Building partnerships that support service commissioner/providers with the next generation of ambient monitoring and alerting services.
I am so fed up with Utilita Energy and the 'bullying' tactics they employ. So I have decided to publish my most recent email, written nine days ago, which has not been acknowledged and currently remains unanswered, to their 'legal' team Shakespeare Martineau who wrote to pursue me for a debt that I do not owe. Some say that "Principles Cost Money", well, shoddy services and appalling ethics also means that share prices can go up as well as down!! I write this post in a personal capacity on behalf of consumers who may have had similar experiences. "Dear Sirs, I refer to your letter dated 5th July and quoting reference: 1556359.213.NC.jg I understand that you are acting on behalf of Utlita Energy limited. Please note that I DISPUTE the claim on the following basis: I moved my duel-fuel energy supply to iSupply on the 22nd April 2019 (see below) My first direct debit to iSupply commenced on 20 May 2019 Utilita continued to fraudulently invoice me for supply from April 2019, throughout 2019 and until 05 March 2020 when I invoked a DD Guarantee to effect a refund of monies taken via my bank. Prior to my decision to invoke the DD Guarantee, I made multiple attempts to contact Utilita, by telephone and email, and in accordance with their complaint process and customer service charter, and held several discussions with Utilita customer services in order to have them make a refund of the fraudulent deductions taken from my bank account. Despite several assertions made by Utilita that ''they value my custom", "your call is important to us", "we shall resolve your issue within 28 days" etc, etc, Utilita has simply proven to be incompetent, inefficient, and wholly unprofessional. For the avoidance of doubt, I have ZERO confidence in the billing accuracy and professionalism of their people, systems and processes, and with no evidence or dialogue to offer a contra perception of events, I can only conclude that these invoices are invalid and potentially fraudulent. If necessary, I am prepared to appear in court and submit a full timeline of events which will only serve to highlight the appalling levels of arrogance in their customer service, and to demand an itemised energy use statement which I shall then contest and scrutinise record by record. I may even invite other Utilita customers to offer their own stories since I doubt that I am alone in this circumstance, and subsequently, invite HM Revenue & Customs and Ofgem to review their own opinions as to the merits of Utilita's management, and it's ability to continue to trade. As an aside, I attempted to call your own organisation today, and after being welcomed with the obligatory 'our call is being recorded etc' my call was terminated after 3 minutes and 45 seconds of 'ringing'. If you have any evidence (other than these invoices) that supports the legitimacy of your clients invoices, then please supply it. Best wishes, Tom Morton, a very, very, frustrated and unhappy ex-customer of Utilita."
Tom Morton
2y
Well - an update... Utilita's "Claire" who commented above to make them appear responsive, and 55 of her other colleagues who viewed this post (amongst the 1,456 others at the time when their customer services team left for the evening), have done nothing! No call, no in mail to my profile, no email, no contact from their lawyers, nothing...quelle surprise. Thank you for so wonderfully, and publicly, validating my post. I suppose I shall just have to add this to my growing evidence list of empty promises and hollow words.
Tom Morton
2y
Wow, almost 2000 views and 79 people from within Utilita....is today the day?
Looks like the right pair of eyes were watching.. 👍.
It’s the time dealing with this drivel that annoys me
Hi Tom, I'm very sorry to hear about your experience and would like to have this looked into as soon as possible. A member of our team will be contacting you today to assist further with this. Thanks, Claire
Building partnerships that support service commissioner/providers with the next generation of ambient monitoring and alerting services.
2yWell - An update.... 😀 I have spent almost an hour on the telephone with a very helpful member of Utilita's credit control team! Shout out to Kenny! All resolved, legal action stopped, apologies accepted and a compromise position reached. I was missing ONE invoice... Now, I pose questions to the Utilita management team: Why does it take an entire year of pain to identify this? Why did the Utilita staff, on the customer services front line, not take ownership of this customer's issue? Why does a complaint on social media, receive a higher priority than a telephone call, or an email? I am resolved with this issue, it took an hour to work it through with Kenny, but with patience and mutual respect we achieved a satisfactory outcome. However, the entire experience has left a very sour taste, I was taken to the very limits of my patience, so I am still an ex-customer, and despite the good work undertaken by Claire and Kenny, Utilita will never receive my business again.