Utilita Anmeldelser 329

Won't let me leave, no appointments for meter changes, they took my WHD for the first time ever for debt, debt they put me into buy putting me on a quarterly meter, said I owed £3000 and I've been paying it back since 2020. I've tried to leave but there's always an excuse on their end. I'm using £5 a day in electric on a fridge, freezer and boiler I rarely use, I'm topping up every 2 to 4 days and it's £40, £50 or £60 a time, tell me the meters are broken then do nothing about it. The woman on the phone was going to give me an appointment until I said I need new meters to move, how convenient they now can't do it, I have to wait for contact with an appointment, December 2025 this bs has going on. I hope they go defunct. I hope the government rinse them dry.

Smart meter technology is bad for human life aquatic life all life FACT

Awful customer service. Convinced you’re chatting to a bot NOT an assistant with how slow their responses are and how they overcomplicate assistance. I’ve had my chat closed because I didn’t respond for 5 mins while the guy was trying to connect to my meter even though I wasn’t asked any question. Super rude and unprofessional.

Spoke with Collette N yesterday who was an absolute pleasure to speak with I must say she went above and beyond to help me with my issue which she resolved quickly and stress free. Everything was clearly explained to me and I felt in safe hands with the information being given to me from Collette. Great inter people skills and customer focused attitude if she isn’t already this lovely lady deserves to be in management! Thank you Collette speaking with you made my day it’s rare you can speak to a stranger and not feel like strangers you are a credit to your company!

Very bad phone call to try and get electric and gas cards not even received and we gone live today for the change over the man that man said on changing over we have no hassle it's been hassle and no hope stressed avoid this as now no electric and gas with kids and disabled

Utilita took over my supply on Monday 9th after I switched to their prepayment tariff for a vacant property. I chose this tariff specifically because it advertises no standing charges unless energy is used.

The property is completely vacant. The gas isolation valve is closed and the boiler is switched off at the consumer unit.

The only time gas was used was briefly, immediately after takeover, when I fired the boiler momentarily to confirm everything was working.

That small test use reasonably explains the balance reducing to around £19.00.

However, what followed makes no sense.

The next day the gas balance showed -£16.90.

When I contacted Utilita, I was told it was “an app issue.” While still on the phone, £35 suddenly reappeared, bringing the balance back to £19.00.

Within less than an hour, it had dropped again to £15.00.

From there it continued falling throughout the day:

• £12.96
• £10.83
• £8.70
• £6.56
• £2.30

This is a vacant property where the gas is physically isolated at the mains. No appliances are running. No gas can flow.

I immediately disabled auto top-up.

The following day, the balance increased to £7.56. When I contacted Utilita again, I was told their internal system showed a balance of over £19.00 — completely different to what the app displayed. I was advised to reinstall the app.

After reinstalling, the balance showed £17.22. Yet again it began decreasing:

• £16.14
• £14.00
• £11.85
• £10.78

These fluctuations are not consistent with actual gas consumption. Utilita confirm they are receiving meter readings, yet the app provides no visibility of actual usage data.

Credit repeatedly disappearing and reappearing, combined with conflicting balances between the app and their internal system, seriously undermines confidence in the accuracy and transparency of their billing.

After all of the above, I have arranged for my supply to be transferred back to Scottish Power.

It is also worth noting that when you call Utilita, the first thing you hear is a pre-recorded warning that abuse towards staff will not be tolerated. No one should abuse staff — but when that is the opening message, it suggests a company already accustomed to dealing with high levels of customer frustration.

Based on this experience, I would strongly advise others to proceed with caution before switching.

Let down by customer service had solar panels fitted managed to speak to an adviser told them I am not too good with emails sent me a form to complete via txt message it wouldn't let me fill it in finally got to speak to someone on the live chat after a totally useless exchange with a chat bot said they weren't trained in solar panels gave me a phone number said it opened at 8 am I rang only to be told they opened at 9 pm poor all round customer service

The worst electricity and gas company I have ever seen in my entire life. Very slow and bad customer service with sleepy and inexperienced employees, very bad ‘terrible phone and online payment system. Expensive bills for customers without any accounting and I recommend never subscribing to them. Really, unfortunately, for such a bad company.

