Pease help - unsolvable problems with Bulb

Retty

I've had billing and meter problems with Bulb since switching to them in 2018.

In essence, Bulb can't seem to understand that the night reading on my dumb SMETS1 meter is static.

My online readings are constantly rejected despite automated "thank you for your readings" emails from Bulb.

I've escalated the problems over the years and thought I had a solution but since May the problems have resurfaced: readings have not been processed, Bulb has lost my online readings, they can't process my manual readings, have asked for photos (provided) and now a video.

They are underestimating my usage and so this has cost me financially in terms of budgeting.

The South African call centre which now provides "service" is really very bad.

I've tried asking for help via social media but there's no continuity of service anymore and I have to start from scratch each time with still no solution.

I'm a resilient person and never thought anything like this could affect me but this has been going on for years and my family can't manage the financial stress this has causing with no solution available. It is affecting my health and I don't know what to do.

I have asked Bulb to please arrange for a manager to call me so that somebody is responsible for this problem but nobody has called.

I am really at the end of the road and have tried everything. I have submitted monthly readings since May and they were processed three months late when I complained (which doubled my direct debit overnight) but now Bulb can't even process my readings.

Please can somebody help with advice? The Ombudsman service will take months to help. Should I take Bulb to County Court with a small claim based on maladministration? I believe that the regulations state that Bulb must process customer submitted readings and so they have breached regulations with a negative financial impact for my family.

sienew

Have you tried contacting complaints@bulb.co.uk?

MWT

Just so we are clear, if your night meter reading is 'static' how are you providing manual meter readings?

Also if Bulb are underestimating your use, how is this having a negative financial impact on you?

Ultimately though, you may find you are going to have to try and switch away from Bulb to get a resolution.

I spent about 8 months trying to get them to fix a faulty E7 meter that was not correctly switching between day/Night on a consistent basis and had to switch to Octopus to get it fixed in the end.

MattMattMattUK

Start a formal complaint so the clock is running you need to follow the official process, you will not get anywhere if you do not. There is no point in taking them to court and you will not succeed if you do. 

How has it actually cost you money?

kazwookie

If they are under estimating, just put the money you think you owe them, into a different account, so it is there when they do finally sort out, the money is ready.

I don't under stand how you are loosing out.

QrizB

In addition to the other questions, could you clarify:

• Are you on a dual-rate tariff, but only one register is increasing? or
• Are you on a single-rate tariff, but Bulb keep wanting to bill you for a second register?
  

Retty

Thank you. 

It's cost me money because of the way that Bulb recalculate bills when/if they do process the correct readings. They recalculate bills from the start of account opening (four years ago). They made errors in my case and separately because my actual usage was greater than the estimated usage (they ignored my actual submitted readings) my direct debit payments doubled to make up for what would have been a more gradual payment rate.

I'm on a dual fuel supply with Bulb.

Gas is fine.

Electricity is the problem: my second rate (night rate) is static and has been since I left BG for Bulb. Only the day rate changes - it records day and night usage in one reading.

Bulb can't seem to process my readings because the night rate is static. I have escalated this with them over the years and thought that there was a solution but from May Bulb yet again stopped processing my readings. I only identified this in July and with a lot of effort Bulb did obtain my submitted readings.

In August, they lost my readings and subsequently have been unable to process even manual readings so are underestimating my bills.

With energy prices rises on the horizon this is obviously a bigger problem than it otherwise would be.

Their South African call centre is very unhelpful and unprofessional: no "can do" approach and can be actively unhelpful compared to the UK call centre which doesn't seem to exist anymore.

The South African call centre also doesn't seem to understand the problem or the history. They've asked me to submit photos for a "state test" as if the two electricity readings are mixed up when of course one is supposed to be static.

I am getting nowhere. Bulb Customer service is also much worse than it used to (even worse). I can't emphasise enough just how bad the South African call centre staff are. 

I have tried everything - even now submitting videos of the meter!.

Retty

QrizB said:

In addition to the other questions, could you clarify:

• Are you on a dual-rate tariff, but only one register is increasing? or
• Are you on a single-rate tariff, but Bulb keep wanting to bill you for a second register?
  

Thank you. Single rate tariff but Bulb can't seem to process this fact - they seem to need the second reading to change and whilst in the past they have assured me the problem is fixed, their systems keep creating the problem and they can't or won't fix this. I think with their customer service cuts they are simply not interested in accepting responsibility for solving the problem.

My direct debit payments more than doubled overnight when, months ago, they claimed to have solved the problem.

danco

I had a complaint that I took to the CEO. I'm not sure how to do this at present, as their CEO recently stepped down.

They solved the technical problem fairly efficiently, though I had to correct a misunderstanding at times. And they may have created a confusion over billing. I am not quite sure about this, and am leaving it at present, as any confusion that may exist is currently in my favour.

With a difficult problem, contacting the CEO's team may be better than the basic complaints team.

kazwookie

You can contest the DD increase:  (I refuse the increase)

If your energy supplier has increased your direct debit payments This advice applies to England

If you pay for your gas or electricity by direct debit, the payments will usually be based on an estimate of the amount of energy you’ll use over a year.

Your payments will increase if you use more energy than the supplier has estimated. You might also have to pay for the extra energy you used.

Your supplier might have increased its prices because of changes to the 'energy price cap'. This is the maximum they're allowed to charge if you're on a default tariff, or most other tariffs where the rate you pay changes. 

You won’t be affected by the cap if:

• you’re on a fixed tariff

• you’re on a standard variable green tariff that Ofgem has not included in the cap

Your supplier has to let you know about a payment increase before it happens - this is known as the 'direct debit guarantee'. If they don’t, you should complain to your supplier.

Example

Your monthly direct debit for gas and electricity is set at £70. Your supplier checks this against the amount of energy you actually use and finds that it has been set too low. You owe £300 in arrears.

Your supplier estimates that you actually use £90 of energy a month. They raise your direct debit payments to £120, which covers your higher usage and paying off the arrears. When the debt is repaid, your supplier reduces your payments to £90.

Submit meter readings

It's important you send monthly meter readings. This will help your supplier set your direct debit payments at the right level. You'll then be less likely to owe them extra money. Check how to read your meter.

Get your supplier to explain the increase

You can challenge the increased direct debit payment amount with your supplier if you disagree with it.

Ask your supplier to justify how they calculated the new amount. They must explain clearly how they reached the figure they want to charge, and give you the meter readings they used.

When you look at the meter readings, check them against the meter readings on your bill to see if they are the same. Remember that your usage will be higher in the winter months.

If you think you’ve been overcharged

You might want to try to claim back money from your supplier if you've paid too much.

If you’re still not happy

If you’re still not happy with your supplier’s calculation, ask your supplier to lower your monthly payments to more accurately reflect your energy use.  

If they won't lower your payments to reflect your usage, you should make a formal complaint to your supplier.

If you're struggling to pay

There are steps you should take if you're struggling to pay your energy bills to make sure you don't end up in debt. Check what to do if you're struggling to pay your energy bills.

You might be able to get extra help from the government or your energy supplier. Check if you can get grants and benefits to help pay your energy bills.

https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-bill/energy-supplier-has-increased-your-direct-debit/