Erroneous transfer

twhitehousescat

bulb energy , prepay customer

today I logged on to there website to get there phone No , I had a prepay key that was acting up

as a prepay customer there are no payment or billing type info , in there own words "a waste of time for prepay customers"

there was a message to the affect , yor transfer is in progress , your final bill is being prepared

I am not leaving bulb !!

spoke to them , evidently they emailed me, regarding gas on 6th july and elec on 7th

neither were received , however I have a collection of old welcome and "other" emails

is a company not supposed to write to you in letter form ?

PennineAcute

For a lot of suppliers, gone are the days of good old snail mail. If you have not already done so, tell them that you have not authorised the switch and tell them to bring it back to Bulb.

twhitehousescat

I have informed them , in fact I opened my call with "have you fallen out with me"

they admit that a transfer was attempted/going thru , thought legislation had stopped this , or tightened it up ?

[Deleted User]

The OFGEM Standard Licence Conditions aka "The Law", only states that some things must be in writing. An email is written so that is a 100% legitimate channel for communication.

By the way, I am in the process of moving away from Bulb and have received a "We hear you're leaving" email so Bulb do send then out.

Have you checked your spam folders and that Bulb have the correct email address?

twhitehousescat

gsmlnx wrote: »

The OFGEM Standard Licence Conditions aka "The Law", only states that some things must be in writing. An email is written so that is a 100% legitimate channel for communication.

By the way, I am in the process of moving away from Bulb and have received a "We hear you're leaving" email so Bulb do send then out.

Have you checked your spam folders and that Bulb have the correct email address?

gosh never thought of that , oh hang on

"however I have a collection of old welcome and "other" emails"

[Deleted User]

But that doesn't mean that new emails are getting through. Sometimes email clients will block emails that they have let through in the past. I found 5 false spams in the past week in my email client all from companies I use regularly and have done for several years. All from valid addresses but the email client flag them as spam.

Always worth checking as is the Bulb website for your details to ensure that something hasn't changed there.

twhitehousescat

I got a email from them less than a month ago telling me I had earned yet another £50 , this was no more than 8-10 days before they have supposedly sent TWO emails saying transfer was going thru

one not arrived , ,, ok but 2 on two consecutive days I think not

twhitehousescat

OK so I contacted bulb this morning , and restated I had NOT received any emails regarding moving supplier

they finally admitted they had FAILED to inform me

just had this email

Hi Alan,

Following on from our conversation earlier I would like to apologise again about the erroneous transfer of your supply.

This can sometimes happen when somebody accidentally tries to switch energy supplier and selects your address in error. Normally we will email you informing you that we're sorry you're leaving us but in this case there was a fault at our end and the emails were not sent out to you. This resulted in you not being aware of the erroneous transfer and the supply switching over.

I've raised a complaint for you and we have requested the supply to come back to us.

You can find the details of our complaints handling process at https://bulb.co.uk/complaints/.

If at any point through this process, you'd like independent advice, you can contact the Citizens Advice Bureau through https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

As I said earlier, if you continue to use your Bulb key and card then you will continue to pay our rate.

I will keep an eye on this and be in touch with you once we have regained the supply. Again, I am very sorry for the trouble.

Gabby

knew I was not going mad , and YES , I inspect spam mail before deletion

twhitehousescat

ok , sat here waiting for an email from bulb to say its all been sorted , but realise now that non will come

the company that took over my accounts OVO , has graciously transfered the account back , but NOT to bulb , they seem to have missed a page and dent it to SSE , who supplied me upto late 2018

both bulb and OVO do not take calls on Saturday, thats fortunate , as I was fuming this morning when I recieved a replacement elec key and a "welcome (back) to SSE" letter this morning


why the hell have OVO given it back to last supplier but one??

according to SSE , OVO had the account from 23rd july untill 14th aug (coming) and SSE will take control on 15th aug

I fear this is going to take much longer than std 28 days to sort out


my door number is No6 , the lady in flat above (6a) says that ovo have now written to her correcting details , OVO do not have my name , however the SSE account is addressed to me (my meter number as well)


where do I go from here , bulb have correctly asked for my account back , but OVO (I am not a customer) have sent it back to SSE (under my name)

twhitehousescat

ok , after many many phone calls more info came to light

bulb asked over to return gas account as of 23/07/19
bulb asked over to return electric account as of 27/03/19

27/03/19 was the date i transferred to bulb from SSE


on 27/03/19 my electric account was with sse , so ovo transferred it back to the company that was showing on the meter register at that date


heard "cant happen" repeated that many times its a joke

ovo are stating that the request to stop transfer is electronic and shows meter number and date (no supplier info) , bulb are saying , "not the way we do it here

transfer has now gone to sse , ovo cannot get it back , passing onus on me to request transfer from sse back to bulb

all along , bulb , ovo and sse have been very selective with info to me , bulb know failure of emails and asking wrong date , ovo know lack of diligence when returning an account dated 6 mths prior

the joys of a privatised industry

bristolleedsfan

twhitehousescat wrote: »

I

they admit that a transfer was attempted/going thru , thought legislation had stopped this , or tightened it up ?

Should qualify 30.00 automatic compensation, maybe x 2


https://www.ofgem.gov.uk/publications-and-updates/consumers-receive-automatic-compensation-switching-problems