Background - in common with a number of customers on this chat site Bulb have (in my case within 3 months of joining them!) decided to increase my monthly DD. I disputed the massive and unjustified “hike” and received what I can only call a standard reply back from them. As a result on 05/11/20 I sent them an email and( to add weight to my argument I attached 7 years of my annual gas and electricity usage figures (my actual usage figures). I then selected the highest gas and electricity usage (respectively) from those years and applied them to Bulb’s charging rates (i.e. per unit and per day)
This simple exercise showed that their proposed monthly DD amount would result in a huge credit balance (i.e. an overpayment by me) after a year.
Consequently, I have sent the following email to Bulb who have failed to respond to mine 05/11/20. I hope you find it self- explanatory. BEWARE PLEASE.
Good evening Bulb,
I replied to your email from Paul a week ago (5/11/20) giving reasons why I considered your proposed monthly DD instalment amount to be excessive. You have failed to respond to that communication by either: -
- Providing an alternative written calculation justifying the proposed excessive increase to my monthly amount which you had intended to start collecting on December 1 2020 or,
- Confirm that you agree with my suggested monthly instalment amount (using as a basis my working paper sent to you on that date) in which I selected my highest actual annual usage figures for gas and electricity respectively during that 7 year period.
As a result of the lack of reply this dispute is no further forward to being resolved and, consequently, I am no longer prepared to entrust you with the responsibility for collecting monthly instalments by DD . Please note the following: -
Your invoices include the following narratives (more specifically, undertakings to customers) given by Bulb I quote -“Please tell us if you are not happy. At Bulb we strive to give you the best member experience possible. If we make a mistake or you think we haven’t done the right thing let us know so we can put things right.” AND “We will do everything we can to solve your problem within 5 business days”.
Clearly you have failed in both these undertakings.
Generally I am neither happy nor have I received “the best member experience possible” (far from it!!) in connection with this matter.
I have advised you of your mistake and you have NOT put it right.
I have NOT received a reasoned explanation from you (to my 5/11/20 communication) and that silence has extended beyond “5 working days”.
It is quite evident from your “chat” website that other customers too are experiencing the same as myself and, in some cases, have decided to “leave” Bulb as they too lack confidence in your business practices and ethos.
There is no facility on your website for entering a realistic DD instalment (your “minimum” cannot be overridden by a lower figure) and I am therefore “trapped” by your intended (and unjustified) hike and I have no other alternative recourse other than to take the action which I shall specify further on.
Bulb does not seem to understand that artificially “hiking” usage figures in this way to justify increases in monthly DD amounts highlights to those of us (customers) who keep previous usage records going back over a number of years that something is radically wrong at the company (it frankly sends out the wrong message). Further, customers can see that Bulb’s “forecasts” are not driven by factually based statistics but by greed or trying to overcome cash flow difficulties.
The action I have already reluctantly taken (and will be taking) are as follows:-
- I have now cancelled my direct debit with you w.e.f. 01/12/20.
- Each month I shall take meter readings at the end of that month (first month November 2020 - 30/11/20) and pay the balance due on that date. If I find that you then commence to “hike” prices I shall have no other choice than to look for another supplier.
Should you not be prepared to work on this basis (having abused the previous arrangement) then I shall look for another supplier.
I expect you to email me WELL IN ADVANCE with the date on which new rates/calculations are to be implemented and those new rates: -
- The unit price per KWH
- The daily standing charge rate.
- The unit price per KWH
- The daily standing charge rate
- Any changes to the calculation to convert gas units into KWH.
This whole, very unsatisfactory, situation is one of your making (and avoidable) and I really cannot understand how arrogantly (and stupidly) the attitudes of Bulb’s management in relation to their customer base have descended.
Perhaps you will reply this time?