Statements — Bulb Community

Statements

Hi, I joined with Bulb in June/July 2018.
I have not had a bill yet.
Have been paying the same amount by DD every month.
Do not know if I am in credit or debt.
How do I get to see a bill

Comments

  • edited February 7
    Go to your account and all your monthly statements should be available there, it will also show balances etc.
    The bill should be emailed monthly but tends to go to the junk folder.

    If nothing is there use the help button and type in ...contact... for how to contact Bulb direct.
  • In the monthly statements it just shows my payments, nothing else.
    Never had a bill.
    Very worrying.
  • Hi @tiger

    You certainly should have had a statement by now. If fact, you should have them every month so I'm sorry you've not received one yet. It looks like we're missing some information about your meter that is sent by your previous supplier.

    I can see that you've emailed in so one of our Energy Specialist will be able to sort this out for you. For now, it would be helpful if you could send us a picture of your meter. This means we can manually add your details and get this sorted a little quicker for you.

  • It looks like we're missing some information about your meter that is sent by your previous supplier.

    Why has this not been noticed for six months? Don't failed statements get flagged?
  • Failed statements do get flagged on a member's account. Our operations team work to fix these and are always looking for ways to prevent failed statements in the first place.

    One of the new tools we've built is an internal flagging system for energy specialists. If a member calls or emails in and they have not received a statement (1 or more missing), we'll be able to see the bill failure without even needing to look at their account.

    As I've mentioned before, with over 950,000 members getting 12 statements a year, there will be a small minority of billing errors. We're always working on getting these fixed.
  • edited February 11

    One of the new tools we've built is an internal flagging system for energy specialists. If a member calls or emails in and they have not received a statement (1 or more missing), we'll be able to see the bill failure without even needing to look at their account.

    I think the point is, the failed bill should be alerted automatically, noticed and actioned by an energy specialist, before a member calls or emails. Certainly if six failed-statement alerts have gone by and the customer has had to make contact, this is a failure in procedure.

    As I've mentioned before, with over 950,000 members getting 12 statements a year, there will be a small minority of billing errors. We're always working on getting these fixed.

    I do understand this. Since it's only a small minority, all the more reason for things to get picked up and handled before many months have gone by and a customer has had to call in.
  • I submitted a meter reading on the 1st February.
    Why do you need a picture of my meter.
    How do I send a picture?
  • Hi @tiger

    We'll need to see your meter details. We need to see the 'meter serial number' which should be shown on the very front. You can send an email to help@bulb.co.uk with a picture of your meter. Or you can read the number out us - our telephone number is 0300 30 30 365.

    @Hooloovoo I'll pass on your thoughts to our operations team. Our main focus is to stop the errors occurring in the first place but if we could stop the member having to get in contact first, then we should do this.
  • Will have to do that then.
    Seems strange I was never asked for this when I first joined you.
  • edited February 13
    @tiger we don't ask for a picture because we should get your meter details from your previous supplier when you switch. As we've not had these through, we'll need a picture so we can manually add them to our billing system.

    I'm sorry for the hassle but once this is fixed, we'll be able to send you an up to date statement.
  • Pictures were sent through this morning.
    Hope this will be sorted soon.
  • Hi Eleanor,
    I sent pictures on my meter 2 days ago.
    I have had no notification that they have been received.
    Still no bill on my account.
    Please advise.
  • Hi @tiger, I've just sent you an update on your account in response to your email. Thanks for sending those pictures in.
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