Debit or credit? — Bulb Community

Debit or credit?

How do I know whether my account is in debit or credit?
I joined bulb in May and have submitted regular meter reading since but it always says 'we don't have enough data to calculate your usage' and I do not know whether my account is in debit or credit.
Any help would be appreciated

Comments

  • Zoey said:

    How do I know whether my account is in debit or credit?
    I joined bulb in May and have submitted regular meter reading since but it always says 'we don't have enough data to calculate your usage' and I do not know whether my account is in debit or credit.
    Any help would be appreciated

    If you look at your monthly statements it will tell you whether your account is in credit or debit.
  • Thankyou for your response but I don't have any statements? In the statement and account section it just shows my payment but not what I've actually used?
  • Are you on the app. The app welcome page will tell you how much in credit you are.
  • No I don't have the app, I will download it now and see what happens, thanks for the tip!
  • I actually don't have any statements, it just shows all my payments that have gone in but nothing has ever been taken off, I think I better ring them :o
  • Zoey said:

    I actually don't have any statements, it just shows all my payments that have gone in but nothing has ever been taken off, I think I better ring them :o

    That's strange.

    Looking at your Payments and statement page via the web does it show these four columns

    Date In Out Balance
  • No it just shows the dates my payments have gone in and the amount that has accumulated.....nothing has gone out!!
  • Zoey said:

    No it just shows the dates my payments have gone in and the amount that has accumulated.....nothing has gone out!!

    As you mentioned earlier, you definitely need to contact Bulb.
  • Zoey said:

    I actually don't have any statements, it just shows all my payments that have gone in but nothing has ever been taken off, I think I better ring them :o

    This seems to be happening an awful lot.

    @Eleanor at Bulb I think this bug needs to be prioritised because there seem to be lots of customers where their account somehow gets stuck and no bills ever get produced.
  • Hi I'm already with BULB but getting my Dad switched - he like to just get his Bill and pay - not by direct debit.
    Is this possible ?

    thanks
    Allison
  • Hi I'm already with BULB but getting my Dad switched - he like to just get his Bill and pay - not by direct debit.
    Is this possible ?

    No.

    Also for future reference, it would be better to start a new thread with your question rather than posting on an existing unrelated thread.
  • Hooloovoo said:


    No.


    I wonder what this item from Bulb's T & C means:

    3.13. If you're not paying by automatic payment, we will issue you an invoice for payment monthly, which you will have 10 working days to pay from the day you receive the invoice.


  • Allanr said:


    I wonder what this item from Bulb's T & C means:
    3.13. If you're not paying by automatic payment, we will issue you an invoice for payment monthly, which you will have 10 working days to pay from the day you receive the invoice.

    Probably boiler plate for payment failures (DD not collected etc), commercial users etc etc. As 99%+ (if not 100%) of their residential credit customers will be on automatic payment, it's probably not an issue.
  • This particular T&C may be the answer to the OP father paying other than by DD.
  • edited January 31
    Allanr said:

    I wonder what this item from Bulb's T & C means:

    3.13. If you're not paying by automatic payment, we will issue you an invoice for payment monthly, which you will have 10 working days to pay from the day you receive the invoice.

    I asked about that in my thread on consistency in policy and T&C.

    @Will at Bulb said in his reply:

    Again, I'll have to check with the lawyers on this one. But I believe 3.8 stands at all times, but if you were to break that clause or have a special circumstance where that clause doesn't stand for whatever reason then you must pay within 10 days of receipt of bill. Again, not a lawyer.

    So 3.8 (you agree to pay for your energy by monthly automatic payment) stands at all times unless you have a special circumstance. I don't think simply not wanting to pay monthly by automatic payment is a special circumstance.

    @Newstart2018 Does your Dad have any special circumstances that would likely mean 3.8 can be ignored?
  • Thanks for flagging @Hooloovoo

    @Zoey I've taken a look at your Bulb account and you're right, there are no statements. One of our Energy Specialists is getting this sorted for you today.

    @Rob at Bulb will send you a consolidated statement. This will show how much energy you have used and how much you've paid since joining us.

