Bulb Energy - Seemingly unable to bill me correctly...

jimboban

Hi Folks

Handful of questions - any advice appreciated.

I have been with Bulb energy for approximately 2 years now - and despite my best efforts, the seem unable to bill me correctly.

I'm a dual fuel customer - and supply meter readings regularly.

Electric - has been fine from day one.
Gas - they have been billing me about £4 per month from day one - despite (in advance of me becoming a customer) clear usage way in excess of that (we were paying £400-500 per month for gas with the last supplier) - I have provided regular meter readings via their portal - and every time I put the gas figure in, it says "hmmm, that reading is not what we were expecting - send us a picture".

They've had about a dozen pictures now, and every time the same thing happens - a revised bill comes out with an "actual" figure for electric - and the gas bit carries on as pennies - with the estimated figure on there!

I have even emailed them a couple of times to point out the obvious - never any response.

Now, being vaguely sensible (ish) I can calculate what (roughly) the real gas bill should be - and I've upped the direct debit to the right level so actually my account is in credit (a large credit!) to roughly the tune of what the catch up bill will eventually be...

Being fair, I don't think I could be doing much more to help them out...

Now - my question - I read that OFGEM brought in regulation for consumer energy suppliers in May 2018 to the effect that they can't back bill for charges more than 12 months old (unless customer deliberately obstructing them getting accurate readings)

Now - based on the above, I'm pretty sure that I'm not being obstructive - in fact quite the opposite - does anyone know much about this regulation in practice?

Q: When they finally get their act together and produce a "real" catchup bill, will I likely be able to tell them politely to do one and only catch-up the last 12 months usage?

Obviously worst case they have my money anyway - but would be lovely if they end up needing to give me some of it back

Any thoughts appreciated!

Thanks

Jim

victor2

I'd raise an official complaint with them (by email) and mention OFGEM's backbilling ruling.
If they don't resolve it within 8 weeks, you can contact the Energy Ombudsman for help - bulb's own website states that.

It appears you've done more than required and it's their system/procedures that are at fault.
As you say, you've got nothing to lose, but could gain.

jimboban

victor2 wrote: »

I'd raise an official complaint with them (by email) and mention OFGEM's backbilling ruling.
If they don't resolve it within 8 weeks, you can contact the Energy Ombudsman for help - bulb's own website states that.

It appears you've done more than required and it's their system/procedures that are at fault.
As you say, you've got nothing to lose, but could gain.

Thanks Victor

Smiling whilst I type this but is there any benefit in me doing that now, realistically I guess if I continue in the same manner - it's a conversation for when they finally work it out

If I read the regs right, I'm not even obliged to provide readings etc - but just trying to help them out

Swipe

Bulb have always ignored those uploaded photographed meter readings.

jimboban

Swipe wrote: »

Bulb have always ignored those uploaded photographed meter readings.

Can't disagree based on personal experience

victor2

jimboban wrote: »

Thanks Victor

Smiling whilst I type this but is there any benefit in me doing that now, realistically I guess if I continue in the same manner - it's a conversation for when they finally work it out

If I read the regs right, I'm not even obliged to provide readings etc - but just trying to help them out

Hadn't thought of it that way, but see where you're going.
Think I'd still try to get it sorted. If you try to leave them one day, it could get awkward with Bulb blocking your switch, or you starting with the new supplier with a massive bill once they figure things out, and Bulb still having your money.