Utilita Recensioni 323

Still gutted they wiped a debt of 121 on electric meter with warm zone discount but left me with 8 as I had topped up other day as didn't know this is what they were planning to do. I knew some would go towards debt but how has this helped me?? I had to power up as I'm sick of topping up. This was supposed to help. What was the point I'm leaving if I can it's not a help. I'm on uc but been topping up extra to keep warm. Thanks utilita for leaving no help at all. How can this be a help if all of the 150 wipes debt? Not doing this again can keep it.

Impossible to contact a very poor company

Want reduce my debt to 5% without me doing income and expenditure form, they raised my debt to 20% without even asking me if it was affordable. Disqusting customer service, there rude.

The app issue prevents me topping up, it causing a frustration!!

Worst company ever .
There so bad they had to make a new account which says how amazing they are . Which I wrote on . Full of so many fake reviews it’s laughable but well worth a read . Check it out .

I wouldn even put one star if i could
I have so much evidents of them over charging me 5 pounds gone in the matter of4 hours and that was taken at 2 27 in morning , what a joke i have a disabled kid which they know, the customer service when trying to get through is dispicable it even said bye bye to me without even answereing my question which i also have proof off if they dont get bk to me by end of tommorow i will be taking this further absolutely discusting

Customer service is shocking. I have waited months for a replacement IHD unit, one finally arrived today and it doesnt work! 268 minutes wait flagged up on the live chat! I'm also threated with a charge of £39.99 if I dont sent them a tenancy agreement and I'm not a tenant! You can't talk to anyone and the live chat is useless. I want to dump these as soon as possible

Left me on hold but could hear people laughing in the background, then disconnected the phone call. This happened twice.

This companies customer service is beyond bad . They just don't help what so ever .I'm a pay as you go user and to day discovered its leaking gas into my home . I phoned the gas people ,not utilita ,who put in a temporary meter so I'm not without gas over Christmas. Utilita was no help at all and are making me wait for a new meter even though they are responsible to replace it .my pay as you go nolonger works which means a big bill at the end of it which they are obviously aware of ..They just don't care and are definitely not customer focused . Ive been on the phone to them for several hours and got no where .If I could score nil I would .

Having spent sometime on contacting Utilita without success, I decided to send a email directly to Bill Bullen ceo of utilita. I mentioned how hard it had been to contact them either through email or through my utilita app. I explained my dilemma about the government funded warm home discount scheme payments, regarding the the timings of the payments. I suggested that December would be a better time for the payments rather than January to which they were applying the payments. The reply was a bit gangsterous! Their reply......"Firstly we don't hide our complaints page. If you type "complaints at Utilita" into any search engine you will get something like this:

image

Secondly, regarding the Warm Home Discount scheme, the government is well aware that it is a benefit that a person may qualify for but not be entitled to. We did not design the scheme.

They are also aware that they have not funded this benefit adequately since announcing the increase in number of recipients earlier this year. Even though it is Christmas we cannot perform miracles, and we cannot pay out money we do not have. We will be paying the WHD in January when we have received the funds. Our legal obligation is to pay before the end of March 2026. But I emphasise again, we did not design the scheme.

Regards

Bill Bullen"

I’m editing this review and adding the edit to the top so you all read this bit first. I believe Utilita have got wind of this page as there all of a sudden seem to be plenty of 5* reviews. The funny thing is that the reviews are all about the call centre staff, and mention them by name. Come on Utilita, we aren’t stupid and know fake reviews when we see them! Please don’t believe these fake reviews guys!

I’ve been on the phone to Utilita again today due to our high usage! Since Dec 1st to today (Dec 19th) we’ve topped up £203. We live in a small 2 bed bungalow. Yes unfortunately we have storage heaters however we should be on economy 7. In fact our most expensive time is during the night! Utilita hold completely different meter readings and usage than what we have so obviously the meters aren’t ‘talking’ easy fix right? Send an engineer to sort the meter! Oh no!!! According to Utilita today I’ve to hire a private electrician to look at all of our appliances AND look at the meter (which is property of Utilita and illegal to do!!!!) they admit it’s a fault with the meters but are refusing to send an engineer until I have something to prove I’ve had an electrician out! I’m on the priority services register and they seem more interested in what medication I’m on than sorting this problem. I was told there’s no manager for me to speak to, yet 10 minutes later she said she was taking instruction from her manager! I’m absolutely disgusted at this treatment, and why they think it’s ok to do this to people! She kept going round in circles trying to confuse me so that I’d give up but unfortunately as I told her, I’m not going to just go away! This company are RIPPING PEOPLE OFF! Stay away! Just wanted to edit to say that there are actually groups on social media for customers of Utilita who have been ripped off, that’s how bad this company are, please do your research thoroughly

