First Utility: What would be a reasonable expectation for resolution?

A question about : First Utility: What would be a reasonable expectation for resolution?

We switched to first utility in 2012 and they supplied gas/electric up until we moved properties in September 2013. We have had several ongoing problems with them and wondered what would be realistic to expect from them in terms of resolution?

We left the property in Sept 2013, confirmed final readings to them and gave our new address. Believed the account was clear at this point.

In July 2014 (10 months later) they tried to take a DD for Ј785.00 which failed. They emailed us a bill on the same day (or thereabouts) On contacting them, it emerged this was a final bill but it was the first we had heard of it.

We arranged a payment plan which we have been paying since July 2014

In the last month or so we have been receiving calls from CRS debt collectors. We ignored them to start with, not realising who CRS were (thought it was PPI!) but after several messages, looked them and contacted them.

Contacted First Utility last week and they said that the payments had been returned which is why it was passed to a debt collector.

Checked bank account, nope, no payments have been returned, they are all present and correct.

So, on speaking to them again today, several things have been clarified

1. They should have been billing us every month and there should not have been a tenth month delay in sending us a final bill.

2. They didn't update our address details when we called to confirm final meter readings. Therefore we haven't received any written communications.

3. Last weeks advisor was incorrect, our payments haven't been returned. They have all be made as agreed, but their systems haven't updated correctly.

4. They should not have instructed debt collectors.

5. Our account is now showing as owing >Ј1000 despite the 'Final Bill' being Ј785.00 (and having made payments against this). Apparently there is a meter reading on the account from Jan 2015

They have raised a complaint internally, what is it reasonable to expect?

Best answers:

• Well, having now been sent copies of the invoices (not viewable on the account) and looked at them properly it looks like they owe us Ј173.47
  Will go into detail if relevant to anyone else.
  First Utility are apparently looking at the bills so I am interested to know if they will arrive at the same figure as me.