Hi I'm wondering if anyone can help me please I'm sorry its abit of a long one..
i joined utilita last year and they said they would change my electric over in that week I joined, but due to them not doing their job I wasnt paying for electricity and I had no idea what supplier I was with. I applied for smart meters with utilita over 4 times and everytime they cancelled. Then a couple of months ago my gas meter wasn't taking my top up on my card and wouldn't put the emergancy on so I rang up and from that date I had problems with my gas meter so I had 3 different engineers out, over 2 weeks and I had about 3 new gas meters put in and only the last engineer bothered to put an electric meter in. (Took them 2 years to install smart meters) Two of the engineers and the customer service through the phone were saying completely different things such as :
- that it was noted down as there was no electric meter in the house at all on their system
- A woman engineer told me to tell her to not do a job because she couldn't be bothered and wanted to go home which was to do with the electric meter
- another was that they couldnt help me.
Due to this i had no gas for hours at night with a child who is 3 multiple times. And now they've charged me over £1500 for the gas and electricity I apparently didnt pay in the first year and I definitely paid for the gas as I had to top up at the shop and through the old gas meter itself.. I've rung up multiple of times, they've asked me for receipts from when I've joined and the card I topped up with which I have neither as they sent me a new card in which I binned the old one.
A couple of things have popped up from my side which are :
-they never sent me any letters regarding this only last month did I get every single letter at once
- I dont think the checked the old meter or checked it properly as apparently theres nothing on the meter to prove I've paid for the gas and if I didnt pay for the gas how could the gas meter itself not take the card I personally topped up on
- it was their job to change my electric over why didnt they?,
- as they said that it was noted that there was no electric meter how do they know how much electricity I hadn't paid for?
- how was I activating and used the emergancy gas if I wasnt paying for anything
Now they want me to pay out 1500 for gas that I paid for and electricity that was a result of them not doing their jobs properly, they're now saying they're taking 35% of everything I top up now, they are so adamant that I didnt pay anything at all since I joined in which I did and I cant afford to pay over £1500 and I struggle to even top up some times as I'm paying £10 for two days of electricity
Everytime I ring now to say I was paying for gas ect regarding all this they are rude and one person said "you rang already today" in a rude tone, I'm really starting to give up but I really cant pay the full amount or pay weekly as I'm a single mum on benefits, I just dont know what to do anymore