Utility Warehouse Customer Service Issues

I have been consistently receiving bills from Utility Warehouse for a customer who sold my property over a year ago. Despite my numerous attempts to inform them via phone calls, online messages on their website, and returning mail, they continue to send bills to the wrong address. It took me six months to finally stop the mail from coming after I moved in. No other company has ignored my requests to update their records like Utility Warehouse. It is frustrating to deal with their unresponsive customer service and outdated contact number. Their lack of action in rectifying this issue is concerning and feels like a breach of business practices.

I am experiencing difficulties accessing the automated phone service to submit my meter readings in the evening. It is frustrating to have this restriction in place. Encouraging customers to switch to online submissions might be the goal, but I prefer the convenience of the phone service. As a busy professional, I value speaking with a live person rather than interacting with screens. Your previous customer service was exceptional, and I miss that level of service. Please consider reinstating the 24-hour availability of the automated phone service or provide a valid explanation for the current limitation.

Good afternoon. I reached out on 14th August [redacted] about my final bill, with three questions. Unfortunately, I have not received a response yet. I understand the current circumstances, but I am eager to hear back soon. I sent the letter to Network HQ at [redacted] Edgware Road in The Hyde, London NW95AB. My Membership Number is [redacted]. Thank you, Mike Blaze.

Subject: Urgent Resolution Needed for Property at [redacted] Truro Road Hello everyone, I'm reaching out to address a concerning issue with the property located at Flat 1, Avondale, [redacted] Truro Road N22 8DP. As the owner and landlord, I oversee the tenancy arrangements. Following the transition from the previous tenant, Nedyalka, to the new tenant, Tania, on 18/10/[redacted], we have encountered significant challenges. Despite my multiple email communications, there has been a lack of response regarding the requested change in account holder for the premises. While Nedyalka has been covering the bills through Direct Debit, efforts to update the account details have been unsuccessful. Recently, without prior notice, technicians visited the property to install a new meter for electricity and gas. Unfortunately, this has left Tania, who resides with a 7-year-old child, without access to these essential services. The technicians provided inadequate instructions for payment, causing further inconvenience. I urgently seek confirmation of the account holder change and prompt restoration of gas and electricity for the property. Failure to address this promptly may result in legal action. Best regards, Antoaneta Tsocheva

Hello, I would like to update the tenancy details for the property located at 1 Parkholm Avenue, Glasgow, G53 7WQ. I have emailed [redacted] to make these changes, but I have not received a response as they are currently not checking their email. Additionally, I need to submit the electric meter readings, which are: [redacted]-1. Electric account number: [redacted] Tenant: M. Romagnoli Move-in Date: 28/10/[redacted] Thank you.

As a loyal UW customer, I have struggled with maintaining space in my UW Webmail due to the limited capacity. Despite deleting emails daily and clearing out unnecessary ones, I am constantly near full capacity and unable to increase it further. This becomes a problem as I need to retain important emails for future reference, such as regarding a house issue from [redacted]. While I aim to resolve my Outlook email concerns this year, pandemic restrictions make it difficult to consult an IT expert. Transitioning to a new email provider seems daunting. On a positive note, the influx of spam has significantly reduced after consistent marking. This has alleviated a major inconvenience for me.

Hello, this evening I received a phone call during lunchtime from EDF Energy asking for meter readings. I didn't understand why they needed them, so after calling, the representative informed me that my gas supply was supposed to be switched over from UW on October 27th. However, she mentioned the switch had been canceled without a reason. She suggested that I contact you for more information. As I couldn't reach you by phone, I opted for the live chat. I refuse to deal with two companies, so I am seeking an explanation for the canceled switch. If I don't receive a satisfactory response, I will consider leaving UW for a provider that values me more. Additionally, during my signup, I was promised a card for payments and purchases which I haven't received. Could you please clarify these issues? Thank you, Fiona R.

I signed the contract via an agent with UW on 27/11 for the double gold package. The agent assured me it was the best value in the market and I could cancel within 14 days if I changed my mind. After comparing costs, I realized it wasn't worth switching, so I decided to cancel. The agent refused assistance, instructing me to contact UW. Calling them at 9:00am and 12:59pm went unanswered. Finally, at 13:06pm, I spoke to someone after 10 minutes, who transferred me to the right department but no one answered after waiting over an hour. The customer service was disappointing. I'd like to cancel the double gold package and all services.

I experienced a malfunction with the ball cock in the cold water tank on Friday, January 28th. The overflow pipe was blocked, causing water to overflow into the bedroom, soaking the bed, floor, carpet, and spreading to the lounge through the light fitting. After turning off the water and attempting to lower the water level myself, I contacted you for a plumber. Unfortunately, you couldn't send anyone until Monday. The plumber arrived on January 31st, fixing the ball cock valve and unblocking the overflow pipe. An inspector, David Whinhole from Integra Validations, visited on February 10th to assess the flood damage. He requested a photo of the water meter reading ([redacted]) and the dry cleaning receipt of £70 from Tudor Rose Dry Cleaners in Tadley. He also asked for a receipt from the plumber, which I'm still awaiting. I have a reference number for Virtus Insurance ([redacted]). We're presently waiting for you to offer us a lump sum for us to hire our own builders or to manage the repairs with your builders. Your prompt resolution is highly appreciated. Thank you. - Richard F.

Hello, I need help with a billing problem. I have been on an economy 7 tariff but was billed at the day time rate from July last year to March this year. Despite contacting customer service multiple times since April, I was informed that I must wait until August for a solution. Even with a Smart Meter, they claim to lack the necessary data for a bill adjustment. During my last call, the representative abruptly ended the call without assisting me. Utility Warehouse does not provide a customer email, and my attempts to resolve the issue by phone have failed. Please advise me on how to proceed. Sincerely, A. Baron

I used to live in Virginia Water and received my gas and electricity from SO Energy. I wrote to them on April 1st about my new address at 4 Paradise Mews, Henley on Thames RG9 1UD. SO Energy informed me they don't supply my new place and advised me to set up an account with UW, the new supplier. I have not set up an account yet with UW but plan to do so. I seek guidance on how to proceed to resolve this matter, resume the supply, and start billing. I have not been billed since March when I moved in, and would like to discuss tariffs and payments. Thank you, Tim Waugh

I have reached out multiple times about my Smart meter displaying "no connection." Initially, it was suggested that an engineer would be sent to fix it or resolve remotely. An appointment was scheduled for yesterday, stating an engineer would arrive between 12-4 pm on the 21st of November. I rearranged my work schedule for this. The agreement included a £60 fine for missing the appointment without notice. Unfortunately, no one showed up, and I lost half a day’s pay. Upon calling today, I was told there was no record of this appointment, and the next available slot is after the new year. This situation leaves me without valid gas or electric readings.