Hello,
my name is Jason, I have only been with Utilita for a couple of weeks now and I must say it has been like jumping out of the frying pan into the fire!
Not only am I having problems with topping up, the meter network, but also the staff. If I had to compare, I would say Utilita is worse than Virgin Media! In my experience Utilita as a whole really does not care, especially when phoning up for help. The staff that answer the phones, either don't listen to you, talk over you, or keep you on hold till the phone cuts off and really don't care!! If you are lucky enough to be able to explain to the agent that its your first top up, the "award winning app" takes the money, says sending to your meter, then comes back unsuccessful and auto starts a refund process which takes a few days to happen. Don't get a vend code, the agent then transfers you to the top up line to retrieve payment history but because of the refund process there is no payment history. It's a joke.
There as only been one shining star and her name is Debby from the customer experience team. I only got to speak to Debby after updating my review on trust pilot.
Debby thank you so much for listening and trying to help and sort out the problems I have. It is such a shame the rest of Utilita staff I have spoken to is not the same. You are a credit and deserve to be with a better company who shares your passion for customer care
Debby Thank you again for trying to help but staying with Utilita is seriously not worth all the hassle!
my name is Jason, I have only been with Utilita for a couple of weeks now and I must say it has been like jumping out of the frying pan into the fire!
Not only am I having problems with topping up, the meter network, but also the staff. If I had to compare, I would say Utilita is worse than Virgin Media! In my experience Utilita as a whole really does not care, especially when phoning up for help. The staff that answer the phones, either don't listen to you, talk over you, or keep you on hold till the phone cuts off and really don't care!! If you are lucky enough to be able to explain to the agent that its your first top up, the "award winning app" takes the money, says sending to your meter, then comes back unsuccessful and auto starts a refund process which takes a few days to happen. Don't get a vend code, the agent then transfers you to the top up line to retrieve payment history but because of the refund process there is no payment history. It's a joke.
There as only been one shining star and her name is Debby from the customer experience team. I only got to speak to Debby after updating my review on trust pilot.
Debby thank you so much for listening and trying to help and sort out the problems I have. It is such a shame the rest of Utilita staff I have spoken to is not the same. You are a credit and deserve to be with a better company who shares your passion for customer care
Debby Thank you again for trying to help but staying with Utilita is seriously not worth all the hassle!
