first utility collecting on a voided bill

[slainte caragh]

Ok, so it wouldn't be me if I wasn't in a pickle with something!

I'm pretty sure I am right but I would like to know where I stand legally.

I use First Utility (henceforth known as FU) for gas and electricity, have been with them since December and that is where my saga starts.

I set up a DD for £100 a month in December, they decided in their greatest wisdom to set the DD up in the name of MR Slainte G Caragh when I am very obviously NOT a mister and do not have the initial G in my name at all (that would be the hubby's name) so my bank froze my bank account - fair play the bank!

I then had to pay every other bill I had (including my publisher) double! I called up FU to reset my payment plan at £100 per month and was told "can't do that it has to be £130 pm!"

I made a £50 payment and gave meter readings. the original arrangement I made was 2 payments of £50 per month then back to the £100 a month payments.

I will spare you the saga of the smart meters and the fact FU told me my home was a death trap due to their location, suffice to say I am still waiting for FU to install the bloody things!

I am now having letters from a DCA with regards to a balance of £173, which funnily enough it the exact amount of the estimated bill. FU admit this bill is now null and void as I provided meter readings, but are still sending me to the DCA with regards to this.

My way of thinking is:
FU have declined to set up a formal payment plan even though the amounts I offered were more that reasonable (£100 per month) . They agent has said this is because he "didn't want to!"- Am I right that this is against the debt collection guidelines?

FU are collecting on an estimated bill despite the fact they now have a meter reading- Am I correct in thinking they cannot do this? Every part of me is screaming this bill is VOID!

FU are debt collecting on an account that is being paid- surely they can't do this?

Advice please

thanks


Callie <3

[slainte caragh]

Re: first utility collecting on a voided bill

UPDATE:
Spoken to LCS who are refusing to speak to FU despite acknowledging that the account is on hold.
FU refuse to discuss this, have emailled CEO office again.
Apparently according to LCS they do not have to comply with the FCA guidelines as it is a utility debt? So they can call me as often as they like with no consequences to them, and they can collect on a void bill?

confused.


Callie

[slainte caragh]

Re: first utility collecting on a voided bill

bumping
also can you move this to the right place please, I'm not used to the new layout

Thnanks

Callie

[slainte caragh]

Re: first utility collecting on a voided bill

bumping.

[Kati]

Re: first utility collecting on a voided bill

can you move this to the right place please, I'm not used to the new layout

Moved to the Utilities/Telecoms section

It sounds like FU have made a F-UP with this one lol ... not sure exactly what you can do, but hopefully someone will have an idea xx

[slainte caragh]

Re: first utility collecting on a voided bill

Thanks Kati
They have gone decidedly quiet when I said the words Legal and Beagles in the same sentence. I think you have a liiiiiiittle bit of a reputation

[Amethyst]

Re: first utility collecting on a voided bill

Are you tied into a contract with FU ? I'd be tempted to move....

Is your £100 DD originally set up to cover both gas and electric or do you pay them separately?

FU need to recall the ''debt'' from LCS - I know you know that, it is ridiculous they won't do so. I'm also a little unsure where the £173 comes from - I understand it's an estimated bill - for both E & G ? Have you actually had a full breakdown from FU since December so you know exactly where you stand, what debt (if any) might be owing and how much your monthly payments should be? Think that's what you need, a full breakdown from start to date. Also keep an eye on your credit file - utilities can cock that up now too.

Personally I'd pay the bills when they come in quarterly or whatever - this DD malarky just gives them far too much hold & power over you and enables them to get away with ridiculousness, that far outweighs any cost benefit of paying by DD. Actually I'd stick with prepayment but we can't all be as lucky as me lol.