    I'm sorry that it's taken a while to sort. You should get a statement every month from now on.

    @Hooloovoo, the majorityof our members receive statements each month with no problems. But there are a few things that can cause statements to fail to send. These include:
    • Data about the meter is missing or incorrect. Most commonly, this is the GSP group.
    • There are some meter readings missing. This is a problem caused by our billing system rather than a member not submitting them.
    • The Calorific Values are missing.
    All of the above are easy enough to fix. In fact, we have set up task forces at Bulb to deal with them and find ways to permanently fix it.

    @NewStart2017, if there are circumstances which mean your Dad is unable to pay by Direct Debit then please send me a private message and I'll help you out. Otherwise, we do require you pay a direct debit. This is because we buy our energy in advance which helps keep your tariff low.

    There is still discussion over the terms and conditions. As you can imagine, there's a fair amount of back and forth over the legal wording on this. I'll be sure to update you as soon as a decision is reached. We've not forgotten .
  • There is still discussion over the terms and conditions. As you can imagine, there's a fair amount of back and forth over the legal wording on this.

    @Eleanor at Bulb I've always found that T&Cs can be nailed down pretty quickly as long as you don't have any procrastinators in the mix.

  • @Eleanor at Bulb Thank you very much for this, I have noticed I have been recommended to lower my monthly payment but would like to know the actual amount of credit I am in please? It may be that they are still sorting my statements out so I will wait for another day or so and hopefully my account will be up to date.
    Thank you again for your help
  • edited January 31

    All of the above are easy enough to fix. In fact, we have set up task forces at Bulb to deal with them and find ways to permanently fix it.

    I think best practise here would be that you shouldn't have to find them. If I were writing the code for this, I'd make sure there was no way that a statement could silently fail. When the job runs to generate a statement it should either succeed or raise an alert for further attention.

    I understand there are lots of reasons why a statement could fail, but if months have gone by with no statement generated then I'd definitely call that a bug. At most there should be only ever one failed statement before an account is automatically flagged for attention not months going by. And since as you say the majority of accounts have statements successfully generated, then hopefully the number requiring attention should be minimal.

  • edited January 31
    Hey @Zoey

    The new statement will show the account balance. Once you've received it, if you have any further questions, do let me know.

    As I say @Hooloovoo, we have a whole team dedicated to ensuring statements are accurate and sent. We don't want to send out incorrect statements.

    It's not so much a bug in our code but more to do with missing information. That could be missing from industry databases or from us. Either way, it's our job to chase this information or add it manually if we have to.

    We create hundreds of thousands of statements each month. We do our very best to send each and every one successfully but there are always new challenges arising and errors that we need to fix. We're flagged as soon as a statement fails.

    You're right though, we don't want to keep our members waiting for statements. It's very important that members know their account balance. That's why we're constantly working to improve this system. Of course, we're not perfect...yet.


  • We create hundreds of thousands of statements each month. We do our very best to send each and every one successfully but there are always new challenges arising and errors that we need to fix. We're flagged as soon as a statement fails.

    That does beg the question why then a customer can go months with no statements. For the OP, she joined in May and so that means a failed statement will have been flagged 6 times! And yet no one at Bulb took any action regarding the missing data. Sounds like the size of the statement team need to be increased so things get picked up more quickly :)
  • yytyyt
    edited January 31

    We create hundreds of thousands of statements each month. We do our very best to send each and every one successfully but there are always new challenges arising and errors that we need to fix. We're flagged as soon as a statement fails.

    Or the failed statement wasn't flagged, which raises another issue. Whatever happened, it's a problem that should have been picked up and corrected as @Hooloovoo suggests above.
  • @Eleanor at Bulb I still don't know what my account balance is, I received an email on Thursday to provide photos of our meters which I did straight away and still no close to knowing what my balance is? Could you please provide an update or when you think I will know more? Many thanks
  • Hi @Zoey

    Your up to date account balance can be found in your Bulb account. Just click on 'payments and statements'. You can also download your latest statement here. I

    I've also fired your statement via email again. Let me know if this doesn't reach your inbox by 6pm.

    Cheers,
    Eleanor
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