Hello, I would like to start this by highlighting that I am a vulnerable person during a global pandemic; it is important to keep this in mind while reading.
For over two years, I have been paying £108 for gas and electricity, while living in a small one bedroom flat. This has meant that a large amount of credit has built up on my account, even though I questioned it multiple times. A few weeks ago, my meters were read, and it was found I had been paying too much (obviously). A large amount of credit was added to my account and due to this, I asked what was happening and if I could have a refund on my credit – this is my energy company, not a savings account.
I was told that there was a discrepancy in the final meter reading from my old supplier and they would have to look in to it – this is coming on three weeks now. Scottish Power, my old supplier, have confirmed for me that they have had absolutely no contact from Bulb on this matter and that it is not their responsibility to fix Bulb’s mistake. I am told every week that they are looking in to it and I am constantly promised call backs from managers. All I ever receive is an email trying to placate me – usually at around 4am when I can’t reply – and then it goes back to silence. Looking in to this on my own, even before the meter discrepancy, I am still owed upwards of £1700 of my own money that I am being absolutely mothballed on every time I try and get information on this.
Let me be clear – I have supplied meter readings multiple times before this, I have also enquired as to my large credit balance multiple times before this. Ofgem are happy to investigate for me, but they would like a deadlock latter or at least a complaint reference number that they can use to directly liaise with Bulb. It should come as no surprise that I am also not being supplied this. Let me be even clearer – I have a stutter, and major anxiety. I live alone and I struggle immensely with the telephone. This company have left me high and dry during a horrifying global crisis, ignoring me entirely and only responding early in the morning, from who knows where, fully aware I won’t be able to reply at this time, or even phone up in the morning.
Reading up on Bulb, just in the last two months, it is reported that they have been granted a ‘stay of execution’ as they are on the brink of financial collapse; their co-director has resigned, and last year they had to pay out a huge amount of compensation for lying to and essentially stealing money from, their customers. I IMPLORE you, please, do not let your accounts go in to credit with your own money – you will STRUGGLE to this get this back. Do not recommend any of your friends and family to switch – it is simply not worth it - read the news reports on them, educate yourselves before paying them a penny. I have begun the process of moving to Octopus Energy; they seem stable, highly recommended, and fully renewable – I suggest anyone reading this do the same.
Lastly, my friend is a solicitor and is going to start helping me to get a major investigation going with Ofgem so I can get my money back. Please do not make the same mistake I did. And, whomever at Bulb reads this – I might have a stutter, but I also have a degree, some very accomplished friends and absolute determination that I will be getting my money back. You won’t get away with this.