Please can you help me with three points? I am getting nowhere with the customer service person who is dealing with my complaint.
I gave a reading at the beginning of July. Bulb overestimated my nighttime reading so it meant my account reading was -83. Bulb has not adjusted my account. This used to be automatic. Please can this be adjusted?
I am leaving Bulb very soon. A payment comes out in a few days but I understand that I pay a month in advance, so will this next payment only be for the amount of electricity I use (which is near enough half my direct debit payment)?
Please send me a final view on my complaint so I can go to Ofgem. This is the fourth request I have made for the letter (I’ll explain more below).
I put the above complaint in at the end of April (as my February use skyrocketed) and it is still not resolved.
I was given a complaint number and the customer service person who is dealing with that complaint has tried to shut that complaint down at least 3 times even though the issue is not resolved.
That is not acceptable and in statistics it looks as though Bulb solved a complaint within a set time when they didn’t.
I called the customer line and someone hung up on me! I asked for the complaint to be escalated. I wrote to that person and I had no response.
So nearly 3 months later the problem is not resolved. Bulb recognises that I need a new meter but cannot give me a date when that will be.
I have wasted hours on what should be a simple issue to solve. I was a loyal Bulb customer but this customer experience has been appalling. I hope it is looked into.
To clarify, the reasons I’m leaving are:
*Bulb doesn’t feel like a transparent company. Bulb uses an estimate for my yearly usage which is over 1000/KW more than my actual use (which Bulb admits). I’ve been with Bulb for around 3 years and have sent regular readings.
*Customer departments seem to not communicate with one another. Three months to wait for a meter when there is an issue and no date in sight is not acceptable.
*Each month your system tells me to increase my DD to a ridculous amount. I owe nothing on my account, yet it’s saying I need to increase my monthly DD to £98! For a one bedroomed flat that is ridculous.
*Bulb used to be excellent to deal with but the recent customer service I’ve experienced has been upsetting and frustrating.
In hope of a resolution.