Issues with Bulb

MD24

Hi all - I'm hoping to get some advice about a long-standing issue I have with Bulb about my gas and electric supply.

I purchased my first property in June 2021 and the energy provider was Bulb. I contacted them at the time to ask them to set up an account and did not hear anything, despite several email chasers. I have only been living there intermittently due to ongoing works but happened to be there when someone from a company called Engage, evidently a debt collection service used by Bulb, knocked. He gave me a letter saying I was outstanding payment and I explained the situation. He told me that because I wasn't living at the property yet, I wouldn't have to pay, but I was uncomfortable with this and contacted Bulb again. This dragged on for over two months as I received emails that didn't address what I was asking and sometimes didn't make any sense in the context.

I made a formal complaint that was escalated to the Ombudsman service. I asked Bulb to set up an account for me in the meantime so that I didn't accrue anymore arrears. They never did, despite me asking several times and copying in the Ombudsman at each point. The Ombudsman issued a final decision in August, having received the reply in February, and informed Bulb to discount my bill and issue a formal apology. Bulb closed the case on the portal to confirm that they had completed these actions, but never did. I emailed Bulb again (being unable to get through on the phone) asking for my account details, assuming I must have one if they had discounted a bill, and have never had a substantive response. I have been chasing at least once a week, copying the Ombudsman in every time. I have made it very clear that I am able and willing to pay but need to know how!

My last chaser was on 10th October. Yesterday, I found out from a friend that has been working on the property that a prepayment meter was installed. It became clear that Engage, acting on behalf of Bulb, had used a locksmith to enter my property without my knowledge or permission on 7th October. They left behind a letter saying that they would be taking £5 per week as repayment - where/who from, I'm not sure, because I still don't have an account and their letter was addressed to "the Occupier" rather than to me directly. The letter also said that they had a warrant from the magistrates' court, which is the first I've heard of anything like this. I immediately called Bulb and was told that I was believing third hand information and until I had seen it for myself, they couldn't do anything. They also said that this was not how they operated. I had to cancel evening plans to go to the house, take photos and pick up the letter. I've emailed these all to Bulb and asked for a response by 12pm, which has not come.

I know that if I call, I'm just going to start again - the person I spoke to yesterday had absolutely no understanding of my complaint - but I also never get a response via email. I'm extremely angry that someone was in my house without me knowing or giving consent. I'm so burnt out by the whole process that I just don't know what else to do! I've laid it out very simply that all I want is confirmation of the account being set up and the amount to be paid, but also now for the prepayment meter to be changed back and for compensation to be given as they essentially broke into my house.

On a personal note, I've also made it clear to Bulb that in the time this has been dragging on, I've suffered a bereavement, acted as a carer, undergone heart surgery and had mental health issues, as well as holding down a stressful full-time job. This has brought absolutely no empathy or effort to resolve this. I don't usually like to bring personal circumstances into this kind of matter but I am at the end of my tether.

I really don't know where to go with this so any advice would be appreciated! I'm considering the police, the press and my solicitor but I just want to work out the quickest way to get this sorted because it's taking up too much of my time and energy.

afl2

Hi
I am sorry to read about your issues. Hopefully you will get the right advice and outcome. Good Luck.
Regarding your ombudsman decision, Is that not binding? Legally?
Evidence needed to prove that it has been carried out?

MD24

afl2 said:

Hi
I am sorry to read about your issues. Hopefully you will get the right advice and outcome. Good Luck.
Regarding your ombudsman decision, Is that not binding? Legally?
Evidence needed to prove that it has been carried out?

Thank you! It is binding on Bulb as they have accepted it, but I've contacted the Ombudsman to advise that they haven't and only had radio silence. I'm not sure what, if any, evidence Bulb had to provide to the Ombudsman when marking the actions as complete.