Need £300 credit refunded

Bulb I am fed up with the way you work I am over £300 in credit and you won’t let reduce my payments or give me my credit back !! It is alot of money and I want it refunded back to my account. You Should only have a month’s payment in credit at most. Why did you not let me reduce my payments??? Very angry and want my money !!!

Bulb I am fed up with the way you work I am over £300 in credit and you won't let reduce my payments or give me my credit back !! It is alot of money and I want it refunded back to my account. You Should only have a month's payment in credit at most. Why did you not let me reduce my payments??? Very angry and want my money !!!!

i have the same problem £325 in credit and they want to increase payments so i am still in credit this time next year!!! fgs i might be blooming dead this time next year the money is mine i want it refunding ! looking to switch and leave what i thought was a great company niw turning into a greedy bunch

@Sb555 @justelaine28

Purely as another customer.

I find it unbelievable that Bulb:

  1. has not allowed you to reduce your DD payment

  2. wont allow you to have a refund

Exactly how did they prevent you from doing 1 or 2?

@Sb555 @justelaine28 You are still allowed to reduce your payments, you can do this by logging into the online account.

We give you plenty of notice so you can do one of two things:

-Email us to say you’d rather keep things as they are
-Log in to your Bulb account and change your direct debit

If you do either of these things, we won’t send another payment review for at least 3 months. How can you have your credit refunded? If you’d prefer to have the credit in your Bulb account transferred to your bank account, then you can drop us a line and we’ll send you a refund. Before we do, we’ll need some up to date meter readings. If you need it, we have advice on how to read your meter. But, if you chose to take the credit from your account, we’d suggest also increasing your direct debit payments.

@Sb555 @justelaine28 You are still allowed to reduce your payments, you can do this by logging into the online account. .

I would still be interested to know why these two customers are under the impression they couldn’t get a refund. I would think they have misunderstood the process and it just seems fair to Bulb to put the record straight and for them to clearly indicate the circumstance why they thought they couldn’t get a refund.

@Allanr Without going into details, it was indeed a miscommunication :).

We would only advise against refunding a member’s credit if this would put them in a very disadvantaged position (e.g. refunding the entire balance in the middle of the winter) or when we have not received up-to-date meter readings in the last month or so. We are working on finding a better way for our members to request refunds without having to get in touch with an ES personally :).

@Erwin at Bulb

Glad it got resolved. :wink:

And an ES is?

Hi @Allanr,

I’m guessing an ‘ES’ is ‘Energy Specialist’ - Bulb’s term for ‘customer service people’… Yes, it’s nice to have cool labels for things, but if people don’t know what they mean, it does lead to confusion…

Oh well, it was NBD so TTFN :wink:

[ NBD = No Big Deal. TTFN = Ta-ta for Now/aka goodbye ]

@Allanr @RichyB

YACTESSFESWSRNUAWTTOMS

(You are correct that ES stands for Energy Specialist we should really not use acronyms when talking to our members sorry) :#