Liked them at first, however after 1 year they snuck me onto a new expensive plan I had never agreed to, by default because I didn’t arrange to select a new plan. I had assumed the same plan I was on would continue if I didn’t call them. The only time the new plan was mentioned was buried on the 5th page of a pdf attached to a single email. At no point was I asked to agree or confirm that I was even aware this would happen or that I was willing to pay the new high prices, which is verging on fraud. Because the bills are paid automatically at a fixed rate not the actual billing amount, it took a couple months before I even checked my latest bill and could so easily have been longer. When I found out I complained but Utility Point weren’t apologetic and said all I could do was change plan. I changed provider. When the change was initiated, UP objected to the transfer because the account had outstanding payments to be made. This isn’t how it’s meant to work - a utility company can’t force you to keep using and paying them because of past amounts owed. The transfer across should have gone ahead and a final bill been issued. It took UP 3 months to issue a final bill. One month after the transfer request (and payment of all outstanding charges) I called UP to ask why I was still receiving bills and requests for readings. The transfer still hadn’t gone through and meanwhile they were racking up new charges. They said the account had been closed and a final bill would be issued. I discovered 6 weeks later my account was still with UP and they were still charging me at the inflated rates of the plan I never agreed to. I again paid all outstanding charges because I wanted to be rid of them. However now a month later I am still getting requests for a payment that was already made and calls from a debt collector. This surpasses negligence. At this stage I am very tempted to take them to court for unjustified enrichment and under the Consumer Contract Regulations. I will definitely be reporting them to Ofgem. Please avoid.

I am trying to leave UP and they repeatedly objected to my switch. I am £35 in credit on the account, and I am reluctant to make a further overpayment because of the company having a track record of not paying it back. Most complaints on trustpilot refer to non-refunding.

When I first changed my supplier to Utility Point I was led to believe that my Smart Meter that I have had for a few years would be changed at the same time - I have been told today that they do not use Smart Meters - as I am an eighty year old widow I will not be able to read my meters each month for them

I just can't get this company to refund me my credit! Many e mails fob offs and I have now asked for third party intervention. I am not alone. Do not make any over payments to this company as you will have a fight on your hands for a refund! No stars from me over this but had to give one to be allowed to review on this site!

AVOID THIS COMPANY AT ALL COSTS- So HELPFUL AND FULL OF PROMISES UNTIL YOU ARE OWED MONEY OR WANT TO LEAVE! Like with so many others U/P have failed to refund a credit of £120.33 overpaid when I left 2 months ago.
They even took payments from my bank account 3 weeks after leaving date!
In spite of regular attempts to contact them by phone, messaging and e mail they have not responded once!
They are using the Covid 19 as an excuse to not answer phones, e mails or messaging and are impossible to contact in any way.
Letters sent to Ben Bolt the Director, Robert page the Chief Operating Officer and Simon Yarwood the Co - owner have all failed to receive a response.
JOIN THEM AT YOUR PERIL! YOU HAVE BEEN KINDLY ADVISED!

I left Utility Point Gas on 9th September 2020. Getting the credit balance refunded is like getting blood out of a stone.

On 16th October, I received an email from Utility Point saying:-"Good Afternoon, We can confirm we have received the final verified meter readings and we have been able to produce your final bill.
Please be advised you are currently in credit by the amount of £138.73
This will be refunded within the next 10 working days.
If you have any questions regarding this, please do not hesitate to contact us"
On 28th October, 2 days before the 10 working day deadline, I sent a reminder email to Utility Point.
"Please note that Friday, 30th October, will be 10 working days since you advised me that my closure credit balance would be refunded to me.
Please ensure that the refund is paid by that deadline.
It is now 7 weeks since I transferred my energy to a new provider. Please note that if the refund is not paid to me by this Friday, I will be making a claim for the automatic £30 compensation due from you under the February 2020 Ofgem ruling"
On Friday, 30th October, I received an acknowledgement email saying:-
"I have now escalated this query to my managers in order to chase your refund.
I am very sorry for this delay"
On Sunday, 1st November, I sent an email to Utility Point saying:-
"As you will see in the email trail below, you undertook to refund £138.73 within 10 working days of the final bill date of Friday,16th October.
Despite a reminder sent on Wednesday, 28th October - you have failed to refund my money in the time laid down by the regulator. This has now triggered an automatic £30 penalty in accordance with the February 2020 Ofgem ruling which means that the refund due is now £168.73. This email will start your internal complaints procedure. I give you a further 10 working days to send me this refund, either by cheque or as a direct bank account credit.
If this refund is not received by close of business on Friday, 13th November, I will be commencing court proceedings to recover my loss and will be making a formal complaint to Ofgem and engaging the services of the Energy Ombudsman"
On 5th November, I received this acknowledgement:-
"Good morning Mr Baynes
Thanks for your email. I apologise that your refund still has not been processed. I have forwarded this on to our payments team.
Warmest Regards
James, Utility Point Ltd"

We'll see if the refund does arrive by Friday 13th November but I have my doubts and a claim through the HM Gov Small Claims Court will otherwise be submitted that evening.

I am another customer that has built up a credit on the account through high direct debits and they will not return the overpayment. They have failed to keep to two of their own deadlines to repay the money, and I am going legal to recover my money. They made a massive £7.9m loss last year, and hold on to customers money (see all the reviews for this company, they are appalling) and any new customer should tread very carefully if they pay by direct debit and make sure Utility Point do not take too much.
Best to avoid them and go to a proper company you can trust.

Hi held 2 accounts for 2 of my different rental properties. Bith my accounts are in credit of more than £300 each leaving me in credit of £600. I had requested them several times to reduce the direct debit amount about 8 months ago... they objected my switch as they made an error with my bill and kept my account in debit or £300 later realising it to be in credit of £270. I have enough email proofs where they aren’t responding to any of my emails. Just ignoring them to delay refund of my monies. On 1st October when I spoke to someone they said they will be refunding £319 for my other account and no monies into my bank account. Later called them to follow up their offices are closed due to lockdown... all small rooms big businesses are working from home & providing customer service over the phone apart from this fraudulent company.. seems it’s going to go bust as there are maximum number of customers who have same issues. The article in guardian too says they do no reduce the direct debit amount no refund monies.. worst company ever... never received any referral monies too.. just a marketing tactics... bunch of fraudsters... do not opt for gas & electric services as they are definitely not cheapest and not good with customers monies. BEWARE OF ROBBERS & FRAUDSTERS

Customer interface is not user friendly. It’s actually very hard to work out your usage and compare prices to another supplier and the chart showing quarterly use is impossible to decipher on my iPhone 11. My direct debit was increased in the first quarter of using them and on leaving I was told I was £213 in credit and it would be refunded into my account within ten working days. I’m now at working day 12 and no sign of a refund - and reading other reviews I’m thinking I’m unlikely to get one any time soon.

I left UP as they would not refund my money I had built up as a credit in the 18 months I have spent with them. Gave final meter reading on 09.07.20 as confirmed from new supplier I left UP to go to. On 04.08.20 I chased up my refund, they said a final bill had not been actioned, so God knows how long it would have taken if i had not called to say process a final bill to start whatever refund process they have. They then said this would be processed and it and I would get refund with in 10 days!!. Still waiting and reading some other similar issues I may be in for a long wait. This company is a joke and basically insinuated I would fall into arrears if they gave me my credit back when I was in contract. They also take 2 months upfront payment from you at the start.Stay clear of these people.