A puzzle - Bulb/Coop Energy £200 backbill

May-B

I've just moved this to the energy forum but can't work out how to delete it ....







Hello,



I'm hoping someone might be able to advise me on if/how I might claim some of the £200+ that Bulb has just back billed me for an error that I'm not sure is my fault. This is quite complicated - so, if you like puzzles?! ....



After I moved into my current flat I immediately arranged to switch energy supplier from Coop to Bulb in October of 2017, the switch was complete by the end of November 2017. I then switched from Bulb to another cheaper supplier just before Christmas 2018. When I arranged the switch I was £200 in credit on my account. Bulb took forever to send me the final bill and when they did they'd suddenly deducted the entire credit and billed me an additional £17.20 - no explanation at all! I messaged them and received the reply below. Bulb seem to be saying that I gave them the wrong meter reading when I joined. See below for their message explaining what they did after I originally (apparently) gave them the wrong meter reading. I'm pretty confused on a number of points - 1. what do they mean by 'sent it off for vaidation?' who 'told them' to use the original reading? Why were they in touch with Coop about this? Why wasn't I told about this until now? And finally, I sent them photographs of my meter on more than one occasion at their request ... I don't see what more I could have done to provide an accurate reading.


I'm not convinced I haven't been cut short here unfairly but I can't work out how to check.



Here is the message from Bulb:



Thanks for getting in touch and we're very sorry that you have not had a good experience.

To explain what has happened here, when we took over your supply, you gave us a reading that was one too many digits and so when we sent it off for validation as per regulation, it failed this and both us and the Co-op were instructed to use a different reading.

We raised a dispute with the Co-op to get this amended, however, they have rejected this as they said it falls in line with the readings they had on your account with them.

If we were to resolve this dispute, which the Co-op has already said they will not, it will just mean that they will revise your final statement with them and they will ask for more money from you to close your account with them again.

Due to the stance of your old supplier, we are unable to change the opening read on your account and therefore have to bill you for the usage that we have done. The outstanding balance of £17.20 is correct and will need to be paid to close down the account.

Please take this email as our acknowledgement of your complaint and as our explanation for your account. If you disagree with what has been said or would like to take the complaint further, please let me know how you believe this should be resolved.