Account set up incorrectly, british gas not notified

a payment has been taken for my new bulb account, the supply is still with british gas, I am very worried about the situation. can you refund the money you have taken please.

Hello @J_Melling83 ,

Your first payment to Bulb is taken on the date (or close to) you signed up - but before the switch completes. This is because Bulb takes payments in advance to allow them to purchase the gas/electricity earlier (see https://help.bulb.co.uk/hc/en-us/articles/115001227451-When-is-my-first-payment- and https://help.bulb.co.uk/hc/en-us/articles/360000313371-Why-is-my-old-supplier-still-charging-me- )

Once the 21 day switching/cooling off period has expired (see https://help.bulb.co.uk/hc/en-us/articles/115001227391-How-long-does-it-take-to-switch- ), you should be fully with Bulb but it may take up to 6 weeks for a final bill from British Gas to be supplied ( see https://help.bulb.co.uk/hc/en-us/articles/115001232012-When-will-I-get-my-final-bill-from-my-old-supplier- ).

By the way, if British Gas charged you an ‘exit fee’ (something that Bulb doesn’t charge: Bulb also doesn’t lock you into lengthy contracts) - Bulb will actually pay that for you (up to £60 per fuel). Have a look at https://help.bulb.co.uk/hc/en-us/articles/115001227591-What-about-exit-fees-from-my-current-supplier- if this is the case.

Hope this helps. Oh, and this is community forum so I’m just another Bulb customer/member helping you out - if you have actually got concerns about account-specific payments etc, you may want to contact Bulb directly via email, live chat or telephone via https://help.bulb.co.uk/hc/en-us/articles/115001240291-How-can-I-get-in-touch-with-Bulb- . :wink:

a payment has been taken for my new bulb account, the supply is still with british gas, I am very worried about the situation. can you refund the money you have taken please.

Just for clarity have you joined or switched to Bulb? If you have switched to Bulb how do you know that the supply is still with British Gas?

Just close the British Gas account. Bulb can’t charge you for some other provider.