They are just no words that can describe the pure frustration I’ve experienced with Bulb. After a total of 6 calls and 5 email chains and counting, my issue still hasn’t been resolved as of today.

I was only in the property for 3 months and I tried to sign up and set up a direct debit with Bulb several times online. When I finally received a letter from bulb and used the code, I thought I had completed a direct debit online, but I received a text stating I would be charged a late payment fee if a direct debit was not set up by 1st of the following month. So clearly the direct debit was not set up properly, so I called to set up my direct debit over the phone. When this was completed, I specifically asked if I should pay off the balance now so that I am not charged a late payment fee, but customer support assured me that now a direct debit has been set-up that the late payment fee will not be charged.

I was subsequently charged a £15 late payment fee because I supposedly did not contribute a single payment despite customer support stating I specifically wouldn’t get fined if I set up a direct debit. I contacted Bulb several times via call and email over this, they even had the audacity to say ‘you could’ve called us to make a payment’ which is exactly what I did but they failed to acknowledge that. I really had to scream and shout about this, but they eventually credited the £15 late payment fee - as I suspect all calls are recorded and they would’ve heard the misinformation fed to me.

To make things worse, when I moved out and logged into my online account to submit my final meter readings and make the final payment, it said my online account was now being closed – I had never asked for my account to be closed but it turns out somebody switched energy providers at the address, so it automatically closed my account. As such I did not have the options or functionalities on my account to submit my final meter readings and make any payments.

I followed up with calls and emails which came back with unhelpful responses ‘you can do this all online on your account’ or ‘there’s nothing we can do because your account is closed’. Someone had however, managed to update my gas meter reading but not my electricity meter reading, so it’s clearly possible... of course it’s possible! However, I have logged back into my account and seen that updated gas meter reading has been reversed out.

I am close to giving up entirely, this company is an absolute joke and I cannot fathom the sheer incompetence of this energy company.

Most horrible customer service ever! I was talking to a lady (unfortunately didn't ask her name on time) and after 15 minutes she hung up on me! Called again waiting a while before being connected to another lady who was so so rude! She could not find my name on the account when the previous lady found my name ok! I had to register myself again!? How is this possible?The lady was very unpolite and kept repeating the same thing over and over as if I had some problems understanding, I kept calm as I believe if they are rude you should just emphasise with them as they probably hate their jobs!I never experience such horrible customer service from an energy provider! I would consider changing to a different provider just for their horrible nasty customer service!
All they care is your money! Thirsty for your money!

Please stay well clear from this pathetic company. Half of them do not know what they are doing. The rest are just rude and ignorant. Dont listen when they are wrong! Even ombudsman services had to contact them on multiple occasions as they were trying to tell me im nearpy £4,000 in debt. FRAUDSTERS! please do not waste your time and sanity

Meter been broken for 4yrs now. They seem to think this is a ticket to take everything i have with their ridiculous estimated bills. £700 for 1 month electric. Disgusting rancid company.

3 emails now. 1 simple question - The due date of a bill before late fees get applied. NOT COMPLICATED!
NAME REMOVED is incapable of answering that simple question. 1st time I asked the question, NAME REMOVED told me to get a smart meter and to set up a direct debit and repeated a sentence I had already included in my original email which was the reason the question was asked in the first place. In the 2nd email, I ask the same question, THE BILL DUE DATE and NAME REMOVED replies that my bill gets sent on the 28th and I can pay it the same day.

STAY AWAY. DO NOT use Bulb as your supplier. Customer service is terrible and their service is terrible.

I called to notify them I wanted to change supplier. I spoke to 4 different people who all told me 4 different things. The best response was my new supplier would take on the debt on the account (the guy who told me literally couldn't give a toss from his tone of voice). Every time I spoke to someone it was like they were all trying to fob me off and get me off the phone as quickly as possible.

