Does anyone actualyl listen to customer complaints

My last 4 meter readings have all been estimates and way too high, I phone to advise and get told to take a photograph and send it in, I duly take a photograph and sent a copy to bulb showing what the correct reading is but nothing happens, the next reading is always wrong, (no reference to the photograph). I gave up phoning as just got fobbed off.

I tried sending numerous emails complaining and get the standard “thanks for your email we will be in touch in 5 days” but nothing

Anyone able to advise what the next step is

Short answer is no, Ombudsman is only option

Bulb customer service is virtually non-existent and about as smart as the smart meters they deploy :wink:

Try emailing complaints@bulb.co,uk rather than help@bulb.co.uk given you have tried numerous times to get your issue resolved.

complaints@bulb.co.uk is just another black-hole mailbox

I emailed complaints@bulb.co.uk and a reply came back six days later from support@bulb.co.uk,its the same if you email the smart team,you’ll get a reply,if your lucky from support.

You have to raise a complaint with the provider and allow 6 to 8 weeks for them to respond before you can complain to the Ombudsman. Watch out for emails offering an inadequate response saying unless they hear back from you within x days they will close the complaint.

In your situation, I’d leave and give your correct meter readings to your new supplier.

Leaving lets them off the hook and allows them to continue delivering an abysmal service to its customers. The Ombudsman and Social Media shaming are the next steps for me

complaints@bulb.co.uk is just another black-hole mailbox

I emailed them as the final straw and thankfully we are finally getting somewhere.

Perhaps thats why they are expanding into Europe, looking for a post brexit exit strategy in the UK, not too bothered with uk customer service longterm, just sell the uk business off

They are now offering £150 incentive… classic build up customer base numbers… which is what potential buyers would look at most when putting in an offer :slight_smile:

I keep receiving emails saying that unless they hear from me within three days they’ll close my complaint. I have told them on three separate occasions not to close my complaint,the latest being on Saturday evening!!!

My last 4 meter readings have all been estimates and way too high, I phone to advise and get told to take a photograph and send it in, I duly take a photograph and sent a copy to bulb showing what the correct reading is but nothing happens, the next reading is always wrong, (no reference to the photograph). I gave up phoning as just got fobbed off.

I tried sending numerous emails complaining and get the standard “thanks for your email we will be in touch in 5 days” but nothing

Anyone able to advise what the next step is

A letter to the Daily Express will propel them into action. I always find negative publicity works with large companies. This site can come in handy as well: https://uk.trustpilot.com/review/bulb.co.uk

Try emailing complaints@bulb.co,uk rather than help@bulb.co.uk given you have tried numerous times to get your issue resolved.

And if you are lucky you will get an automated response of FAQs.

I tried Trustpilot,got a response from Bulb,only a reply though,not a solution! Email complaints@bulb.co.uk and eventually if you’re very lucky you’ll get a fob off response from support.
Now waiting for a deadlock letter before contacting the Ombudsman!

I tried Trustpilot,got a response from Bulb,only a reply though,not a solution! Email complaints@bulb.co.uk and eventually if you’re very lucky you’ll get a fob off response from support. Now waiting for a deadlock letter before contacting the Ombudsman!

May I ask do you not submit monthly readings online? I have learned not to rely upon their estimates as they are likely to be quite different and not necessarily in your favour.
Write directly to the Director of Bulb: Hayden Wood, 155 Bishopsgate, London, England, EC2M 3TQ See https://beta.companieshouse.gov.uk/officers/miMdo9hZjJsVIkgBX7oIfK82b-I/appointments
There is a lot of useful information on there about the company.

I also find that if you write to a newspaper they will take up a grievance on your behalf. They love stories like this. Your last resort would be to leave Bulb and give your actual last meter reading to a new company.

Emailed hayden@bulb a month ago, guess what? No reply!

Write a letter and send it by recorded delivery. Give him a time limit in the letter to respond and CC the letter to a newspaper, citizen’s advice office, whatever. In fact send a copy to your MP. It will give them something constructive to do during the recess. Then embarrass him on Twitter: https://twitter.com/haydenwd

See https://beta.companieshouse.gov.uk/officers/miMdo9hZjJsVIkgBX7oIfK82b-I/appointments There is a lot of useful information on there about the company.
Is that the last Bulb accounts showing a £24 million loss? and more than that in debt!

Jeeeeeez, that’s got to be serious.

Do you think they can actually afford support people? :#

See https://beta.companieshouse.gov.uk/officers/miMdo9hZjJsVIkgBX7oIfK82b-I/appointments There is a lot of useful information on there about the company.
Is that the last Bulb accounts showing a £24 million loss? and more than that in debt!

Jeeeeeez, that’s got to be serious.

Do you think they can actually afford support people? :#

its all about growth, thats whats keeping the investors happy so far, looks good so far on the accounts… next stage directors find an energy buyer with bigger pockets, cash in and leave the muggins employees to the hatchet job of the new owners looking to remove “duplication” …

PS these two private equity companies will be hoping to cash in at the same time as the directors… https://www.energyvoice.com/other-news/179438/bulb-energy-gain-60m-investment-from-private-equity-firms/