Bulb debt issue

Rhion

Hi,
I had a big shock at the start of Feb when Bulb told me that my monthly payments would triple in cost (from £77 - £240)! 

After contacting them they informed me that I have got a large balance on my account and that this would be my new payments moving forward.  I have asked why I wasn't notified before now that I was going into debt, as the last time I contacted them in May 2020 was out the back of an increase email.  I submitted a new meter reading at the time and they informed me that all I need to pay (based on my usage was £77.  I even questioned why so low and they confirmed this on email that I didn't need to make any higher payments. I submitted a new reading in October and nothing until this increase in February. 

They have told me that there was an error on my statement, which meant that I couldn't see the correct balance on my account in the last year (showing as £2500 odd in credit this whole time) and this was the reason that I saw such a spike in cost now.

I have challenged back to them as this was their error and if I had known that I was going into debt, I would have increased payments a long time ago.
Any advice that you could give me on this would be great, as this is such a huge increase and sure that this is something that they should have notified me of sooner.  Really concerned...
Cheers,
Rhion

Penguin_

You need to submit meter readings as often as possible, monthly as a minimum. What does you meter(s) say compared to the latest bill you have sent them?

Rhion

Hi
I know that now!  The meter says higher amount and this has now inflated the debt from £900 to £1400!

niktheguru

At the end of the day you need to pay for what you use, so the cost is the cost, whether you paid it in installments to now, or whether you pay it in installments going further.

You should still make a complaint out of their incompetence with stating how much credit u had. You should be able to get a little compensation out of them which will soften the blow but not by much at all (but every little helps)

Make a payment an to pay it off in installments (with no interest) and ensure you give monthly meter reads or get a smart meter.

Rhion

Hi 
just thought I’d follow up on this to say that I went to the financial Ombusman and got just over £600 credited back to my account due the errors on Bulbs side. 

Well worth anyone else doing this! 

QrizB

Congratulations on your positive outcome.

And thank you for coming back to tell us, it's not common - lots of people ask questions then vanish!