Issue with Bulb

MrM1979

In Oct 2018 I switched energy supplier to Bulb. They said they would sort the switch and needed nothing from me other than some basic information on my house to set a dd based on average usage for my circumstance which was done. In Jan 4th 2019 I provided my first meter readings to get accurate billing and since then have used around £2000 worth of combined energy.

The energy company are estimating I used over that in the initial 11 week period, despite agreeing to review and change they have not.

They have said they agree that level of usage is unrealistic for a domestic property, but are not doing anything to remedy. Also they have found out that the day and night readings are recording the wrong way.

I provide regular readings but they delete them, then when I query add manual readings but not all.

I took the case to the Ombudsman, they have found in my favour, told me that the energy company are wrong and made them adjust based on back billing. However, they have said that although the utility company have opened on an estimate and I can demonstrate my usage from Jan 2019 to Oct 2020 being less than the estimate from Oct 2018 to Jan 2019, they can still charge me and use that initial huge estimate as that is what the utility company say the meter reading is estimated at and I can not prove otherwise, even though Bulb admit it is unrealistic. 

I have done everything asked regards meter readings, space tests, providing photos and can evidence my use, other than for the initial 11 weeks as I was told that the two companies would sort the switch and deal with all that.

Ombudsman said I can ask for help from citizens advice. When I said I would seek legal advice, I got a little more Co operation, but then they closed the case. They only seem interested in helping the utility company make money. Not bothered that the energy company are deleting readings showing my use.

They are allowing the energy company to use the initial estimate and last reading then divide by months in between to show average usage. Despite me showing otherwise with information I have screenshotted that energy company since deleted, that the charge is split around 55% for first 11weeks and 45% over the next 18mths.

I did have help from National Energy Alliance as I am ex forces, but they eventually after over 12mths withdrew due to lack of co operation from the Bulb who have fallen short on many promises.

I feel the last option left is the legal route.

What is the guidance on opening an account on an estimate and that being unrealistic?

Is there anything legally around the energy company deleting the readings I provide?

What other legal options do I have?

Basically they are trying to bill around £4500 for £2500 useage. 

Thank you in advance

Gerry1

It's unclear, at least to me, what the exact status is.

Are you saying that your DDs were set too high and that you have built up a large credit?  If so, the answer is to switch away from Bulb, who aren't likely to be the cheapest anyway.  You'll get the final bill within six weeks and the credit refund within a further two weeks, or compo kicks in.

Or are you saying that you've been billed for more kWh than the meters say you've used and / or been overcharged by being billed at the day rate for the night units?  If so, then look at MoneyClaimOnline.

MrM1979

Morning
No the issue is they are saying and billing for £4500 of energy, the breakdown of which is around £2300 in the first 11weeks based on their estimate and then £2200 over the following 19 mths, which is evidenced by meter readings. I can demonstrate my average monthly usage since Jan 19 is around £100, they claim I used £2300 roughly in 11mths.
The account was done with a switch and they said they would deal with everything with previous provider , so no meter readings were needed. It was not until I started to provide them in Jan 19 an issue became apparent. 
They have at different times over the 2 year complaint said they will write off the Oct to Jan or calculate on my average usage since, but have not done either. 
During investigations it has also been realised that my meter was recording day and night the wrong way round. 
They have deleted all the elec readings I have provided so they can use their estimate at start to now and divide by months as customer to claim my average monthly usage is £200. I have screenshots and evidence showing the readings I submitted that prove otherwise. 

Thanks

Robin9

Have you had a meter change ?

MrM1979

No 

They want to change to a smart meter but I have said not until this is all resolved as to me that is just another bit of evidence currently.

They have not sent anyone to even read the meter in 2 years let alone change one. 

matelodave

Did you and have you been reading the meters regularly (ideally monthly), sending in those readings and checking your bills to see if the readings have been used. If you didn't send in your first reading until 11 weeks after you swapped then there's a better than even chance that your bills are based on someone else's consumption who may or may not have given a closing reading.

There are thousands of threads on the same problem - no initial reading, not checking the meters and then not checking the bills and several months or even years later wondering why you've ramped up either excessive credit o,r as in most cases, excessive amount of debt.

It's not easy to extricate yourself when the problem occurred the best part of two years ago unless you have records of all your meter readings and bills since you started with them (including the very first one, which you obviously dont have). The guidance is never ever open an account using an estimate - take and submit a reading and ideally take a photo as well. Also download and save every single bill and item of correspondence in anticipation of something going wrong at some point in the future.

TBH if the Ombudsman has made a recommendation/decision then you probably wont get very far by going to court as they will take into account the Ombudsman's decision

MrM1979

I have my first reading and most since in my records and in some cases screenshotted the submissions prior to them deleting them off my account. 
My first reading in January was because I was told by Bulb I did not need to do them as they would sort the switch with my previous supplier. 

The Ombudsman have made a decision, but Bulb told them the opening reading was a reading and have labelled it as such on the revised bill the Ombudsman told them to produce in July. I have found the original bill where it states opening estimate.

Bulb have admitted that the estimate of over £2000 for 11 weeks is unrealistic for a domestic property of any size let alone a single parent and one child, yet have not adjusted. What they have done is delete my meter readings so we have an opening and end then divided by number of months to claim an average usage of £193 a month.
I can evidence that to be wildly inaccurate. 

MrM1979

Regards time scale this dispute was raised in January 2019 and Bulb have admitted errors but failed to do anything in that nearly 2 years. Ombudsman resolved 90% the issue, but by removing my readings from the account, Bulb are meeting Ombudsman requirements to claim same money by saying my average usage is £193, as they have included the huge initial estimate after removing my readings. 

Al_Ross

When you switched to Bulb,I take it you didn't check they had your correct opening reading?

MrM1979

No they said that as part of the switch they would sort all that with the previous supplier.

With hindsight I should have taken a photo of them 

Petriix

For the sum of money involved, I would take them to court and let a judge decide. It won't cost much if you lose, but you would stand to gain a great deal if you can put together a convincing case.

You will have to learn how to construct a legal argument with a properly formatted documents bundle complete with all evidence. Don't rely on anything you can't prove "on the balance of probabilities" with robust evidence.

The main thrust of your argument is that Bulb are attempting to charge you for energy based on a meter reading they know to be inaccurate.

Start by doing a subject access request so that you can see all the information they have on your energy supply. Also do the same with the previous supplier.

One important question: how long did you live at the property before switching to Bulb, and when did you last give a reading to the previous supplier?
I ask because you may actually owe the money to the previous supplier if they have used an unrealistically low end reading.