How can I bet Bulb to help me with my bill payments?

Hi,

I have filed a complaint as the contact situation has gotten horrendous since two years ago.

Takes over 10 mins to get through to anybody. Even emails are automated responses and it takes an actual human days to respond. Now the company and clientelle is expanding, seems there is no time for loyal customers.

I am hoping to stop paying into my account as I already have a lot of credit left in it. Payments were stopped from May until September so I emailed to stop them last month.

They said they needed readings before doing so. I obliged. Nobody responded to me quickly enough so yet another £100 went in the other day and I didnt want it to.

Apparently my May meter reading was incorrect so I sent a picture of my Nov one to prove the most recent one was correct. Cue automated response.

What the hell is happening to the company? I used to refer friends all the time. Now I would rather they not have the issues I am having now.

@Leena25

Have you thought abut amending your DD payment amount from your account dashboard?

why don’t bulb change DD system to allow actual usage to be paid rather than a fixed amount? This fixed payment system allows bulb to build up a huge cash mountain in the summer and autumn, and is quite unfair to customers!

Hi @Leena25

I’m very sorry that we’ve not been getting back to quick enough. We’re not currently responding to all our members at the rate that you deserve. But we’re currently hiring about 20 new energy specialists a week to make sure we get right back on track.

The rate that Bulb has grown over the past 3 years has meant we’ve had a steep learning curve. We always put our members at the centre of our learning so your feedback is very important to us. I really hope we’ll be able to regain your trust that we can provide both you and your friends a top-notch service.

I can help with your request from here.

I’ve refunded your most recent payment of £100 which will be in your bank account in the next 5-10 working days. Let me know if you would like any more credit refunded.

I’ve also paused your payments for another 3 months. This means your next payment will be in March 2019.

@petelewisr the reason that we’re able to offer a cheaper tariff is that we buy our energy in advanced. Paying on receipt of bill would mean our unit rates and standing charge would increase.

@Leena25

Have you thought abut amending your DD payment amount from your account dashboard?

Hi, I tried but it didn’t let me.
Hi @Leena25

I’m very sorry that we’ve not been getting back to quick enough. We’re not currently responding to all our members at the rate that you deserve. But we’re currently hiring about 20 new energy specialists a week to make sure we get right back on track.

The rate that Bulb has grown over the past 3 years has meant we’ve had a steep learning curve. We always put our members at the centre of our learning so your feedback is very important to us. I really hope we’ll be able to regain your trust that we can provide both you and your friends a top-notch service.

I can help with your request from here.

I’ve refunded your most recent payment of £100 which will be in your bank account in the next 5-10 working days. Let me know if you would like any more credit refunded.

I’ve also paused your payments for another 3 months. This means your next payment will be in March 2019.

@petelewisr the reason that we’re able to offer a cheaper tariff is that we buy our energy in advanced. Paying on receipt of bill would mean our unit rates and standing charge would increase.

Hi, Eleanor. Thank you for refunding and also replying. I did speak to Fintan yesterday after waiting 10mins and he managed to change my monthly amount to £0 for the time being. He also sorted out the meter reading issue. Is there a way I can change my monthly payment amount on the app? It just shows me how much I pay each month, no option to change myself.

Hi @Leena25

Thanks for letting me know. Sorry you had to wait to speak to an energy specialist yesterday. Reducing the phone wait time is a priority. We really don’t like keeping you waiting!

Currently, there is no way to change your Direct Debit in the app. This is on our Roadmap of changes to make and our tech team on working on it. For now, you can do it on your online Bulb account which you can log into here.

If you’re not sure of your details, you can pop in your email address and it will send you an email with your password.