent via text and disconnected the call (BIG MISTAKE) entered everything as it should customer reference and top up number not recognised so got my neighbour to assist me and they kept getting ref not recognised soo a good hour later of listening to automated voices and going round and round in circles i got put through to a human who instantly transferred to the telephone top up number and low and behold IT STILL DIDN'T WORK and by the time i was able to ring again your offices were CLOSED (as i had to attend and pay respects at my mates funeral) I HAVE SPENT 24 HOURS WITHOUT ELECTRICITY IM NOT HAPPY foid i had brought had to be binned im on the priority service register as my insulin has to be kept refrigerated along with other health supplements and all i RECEIVE from utilita is were sorry to see you go

    Now my new company have been out finally got me sorted i shall be looking for some compensation for the loss and time ie from my phone bill ring this ridiculous company
  • Join Date: Dec 2020
    Posts: 48
    Thumbs Up
    Received: 38
    Given: 6



    11-08-21

    Quote Originally Posted by kevingoble2001 View Post
    8th of August 2021 i woke up at 8am to no power am in process of switching companies so 1st thing first i rung the new company with a direct line to customer services who had informed me that utilita was still my current provider until the 19th August 2021 (but not according to the utilita app) so i got off the phone from mg new company and found a letter from utilita so i dialled the numerous different numbers going round and round in circles listening to the automated voices press 1 for so on and 2 for more ending up back at square one 2 hours later when eventually I got put through to a human being who told me that my meter had run out of emergency credit and I would need my top up number and my ten digit customer reference to top up as a guest online so double checked all the numbers that were sent via text and disconnected the call (BIG MISTAKE) entered everything as it should customer reference and top up number not recognised so got my neighbour to assist me and they kept getting ref not recognised soo a good hour later of listening to automated voices and going round and round in circles i got put through to a human who instantly transferred to the telephone top up number and low and behold IT STILL DIDN'T WORK and by the time i was able to ring again your offices were CLOSED (as i had to attend and pay respects at my mates funeral) I HAVE SPENT 24 HOURS WITHOUT ELECTRICITY IM NOT HAPPY foid i had brought had to be binned im on the priority service register as my insulin has to be kept refrigerated along with other health supplements and all i RECEIVE from utilita is were sorry to see you go

    Now my new company have been out finally got me sorted i shall be looking for some compensation for the loss and time ie from my phone bill ring this ridiculous company

    Hello @kevingoble2001

    I am sorry to hear about this bad experience that you have described, Usually we would suggest you speak to an agent but as you have had trouble getting through on the phone I would like to ask if you could send me your account details in a private message so I can have a look into this on this occasion.

    Kind Regards
    Dean
  • Join Date: Apr 2021
    Posts: 5
    Thumbs Up
    Received: 0
    Given: 0



    11-08-21

    Have sent you message's
  • Join Date: Dec 2020
    Posts: 48
    Thumbs Up
    Received: 38
    Given: 6



    11-08-21

    Quote Originally Posted by kevingoble2001 View Post
    Have sent you message's

    Thank you for your messages I have now passed this on to our complaints team on this occasion,
    However I should note that in future instance the community is a place where members will not receive direct customer support and our customer service line and live chat are available for these instances should you need to speak to an agent for any future issues, the community is a place where members can ask questions and receive member to member help with any current issue or to socialise and discuss any subject as long as it does not breach our guidelines.

    I Hope this helps understand what the community is designed for and wish you well with your new supplier.
  • Join Date: Jul 2021
    Posts: 2
    Thumbs Up
    Received: 0
    Given: 0



    08-09-21

    Haha, good luck in getting anything from utilita. The same happened to me and they said I applied to move my gas to another company. Other company never heard of me. I called out an emergency plumber as had electric only to find out utility had cut me off blaming onerous claim. Asked for compensation for loss of work, emergency plumber, taxis to take a child to parents. ..... Nothing. Not even an apology as too busy with covid to investigate. Problem number 2 utility does not like February 29th so takes two payments in march but only credits one. 25 calls to south Africa call centre and eventually sorted. I will be changing supplier shortly.
  • Join Date: Apr 2021
    Posts: 5
    Thumbs Up
    Received: 0
    Given: 0



    11-09-21

    Would you like my referral code to come join edf