[Heidib]

Hi

I activated the emergency on Saturday and topped up £35 today

I have a debt so take 20% extra..

I've worked out that I should have £13 credit however I have less than £2!

Any idea why?

[Citizen83]

No idea but I had exactly the same problem the other day, I was back into Emergency Credit mode the next morning.

Think it also was on "Friendly Credit" for a while on Friday daytime (due to the dreaded "maintainance Utilitia seem to require every few days now) so the figure of debt to pay back before the meter would turn back on was higher the £15 than expected, that could be the cause of the question...?

[Citizen83]

The system is completely unreliable and constantly displaying balances incorrectly.

This morning I topped up my gas with £5 (which was on £2.79). A few moments later I checked the balance on the mobile app and it had updated to say I now had £-5.87 and now in emergency credit!

I'm not even at home or using any gas.

Also repaying at debt of 20% on both meters.

Already have one complaint in the process of being lodged with Utilita about being switched to Prepaymeent with no alternatives offered without my knowledge, and having been made to pay back at the rate of a shocking 35% since Aprril until I negotiated it to a lower rate of 20%.

Is anyone actually awake at Utilita and monitoring these forums other than the occsional obligatory response saying "please contact customer services"? I accept some issues can only be sorted out over the phone, but surely the point of these forums is to explain and resolve matters where customers find it more convenient than by phone. Especially when multiple people are facing the same ongoing problems!

[Rebecca]

@Heidib Hello! We would need to look in to your account to see what happened here and work it out.

Unfortunately to answer both of you guys - this is not a customer service channel and it is for member to member help.

As your Community Manager, I can escalate things back into this business on members behalf's.

Has this been sorted for you via customer services - if not I can feed this back to our customer experience team?

Thanks,
Rebecca - your Utilita Community Manager 🤗