What’s the point of this Utility?

R.S. writes: My gas and electricity accounts were switched from Utility Point to a cheaper company while the accounts were £607 in credit. Utility Point said I would be refunded within ten days, but no refund came. I contacted the firm again and was told payment was not possible as it was inundated with refund requests. Twice since then I have received the same reply.

I ASKED Utility Point to comment, hoping for an explanation as to why it was too busy to handle refund claims. I was told to expect a response within seven working days, but none came.

However, when I told Utility Point we would be going ahead with publication of your complaint, it suddenly burst into life, telling you (rather than me): ‘We sincerely apologise for the delay in issuing your refund; this is due to a large influx of refund requests which the finance department are working through as quickly as possible.’ A fortnight later the refund landed in your bank account, together with an extra £30 to make up for the delay. Bad customer relations, followed by bad press relations, do make me wonder about the company’s management.