Utilita is going down-hill fast.
Cheap for PAYG but I no longer trust them to charge me accurately. It hard to trust when your dumb meter says you used what you know you did not use on specific days, like three times your normal electricity or even none at all on a single day. Also recently I have paid gas and electricity together on the website and only been credited with one of them. The other credit has failed to register and many hours later, when I noticed, had to enter top up codes manually. Utilita is broken. I just went to log in on the website as I have done for years and it won't log me in. Still, as Microsoft will be tracking every word I type, as usual, I can expect some alternatives to be offered in ads shortly.

I did a guest account as I was going to switch to another supplier. The move fell through and trying to contact them to close this account is a nightmare.

ive been with utilita for over 15 years now and in the last 5 years the level of service has been one of the single worst experiences ive had with a energy company, ive been stuck with a faulty "smart meter" for over 2 months, it doesnt synch up with my electric at all and my electric meter itself has been saying the same thing for the past 3 weeks... never showing a true balance so im topping up using guesswork, energy prices constantly go up whilst the level of service goes down, i forgot my password to my app so "no biggy" i think to myself, i request a reset link, nothing.. ive spoken to 7 reps in total so far about sending me a new link, it never arrives so i cant even use the app i always used to keep on track, everyone i know got their £150 meter top up.. whilst i just spent the last 2 days with no electric because ive not being able to top up enough due to not knowing what my meter balances are!!
I HATE THIS COMPANY!

Avoid this company at all costs! I have moved into a small business unit which Utilita supplied electricity to. I want to switch supplier and it’s been 3 weeks of emails - which haven’t been replied to, phone call after phone call - without any resolution or I get transferred then cut off.
Horrendous customer service. Never known anything like it. Get your act together you are supposed to be providing a service!!

Shocking from start to finish, had me set up on both credit and pre pay accounts by mistake and now chasing a debt that doesn’t exist.

I have since moved over to octopus and Utilita are blocking them accessing my gas supply

Total joke of a company

Refund: 10 days has passed and should of recieved it today, fed up with keep ringing them about it, I changed supplier, my utilita kept saying voucher would be sent, another said its going to new supplier, a lady took my details to bank transfer, still waiting.

Gave a completely random bill with such an extreme amount, I have made all my payments correctly and on time and they then said I somehow owe them just over a grand with no explanation whatsoever. Useless customer support did not help me whatsoever. Feels like I’ve been scammed

Never experienced such poor customer service with any other company. Im an owner of a property and after my Tennants moved out I wanted to switch supplier. They have done everything possible to block this, including demanding to see my property deeds to prove that im the home owner! Call handlers are rude and to date I have needed to make around 20 separate calls to them (still not resolved my issue) Sometimes they shout at you down the phone, some times they just hang up mid conversation. Never experienced anything like it!

I’ve been unable to access my Utilita account for weeks now. The app and website both fail at the login stage, I don’t receive email or SMS verification codes, and I can’t view my balances or usage anywhere except by physically checking the meter.

I’ve contacted Utilita multiple times and raised a formal complaint. Despite this, nothing has been resolved. I was told it was a “tech issue on their side” and that a ticket would be raised, but no updates have been provided. My call yesterday was cut off mid-resolution, and nobody rang back.

I rely on topping up at PayPoint because the app doesn’t work, but that isn’t a long-term solution. I can’t manage my account, can’t top-up online, and can’t get accurate information about my usage as the app displays nothing.

I’m a priority household, and the lack of access to my account is unacceptable. After weeks of chasing, I still have no working access and no clear plan from Utilita to fix it.

This needs urgent attention.