Utility Warehouse Bill

[quietmom]

Cold called by Utility Warehouse and promised a saving on gas and electricity over Scottish Power. Just received my first Energy bill and Electricity unit charge is a massive 76% higher than Scottish Power my previous provider.
Unit Charge p/kWh 23.038 with Scottish power, 41.31 p/kWh with Utility Warehouse.
Obviously not the figure they quoted on the phone or in the email they originally sent. (that over 70% higher)
Utility Warehouse ignoring my emails and letters.
Don't know where to go from here!!

Customer service are usually very helpful if you ring them. Perhaps they put you on the wrong tariff?

I have been with Utility Warehouse for years with zero problems.

Another UW customer here and, I recently, checked my UW tariff with several others and it’s better than most.

Are you sure? That's massively above the price cap, which wouldn't be allowed.

Or are you on a no standing charge tariff where you pay a higher rate for the first X units instead, which is likely to only benefit very low users.

As for where to go next, first ring them and if you get nowhere, send an email with 'complaint' in the title. Then if it's not resolved to your satisfaction in 8 weeks, you can go to the Ombudsman.

I can honestly say that customer service are efficient friendly and helpful if you ring them.

I did get a reply from Utility Warehouse
”We agree that this should have been actioned properly. We're sorry that it wasn't, and we’ll be taking this up internally to help ensure it doesn’t happen again.”

clearly an admission of wrong doing, but they still want me to pay the bill and declined to comment on the unit price.

A clear warning to you all. If it goes wrong you are on your own.
Although you can take comfort that it will be discussed internally.