Help with Bulb

lannyloo6398

Hi,

I was hoping someone can offer me some advice regarding issues I'm having with Bulb Energy please - I'm at my wits end and this stress is having a major impact on my Mental Health.

Last year, Bulb asked me to go onto Smart Pay As You Go because I was struggling to make my monthly payments and got into arrears (which are now cleared) 

They came out and installed Smart PAYG meters for both Gas and Electric in March last year.

Everything was going well until August, when my meters stopped commissioning with them and I had to top up online then wait for UTRN codes to come through and input onto my IHD manually. 

They rebooted my meters and I had to wait for 6 weeks to be told it hadn't worked and they'd reboot again

After numerous emails, they finally booked an engineer to come out and take a look. 

The engineer came out on Monday 9th January, and said he would have to swap the meters over as the ones that had been installed had issues. He then added the credit from the old meters to the new meters and said the credit would appear in 24-48 hours.

By Friday they still hadn't updated so I rang Bulb. The man said that id been moved onto Pay Monthly. I explained what the engineer had done and that nowhere was I told id be going onto Pay Monthly, and i wanted to remain Pay As You Go as I was coping financially better as PAYG. He then told me that he had spoken to the SMART team who said if I want to be PAYG then it would cost me £150.00 per meter to have standard meters installed. I cant afford this, and have been Smart PAYG since March last year so I really don't understand why they are saying this.

I demanded to speak to a Manager, who I was passed to, who said he was going to investigate and I would have an update by close of play that day!

As of now I'm still waiting for an update which was promised, and I've not been able to speak to anyone by phone or had a reply to my emails.

This is really stressing me out and I just don't know what to do anymore

Gerry1

Submit a formal written complaint.

Go to the Ombudsman upon receipt of a deadlock letter, or after eight weeks if they don't send one.

EssexHebridean

Are the newly installed meters also smart ones?

Agree that regardless, putting a formal complaint in place is a good move.