Finally, the right information, I was told I could only change supplier once the debt was below the monthly payments which was then achieved with an increase in the payment amount. This change in payment was made manually by myself on the settings. However, as soon as this increase in payment resolved the debt they altered my monthly payment to something much lower which then meant I could not change suppliers as the payment was below the debt again. This was done why "their system" and not me as the new amount was in line with my current usage. I'm livid with this mess, why alter someone's account without their permission? This has lasted 4 months.

They also do not provide a smart metre as they have no engineers (hence the change).

Even using the chat bot, I was unable to resolve my issues.

Communication via phone:
They don’t speak clearly, there is noise in the background. Clearly reading from a script. If I hear, ‘your issue is being escalated’ one more time I’ll go nuts.

Communication via email:
Appears to be a ‘one email address fits all’ situation, despite the Bulb agents individual name and/or department being different. Again, replies seem to use a standard template. *Just like the Bulb replies on Trustpilot - another cut and paste job eh?

The latest is I’ve been told they understand the ‘gravity’ of my complaint, and have been asked to describe the problem.

MY SMART METER DOESN’T WORK.

MY IHD DOESN’T WORK.

I DON’T BELIEVE MY BILLS TO BE ACCURATE.

These meters were installed on 13/05/22. I have told Bulb umpteen times this is the case. This has been going on for 3 months.

How is Bulb calculating my bills? Apparently there was an outstanding balance of £74 that was being investigated - was I being overcharged and how was this calculated?
Then via email Bulb threatened to charge me a £15 late payment fee if I didn’t pay by 11th Aug.
Then via post Bulb threatened me with this fee if I didn’t pay but this time it said by 17th Aug.
So I paid it.
Then straightaway I was billed AGAIN. This time for £31.80. So I paid it to avoid late payment fees.

Every single time I call or email, I am put on hold, the line is cut off, questions aren’t answered or I’m pawned off to another department.

Wait for it, I’ll get a generic ‘sorry to hear you’re unhappy, we’ve asked Trustpilot for you details’ blah blah.

SORT IT OUT

i can not for the life of me understand how this company continues to demand payment for goods and services it has not provided and gets away with it ' i am a disabled pensioner awaiting open heart surgery which they are aware of, yet they still bombard me with threatening letters' and today a dept collection company contacted me. i actually ow them 0.

Horrible staff, very dissatisfied!!!

This company is not more neither less than a SCAM. And the customer service take just money for free cause they are useless!! I got my smart meter and after 7 days they activated it. On the 18th i woke up with no electricity and my house has just electricity so everything works by electricity. I topped up 20 pounds and my electricity didnt back to my house. And the meter showed 0 pounds. I called 3 times the customer service and it was suggested to top up other 10 to see if my meter worked and the i was going to be refunded of the first top up. I called back for the refund and they started to cut every call I was making while I was speaking with the agent or they put me on hold and they pretended the libe went cut off. I kept going calling them until i got an email saying that my 20 pound was the payment of my usage of that 7 days! The usage of 1 week is less than 9 pounds normally or up to 10 but not my case as i live in 1 bed flat of 30 mq. If the maths is not an opinion then they should take just 10 pounds from my first top up of 20 but they took the whole 20 refusing to give me rhe refund. So i kept going writing them that at least i needed a proof of that 20 pounds used as friendly emergency credit in 7/8 days. They kept going to ignore my email cause obviously they know im in right.
Ok as I wrote 100 times, my friendly emergency credit was of 10 pounds, and when the engineer came to my house I had 1.29 pounds on it, your engineer came here on the 8th at 3.30 pm so I want to see my usage from the 8th Jun to the 17th when my energy cut off!
I'm sure as everyone can do a little math, that it's impossible in an apt of 30 mq 1 bedflat, in 8 days,to spent 20 pounds!! Because should be less than1 pound pday .
Even if they took a debit should be about 10 at least 11 pounds not 20!!!!
So what I'm requesting is 10 pounds back basically if you took the payment for that 7 days passed!
It's absurd you want to lose your credibility for 10 pounds!!! For me is a week of electricity for you should be nothing!!!!
It's ridiculous guys honestly
RUBBISH