Installed a smart meter for pay as you go but will not accept payment code due to a technical problem
Customer service is terrible from a call centre wasted 2 hours trying to get this sorted
I just get cut off when pushing the option button to get this sorted
I now wish I used another energy supplier

I put in an official complaint with Utilita and was told I would be called within 24hrs… that didn’t happen so I called them again only to find my complaint had got cancelled…
All I want to do is change my supplier and they are making it so stressful. I will never recommend Utilita to anyone.

New to pre paid meter and Utilita it’s an absolute nightmare.
I gave my details , operator took them down wrong. I rang again as I couldn’t get on the app to top up my meter then the line was cut during the conversation.…. I kept getting buttoned, almost 2 hours later I have not managed to top up🤬

The way they conduct in-person sales visits is awful. I was made to feel unsafe due to deliberately unclear and ambiguous language. I thought I was just being given the sales spiel but the 'engineer' walked into my house uninvited and, before I know it, their call center are ringing me to confirm that I'm swapping providers and ask about an install date! When I told them no, and said I felt blindsided, he made a very swift exit from my property. Avoid at all costs!

Trying for hours to make contact! Every time I get through I am cut off! I am sick of them taking money off me! I was suppose to get a new piece of equipment a year ago! After many calls! Nothing! One lady I talked with did not have a clue what I was talking about! After about 45 minutes I gave up and terminated the call!

Contacting Utilita for other issues,(26th/28th Jan 26) whilst on the calls asked about WHD, was told twice it will be emailed by 30th. Found it had been sent on 23rd. Spent 4hrs Friday afternoon going around 12 PPstores who all refused. Finally found they accept in ASDA. Travelled 4miles and the vouchers were rejected, had no value. Spent 75mins on the fone and not answered, went on the chat for 45mins to be told try another store or contact DWP as they give out the vouchers then agent ended chat. Disgraceful

Don't get with this company you book day off work unpaid for meter install and they change the day without informing you then your down a full day's pay im definitely leaving them

This company is shockin they hav now give me 4 different excuses regrading my warm home discount 1 I would get it by email 2 will be sent in post 3 we not started sending them out yet which is a lie n finally the last one 2day 4 your a billed customer it will get added 2 your bill never been a billed customer ever always top up by the app was a pay as u go i left them in Dec n now Yet again there tryin every excuse not to pay the whd to customers yet again this needs sorting i dnt need this stress

After 5 mths of torture the Ombudsman directed them to pay me 200 on the 5th Jan within 14 days. Not had it.

It has made me ill. They are scammers and criminal. As a VPR I was left for 79hrs in Nov with no electric and no hot water. I had to take my medicine outside under a street light. One of the 23 calls made during the time I was offered 40 compendation by an illiterate moron and turned it down . 7 days later they rang me at 8pm to offer me 30 for inconvenience. Turned that down. How on earth is the Energy Secretary allowing these people an operating licence ? I am convinced this is a criminal enterprise and I wish hell unleashes it's vengeful best on any and all of them.

Got a whd voucher for paypoint. Local shop wont let me cash it as its too much money. Gonna have to travel which will cost money and try and find a shop that will accept it.

Absolutely horrendous! I have been with utilita for 8+ years and never had an issue until my in home display has stopped working as half the screen is visible. Believing this is an age issue as it has sat happily on the windowsill for all that time I tried to get in contact yesterday. No reply whatsoever from either the chat or call and then the offices closed. Again today the chat took 45 minutes for an initial contact back from an agent and during that time tried to call...20 mins and still no answer.
Finally got an answer on the chat and I was unsure whether I was speaking to ai after being transferred to an agent, a child or someone completely incapable of the English language who made absolutely no sense. Advised "has to be sent back as there has been a charge of 39.99" and seemed they had made this charge already without any communication with me first (apart from the AI questions prior). I then advised I didn't understand for him to then say there is a charge applied once a new display is sent out and then I need to send the old one back. If they then investigate and they think I might have broke it the charge will apply. I know I haven't damaged it but from lots of reviews online I can see that despite the fault the customer is always charges regardless. He proceeded to tell me when advising I couldn't understand what he was trying to tell me that "We have rules that we have and we have rules sorry" Safe to say after all these years I will be leaving as will not be paying for a new in home display when mine has malfunctioned after over 8 years. Day to day is perfect but if you have an issue be prepared to be left incredibly confused and annoyed

Avoid Utilita like the plague. They have got to be the single most difficult, unresponsive, expensive scamming company I've ever had the displeasure to deal with. Absolute cowboys and a disgrace to the energy industry. A stain on Britain.