How can we get the money from Utility Point back that we overpaid?


I got an email from the company two days after changing energy suppliers from Utility Point telling me that my account had a balance of £ 377.62 that will be refunded within 10 business days.

I still did not obtain the refund six weeks later. Online reviews show that many individuals like me were drawn to cheap offers, but then discovered that direct debits rapidly increased and are still waiting for overpayment refunds. IBH, Sheffield With this new energy market entrant, something seems to be going seriously wrong. The Dorset-based company started with strikingly cheap deals in 2018 and vowed to “transform the customer experience of energy supply.” Things seemed to be going promisingly.

Trustpilot reviews were mostly positive – until October, when a spate of one-star reviews started, with clients describing disturbingly similar tales of woe.

There were significant sums debited, and no expected refunds emerged.

And there is no way to contact the business: A message on the customer service hotline says that due to Covid limitations, calls can not be answered and the chatbot is inaccessible.

I used the email address but got no reply, although the refund appeared unexpectedly the next day.

I asked Ofgem, the regulator, if it was aware of the issues.

If it was investigating, it refused to confirm.

Instead, it said, “As part of the standards of conduct, suppliers must ensure that consumers can easily contact them to report and resolve problems. “When we find that a supplier does not follow these standards, we will communicate with the supplier to clarify the situation and decide, based on the facts, what mode of interaction is most effective to address problems. The Energy Ombudsman can be approached by other affected parties, but they have to wait eight weeks from the moment they first reported to Utility Point. If you need assistance, send an email to [email protected]

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