Utilita Recensioni 323

Been on hold since 9.30 this morning can’t top up can’t get in touch online this is a joke now!

Rang to advise of issues with registered occupier account and report other issues. Passed from pillar to post, rude staff who constantly cut you off and don't allow you to finish a sentence. I aborted the call after one hour 4 minutes as he continued to ask the same question which I answered but he kept ignoring the answer. Continually asked for a document I don't have but he continued asking for it. Worst company and customer service ever

Josh from Utilita customer service has been amazing. He done more for me in 2 minutes than 3 different call handlers have done in a day. Josh your a credit to the company and such a lovely man. Thank you so much for helping me.

Shocking..hours on hold..by phone and live chat and still not able to speak to anyone

Overcharged without a doubt, after calling to redress situation, they then accused me of stealing. Finally making myself free of them as I have moved, currently been on phone with them for almost half hour, just to cancel account, filled out their stupid form, and they wanted me call to tell them the date I was out, literally on the form, and wasting my morning to give them a single date they already have, 🙃. I think I could only tell them on day I moved or just before, you tell them, then it takes 5 days for them to address absolutely worst company, and not sure how they are allowed to operate.

Been on phone 3 hours cut off twice and in the que for live chat and all I get is You are waiting for the next available Customer Care agent. That was 2 hours ago. How can you sort things out when you cannot speak to anyone its a joke.

Would been zero Star if it was an option 5 hrs on hold over last 2 days and still unable too speak too anyone who can close an account for me. When I've requested to speak too a supervisor this has been refused or not available. Then been transferred to wrong department and put back on hold for an hour at a time
I work in mental health and I'm doing this for a client I've even had too cancel visits too other vulnerable client's due to being on hold still.

Utilita. Now I have reached the end of my patience with Utilita. Payed march bill. Now I have just got another different figures than the ones I took off the smart meter plus totally different figure to pay plus a dam late payment charge. This time it is going to court. Disgusting ripping people off

My gas supply has been cut off since first thing Wednesday morning! I have tried over 100 times on the emergency line and spoke to every single emergency service available in regard to this, been through every transfer the lot, no one is answering the phone and it just keeps hanging up on me! I have a 1 yr old and am expected to last the bank holiday weekend with no gas supply! This is absolutely shameful and this will be going to the energy ombudsman! This will be dealt with one way or another!! I request an urgent call and I would advise everyone to avoid this company at all costs, they simply do not care!

I’ve had an incredibly frustrating experience with Utilita. After receiving a call from their customer service team, I spent over 30 minutes on the phone and got absolutely nowhere—just told that someone else would be in touch, with no clear action or timeline. All of this was over something as simple as correcting a meter reading.

According to my final bill, Utilita recorded an "actual" meter reading of 4084, but I submitted a photo on 5th March 2025 clearly showing the reading was 3239. That’s a difference of 855 units in 11 days, which is completely unrealistic. My average daily usage is around 1.12 units, so the math just doesn’t add up.

To make matters worse, they’ve slapped on £10 late payment fees in previous months, despite the delays being entirely on their end. I’ve been meticulous in tracking my own readings because I don’t trust their estimates—and rightly so, given this mess.

I’ve now wasted hours trying to get a basic correction made, and I’ve received nothing in return—no resolution, no apology, and certainly no compensation for my time and stress. One agent even claimed my bill had previously been underestimated, which is simply false.

The lack of accountability and customer care is astounding. I’ve submitted photographic evidence, contacted my new supplier, and followed all the proper steps—yet I’m still being massively overcharged and ignored.

I wouldn’t recommend Utilita to anyone. Avoid if you value your time, money, or sanity.

They said they would be here for the time and and did they said it would take 2 hours done it all in 1. 3/4 off a
Hour. A fantastic job a very good work men.

I would like to personally thank representative Theo for helping me out to get top up codes.
Tried obtaining those for a week for one of the properties we manage that’s currently vacant and had almost given up but he managed to sort it out in less than 10 mins! Theo you are a star!⭐

They get everything wrong, make everything ridiculously difficult and then have you waiting HOURS to contact a person . When you get to them it's barely the English language they use. Only to be told they can't help and will be in contact.... THEY DONT CONTACT BACK.
AVOID AVOID

ABSOLUTELY HORRENDOUS!!! THE SAME AS THE 100'S OF REVIEWS ON EVERY REVIEW SITE!!
AVOID AT ALL COSTS! I moved into a property with their electric meter and have spent hours to get through, hours waiting for engineers, topped up and have no electric, money went debt from previous person. They cut you off every time you call. I've complained to the ombudsman hoping to get a reply

Despite many many attempts to sign in ,total failure ,then the app (guest payment) would not allow me to enter the amount ,that I wished to pay ,pathetic ,when I log in to my bank it could not be smoother ,if only Utilita app worked have as good

Horrible company and no use to human beings when they need there help. They all need to be retrained and shown how to help ,support and sort out customers problems because not one of them know what the last adviser tried to sort out and I don't know why they have a complaint department because they never reply back to you.Wasteless useless and Horrible company .
Quick enough putting false information on customers app but not quick enough removing the false information and dealing with complaints. Read all my past reviews and see for yourself that I am truthful .

HORRIBLE! Tried using the chat box function and waited the whole morning trying to chat with someone; the platform is designed in a way that you have to keep staring at the page to wait until someone comes to help, no sound is made when there is a chat update;
after a long morning waiting, someone finally appeared on the chat and told me I should call some number which ended up taking more hours wait...
They say they will respond emails within 5 days - it has been over 2 weeks and no reply!

Shocking company!!!! do not resoind to emails, can never speak to a Human being, on hold for hours!!!

Terrible.Run from them
I made a terrible mistake joinin them in the first place.

I left them and made bank transfer payment to clear the outrageous bill sent..to my surprise ,i got a letter for missed payment and a fine.

I hate this pple.i am so frustrated !!

Appalling company and you feel totally invalid as a customer. Endless calls, messages, online chat to resolve an issue regarding a payment debited from our meter. It's a nominal amount of £20 but, it's our money! You are pushed from one overseas call centre rep to another. You get no where. They do not grasp what's happened, do not action issues, do not REFUND after eventually agreeing that a payment should not have been debited! You get put thru the Dept 'who can authorise payment' but, another 1.5 hours on the call you get no where again. It's pretty criminal to be honest. I feel so sorry for those with limited funds, and drawing a line under their losses, as you are not heard. How have we become a country ( UK) who tolerates this and believes it's an acceptable way to deal with customers.
I'm exhausted with dealing with them.
Even though Utilita are currently slightly cheaper as an energy provider, I will cut losses and move to another company with better customer service. I suggest anyone reading this, does the same.