Utilities warehouse not getting back to me

[Reallyneedsomejustice]

We have been with them for a few years. We have energy, broadband, phone and mobile phone sims. We noticed we’ve been paying for 2 broadbands for about 3 years at over £100 per month. We went from ultra broadband to super fast fibre about 3 years ago and they forgot to cancel the ultra like they said they would in an email. We called to let them know and they agreed and said because it was a large amount they would get back to us in 5/7 working days. That time came and went so I called them up to complain about the lack of response. Eventually it was escalated and someone in the escalations team agreed they’d work out how much it was and she’d email straight after what we agreed on the call. I got nothing! I’ve called them back today and they said the escalation team will get back to me! They haven’t yet! Anyone had similar issues and what should be my next step. Our bills started at £238 and shot up to £778 at one point and it’s only when we phone to say they lower our bills. We were paying £557 and got that down to £447 but they claim they’ll do all that for you but they don’t! I’m shocked I’ve been paying over £100 per month for BB!

I don't suppose the rep who sold you all their overpriced products is any help?

They're only cheaper for gas and electricity if you take very expensive mobile phone and broadband deals or if you earn commission by pestering all your friends and family to sign up.

I've just signed up with Vodafone for fast fibre for £24 a month and a £150 Amazon voucher. Sim only mobile deals are now under £10 a month for loads of data.

You need to switch away from them and complain to OFCOM and OFGEM. But before you complain, you need to have exhausted their complaints process and given them something like 8 weeks to deal with it so first decide whether you're already in the position and complain to both regulators, asking for a refund of everything you've overpaid because they ignored you and 'forgot' to cancel a second line.

If they're on Resolver, which is run by Moneysavingexpert.com, that's a good way to complain as it walks you through the process, tracks where you are with your complaint and directs it to a senior person who should make sure it is dealt with properly.