Unfortunately, I’m soon to be making the move away from bulb, this is mainly for bulb to see so they can hopefully improve in the future, when I might come back.
First off, your billing system is abysmal. I’ve had 3 major issues with it, one causing me to be secretly £600 in credit. These are totally unaceptable. It clearly isn’t just me with these billing issues, as eveidenced on these forums, and your complants data :
(also convenient how your Q4 2020 data isn’t there, almost Q1 2021 now)
These issues should not be there for a company as large as bulb and is honestly a complete joke at this size.
There should be automated systems in place that detect these issues. When reported it takes the staff around 2 seconds to find the issue, so it clearly isn’t an hard to find issue that some lines of code couldn’t check on.
You also seem unwilling to fix problems that have been around for a long time, like members being redirected to the community page, being unable to make possibly essential changes to there account pages, and needing an account reset. another absolute joke that there is still evidence of this happening on the forums.
The final straw for me is that getting through to customer service when there is a issue (which is unfortunately frequent in comparison to some other suppliers) takes too long. I also should not be lied to, saying I’m going to get an email back the next day at the latest, then not receiving one for days (so far), being told that they will ‘investigate and sort it out’ then requesting something that I dont have, and you can easily get . There shouldn’t be people on the forums comparing how long it takes to get an email back. These Issues have been going on for months now. You said you were employing more staff to fix the issue, but hasn’t it just got worse? This also causes customers to get (rightly) angry, but at the wrong people. The customer service staff are very nice and friendly, they don’t deserve to have fuming customers at them because a few higher-ups wanted to save a few £££.
As soon as i get my £120 for my wrongly charged meter move back, I’m off.
I̶f̶ ̶a̶n̶y̶o̶n̶e̶ ̶h̶a̶s̶ ̶a̶ ̶r̶e̶f̶e̶r̶r̶a̶l̶ ̶t̶o̶ ̶a̶ ̶c̶e̶r̶t̶a̶i̶n̶ ̶8̶ ̶l̶e̶g̶g̶e̶d̶ ̶f̶r̶i̶e̶n̶d̶l̶y̶ ̶p̶u̶r̶p̶l̶e̶ ̶t̶h̶i̶n̶g̶ ̶t̶h̶a̶t̶ ̶h̶a̶s̶ ̶c̶u̶s̶t̶o̶m̶e̶r̶ ̶s̶e̶r̶v̶i̶c̶e̶,̶ ̶p̶r̶i̶v̶a̶t̶e̶ ̶m̶e̶s̶s̶a̶g̶e̶ ̶m̶e̶ ̶a̶ ̶l̶i̶n̶k̶,̶ ̶i̶l̶l̶ ̶u̶s̶e̶ ̶t̶h̶e̶ ̶f̶i̶r̶s̶t̶ ̶o̶n̶e̶ ̶i̶ ̶g̶e̶t̶ ̶w̶h̶e̶n̶ ̶i̶m̶ ̶g̶o̶i̶n̶g̶ ̶t̶o̶ ̶m̶o̶v̶e̶.̶ (got one) im willing to pay the 0.3p higher unit price, that bulb will probably increase to anyway.