Bulb Smart Meter con?

Sally19

So I have been trying for two weeks to get a refund back as I am in credit by a lot of money because they have been taking 200 a month from me for a year. I am single and live alone with gas and electricity powering my home. Bulb have now told me that I can only get my credit back if I have a smart meter fitted as I am moving to the variable system and not a fixed monthly scheme that I was on previously. Has anyone heard of this before as this seems like they have me over a barrel as I do not want a smart meter and have refused this several times already? Any advice greatfully received. Thank you kindly 

molerat

What is your actual unit use per year ?

How much are you in credit and when did you last receive an actual bill ?

As far as no refund without a smart meter is concerned they are talking rubbish as Bulb CS usually does. 

Raise a formal complaint stating you want your credit returned.

EssexHebridean

First up having a think about why you're refusing a smart meter - quite often we find folk on here that refuse because they've heard stories about problems, or issues, or things going wrong. Half of those are false, and the other half we can usually set minds at rest about how rare they are and how unlikely it is that anything will cause you a problem. 

As for whether Bulb can hold your credit to ransom to force you to get a SM - my gut feeling is that no, they shouldn't be doing that. (I see that molerat has confirmed that my gut feeling is correct!) 

Have you worked out where you are at with your credit balance in terms of how much energy you expect to use over the winter months and therefore how much of that credit will be swallowed up? 

Sally19

I am back on the phone to them now asking to make a formal complaint but I have a man with very broken English telling me that is my only option! I am feeling very vulnerable now. I just want to pack up and move supplier as that has to be way less hassle than this!

brewerdave

Customer services have probably been instructed to tell that they won't allow you to move to variable DD (ie pay after use) unless you have a smart meter because it "guarantees" that you cannot artificially reduce your usage when you are short of money!!!
All to do with meeting their OFGEM SMART metering targets really.

EssexHebridean

Put in writing to them - by email - that you wish to be refunded some of your credit balance, then if they want to continue to try to blackmail you they have to put it in writing in return.  If you need to advance it to a formal complaint - or simply want to go there right now, again, put it in writing. 

dunstonh

I am single and live alone with gas and electricity powering my home

Which doesn't mean you are not using a lot.     

Bulb will use the data you have supplied them over a year (as you don't have a smart meter).  If you haven't supplied consistent readings over at least a year then they will estimate.  Estimates are frequently inaccurate but they are the best they can go on if you are not giving readings.

 Bulb have now told me that I can only get my credit back if I have a smart meter fitted as I am moving to the variable system and not a fixed monthly scheme that I was on previously. Has anyone heard of this before as this seems like they have me over a barrel as I do not want a smart meter and have refused this several times already? 

For new contracts, they are allowed to insist on a smart meter.
Why don't you want a smart meter?    

 I just want to pack up and move supplier as that has to be way less hassle than this!

To be fair, it is you that is making it a hassle by refusing a smart meter.

I am with bulb and have found their projections of use to be relatively accurate of late when based on actual meter readings.   They were pretty off in the first year with me as they couldn't get used to the swings in power use over the year.

Have you supplied actual meter readings consistently for a period over a year?  (i.e. once a month for more than 12 months)
Give us some meter readings over a period of a year and we can tell you if bulb is being reasonable or not.
Why do you think you need a refund?  (you should be in credit at this point of the year)
How much credit are you in?

Chrysalis

Their response would suggest they either dont trust your readings or there is a lack of readings (billing on estimates).

Agree to the smart meter it solves these kind of hassles.  They are more convenient for both the customer and the supplier.

Flight3287462

Why would you be wanting a credit returned just at the start of winter?   Let it run until Spring then see what is left.

Ultrasonic

Sally19 said:

Bulb have now told me that I can only get my credit back if I have a smart meter fitted as I am moving to the variable system and not a fixed monthly scheme that I was on previously.

By 'variable system' do you mean one where you are billed for your exact usage each month? If so I suspect Bulb may be within their rights to make having a smart meter a requirement for doing so. They don't have to offer the option of payment in this way. Is this possibly what is going on here rather than it being specifically about the credit balance?

Sally19

Firstly thank you for all your comments. I am £712 in credit and I submit manual readings on the 25th of every month like clockwork. My usage for Sept was £65.12. Bulb has now called and apologised to say they cannot make me have a smart meter and cannot withhold my money so they have this afternoon sorted this out. Thanks guys!