Prepayment Meter Refund

jjdarby701

Can anyone help me? I moved out of my flat on 28/03. I called and emailed my supplier (Bulb Energy) to ask for a refund of my prepayment meter credit from both my gas and electric meters (totalling around £260). They told me to email photos of both meters on the 28/03 and make an official request. I did, and was told someone would get back to me and I would be contacted to arrange a refund via Wise. On 06/04 they told me the payment was processed and I would hear back. Many weeks and phone calls later and I still haven't had any such email. Every person I speak to on the phone tells me the exact same script and that they will look into it and get back to me within 24hrs, yet they never do. Even when I try to reply to emails from individual staff on the matter I never get a response. I am at a loose end, I recieved my final bill on 04/04 and its been well over 10 days without my refund. Has anyone else experienced this? Does anybody know how I can escalate this (if I can)?

Gerry1

Welcome to the forum.

Don't waste time phoning. Send a formal written communication headed COMPLAINT.  Go to the Ombudsman upon receipt of a deadlock letter, or after eight weeks if they don't send one.

victor2

Welcome to the forum!
Put in a complaint by email to bulb at complaints@bulb.co.uk, then you have a record of what was said.
If they don't settle it within 8 weeks (I believe), you can take it to the ombudsman.
Details at https://help.bulb.co.uk/hc/en-us/articles/115001228431-Making-a-complaint

jjdarby701

Hi thanks for your replies! Can't get over how quick that took (bulb should take notes). I've written a formal complaint twice last month but they haven't replied, communicating with them is constantly hitting a dead end no matter what I do. I think I'll have to leave it for a few more weeks and contact the ombudsman to take it further

SAC2334

jjdarby701 said:

Hi thanks for your replies! Can't get over how quick that took (bulb should take notes). I've written a formal complaint twice last month but they haven't replied, communicating with them is constantly hitting a dead end no matter what I do. I think I'll have to leave it for a few more weeks and contact the ombudsman to take it further

Bulb are in the process of being completely taken over by Octopus so maybe try their cust service first giving your Bulb customer number .Bulb don t exist now