We switched from BG to Bulb at the end of January. All has been good with Bulb.
However immediately after the switch BG shut down our online account with them, and then found it odd that we wanted to know how they had calculated our final bills for Gas and Electricity.
We phoned them at the beginning of February to enquire as to why they had closed the account before the final bill had been issued, they said it was standard practice.
We asked for the readings that they had used for the final bill.
The Gas reading they had was 1 unit higher than the initial reading I supplied to Bulb, I wasn’t fussed about that as even at British Gas’ exorbitant rates it really wasn’t worth the hassle of them recalculating the final bill for a few pence. Once the operative understood that it was impossible for us to view our bill online because our online account had been shutdown by BG, they said they would email the Bill within a couple of hours. Nothing came via email but a week later we received a copy of the bill in the post showing the calculations etc. They shortly took the amount from our account via Direct Debit.
The Electricity reading was exactly the same as the one we supplied to Bulb. This entitled us to a refund of just over £100. Despite asking for a copy of the bill to show the calculation we have not received it, nor the refund.
Then last week we received a bill for Electricity for £50. This over 2 months after we transferred from them. Having contacted their complaints team on the phone they have said that they recalculated the final bill. But they were unable to provide us with the calculation they used and promised to call back within 24hrs additionally they said they were unable to provide a complaints number until they had looked into the issue (is it a coincidence that I can’t raise a call with the ombudsman without a complaint number from the supplier that I am complaining about!) but they would provide the complaints number when they called us back. Tomorrow will be 1 week of waiting.
We have managed to access the online account and now all we can see is a spreadsheet that says we owe them £50, with various random debits and credits on the account.
Considering that the period of time between our penultimate and final bill with BG was 21days I find it hard to understand how they think that we have used over £150 worth of electricity, even with the rates they charge!
Is there any advice or insight that the community can offer, it would be greatly appreciated, before I chase BG up to find out what they are up to. We have contacted our bank and got them to put a stop on any DDs that British Gas may try to take out, so far they have made no attempt to take the £50