[slainte caragh]

Re: first utility collecting on a voided bill

The £173 was an estimated amount for both gas and elec.
The reason for the estimate was due to me not being able to read my meters (one's on the wall 6 and a half feet in the air, the other is on the floor) I have been now registered as disabled (finally) due to having severe hypermobility and rhumatoid arthritis. I got a meter reading when my 11yr old climbed a ladder and did it for me

The £100 dd was originally for both gas and electric, which I thought was fair enough. Now my bill from December to March is £375 with again.. I'm not disputing sounds about right as there are 5 of us. What is annoying me is that their agents are refusing to set up the payment plans because "they don't want to" (actual quote).

They have admitted that they have sent the estimated bill to a DCA but it's out of their hands now??

LCS have said as it is a utility "debt" they are not governed by the FCA and can basically do as they wish.. I am sure this is also wrong.

Once I have a zero balance (and my smart meters) I am upping sticks and they can shove their unicorn where they like lol!

[Amethyst]

Re: first utility collecting on a voided bill

Do you have twitter Puff?

First Utility @FirstUtility
@LegalBeagles Hi, is the customer in question, able to contact me directly so I can look into this? ^Harry E

[slainte caragh]

Re: first utility collecting on a voided bill

yeh i didnt know they did ooooh might be worth a look cos their customer service is diabloodybolical, I'm still waiting on an email from Monday!

[slainte caragh]

Re: first utility collecting on a voided bill

just had the most amusing convo with their rep who told me they are working well within the law.
I doubt that.
1: they sent an estimated bill to a DCA after it was void,
2: They refused to set up a payment plan because (quote) "I don't want to"
3: They have sent a bill less than 14 days old to a DCA, despite having an active and up to date payment plan.. which the DCA say they are aware of (HUH??)

If it wasn't actually such a complete foul up I would be hysterical!
OH and according to a friend in the know, LCS are in the inside DCA of FU, so I'm dealing with the same company (?)

Roll on payday when I can pay this mickey mouse organisation off and go to someone who knows what they are doing.. AFTER my smart meters are fitted

[Amethyst]

Re: first utility collecting on a voided bill

Oh for goodness sake, so you've got no further forward at all. Were you talking to FU or LCS ? ( even if they are the same people)

Check your contract with FU, you might be better cancelling them now before the smart meter is fitted if there's any tie in to them once it is in place.

[Amethyst]

Re: first utility collecting on a voided bill

Check things like this...

''Exit fee
If you want to change to a different tariff or energy supplier before the tariff end date you will need to pay an exit fee of £50 for electricity and £50 for gas because you have chosen to fix your prices until this set date.''

[slainte caragh]

Re: first utility collecting on a voided bill

yeh will be going over stuff like that with a fine tooth comb. I was talking with the FU rep that you kindly contacted for me but tbh he just said Oh it's already a complaint I will forward it to the case handler.

This is the same case handler who told me the account was on hold and was not due for debt collection.

anyone got a brick wall cos I need one!!

[slainte caragh]

Re: first utility collecting on a voided bill

UPDATE:

I finally have smart meters!!!

after over 3 months of mistakes, cock ups and total bang your head against the wall frustration I have smart meters!!!

guy walked in at 8 am and it was all done by 930, including pauses to remove the cat from various work bags/boxes!

The man also reported the fact that I am on crutches and that this should have been done weeks ago, but I now longer have to scramble on to the worktops to read the meter!!

Now for the negative bit!

I have had 3 letters from LCS to recover the debt that I "Have no intention of paying!" and when I phoned yesterday to pay my £50 payment (I paid £75 as I have had a few more book sales, yay me) it took the agent 25 mins to find the plan and 6 times he told me I had "no choice" but to pay the full outstanding balance as I didn't have a direct debit!!

I have checked the website nine times and there is nothing to that effect! I am sitting awaiting my email from the CEO's office regarding the compensation for this, they have admitted I am liable for compensation due to many missed emails, incorrect information, etc.

Does anyone know if I can claim for a missed family event if it was not booked in my name?

I was told that I had an appointment to fit the meter on 17th March so declined going to a memorial/celebration of life for a family member to be at home. The appointment was never made so I lost the weekend in Ireland but would have been one of about 30 people going,.