Bulb Reviews 77,998

6 days, countless attemts to contact the fit team. 3 promises to call me broken. 6 days to sort something that should have been dealt with last week. Bye bulb.

Was to be on EV tariff, but got charged full price instead of reduced 4hrs through the night was paying £600 a month in bills for a 2 bed bungalow, even switched hot tub off but made no difference, went to ombudsman and got recredited but then took it all back as payment for new readings? (Smart meter) totally feel scammed as new bill works out a thousand pound a month? I can’t work it out and neither can ombudsman? Looks like iv lost my battle, 😡 still ongoing 🤞🏻

Good service in case of problems.
Good customer service.

Terrible customer service. I had a smart metre installed and they didn't have the correct equipment. It took a year and a half for another engineer to come out. I was sent a bill worth nearly £600 because nobody came to properly install my metre and their representatives wouldn't get back to me. I also had a faulty IHD that never worked which took weeks to get information about. I was then told someone would contact me about a new one and nobody ever did. I am still fighting for a fair discount on my bill as I believe the hassle and time I have wasted due to the terrible customer service deserves compensation.

I'd give this 0 stars if I could. Been going on for 2 years, trying to charge us £500 for one months gas and electric when we weren't even living in our property at the time!! Absolute chaos talking to customer services no one knows what's going on and can't seem to get anywhere with anyone. We work all day 5-6 days a week and are being charged unimaginable amounts for our energy when the house is empty most days. We should be well in credit with this company now but for some reason the debt just keeps on increasing.

All round terrible experience - customer service was complete chaos, unethical rate hikes, they took a big lump out of our account which was 4 times our bill, without any prior notice & years of stress trying to fix issues with our faulty meter & therefore billing. Had to chase them time after time, and repeat ourselves constantly over years. Eventually moved out of the property, informing them of this and asking for our final bill & problems to be resolved. Instead of responding they sent the debt collector. Currently in a dispute trying to resolve this, whilst they continue to harass and threaten me. Do not use this company.

Customer service number was a bit confusing but overall good service.

It's a great customer service with no stress, I would recommend it to everyone.

We have been having some issues setting up an initial change of address energy supply but a call with Ellie from the team has helped resolve this. She has been really helpful and managed to resolve our query at first point when we have been passed around for the past month between different suppliers. Great service, thank you, loved it. 👍🏼

Wonderful Customer service, when i had a issue they helped massively.

In our last flat, Bulb were sending demand letters for an electricity/gas bill for a 3 month time period prior to our even having moved in to the flat. We'd contacted Bulb Energy who were less than useless, so we then contacted the estate agents who have been very professional and they contacted the landlord, who in turn was very helpful. Bulb on the other hand, kept persisting on demanding money for a period after, so we promptly ignored them and complained to them. Did we receive a response? No. We signed up with Octopus and they were great by contrast.

While being with the company for 4 yrs i had no issues. Had a top up prepaid key system. But then I moved home in March 2023 and I had one more (last one) government voucher of £67 and i called them and as i was moving in couple of days they said dnt top up the day your acc closes and you move we will refund you the money into your acc so you can use it in nee property as its a diff supplier.

Anyway once i moved i was made over 30 promises of refund after nearly three months of calling and emailing them i never got the refund. Infact at times I would call and the customer service would hang up on me. Other times they'd say they cant contact the billing team and its still pending

I finally contacted the energy ombudsmon services and after they opened a case i was told by bulb they will refund me immediately and give £80 compensation too for wasting my time (total £150)

5-6 weeks went by no refund via wise. Then i got energy ombudsmon to contact them again and escalate it and within a day i got the refund immediately.

Guys they are doing this to everyone I dont know why maybe because the companies changing but its awful if your in this situation contact energy ombudsmon too.

l tried to join bulb 2 years ago they said we cant accept you just now then they started sending bills l didnt owe as l had never had energy with them they kept saying l had they are liars

They do not respond to emails and phone lines are terrible despite calling from different mobiles and landlines.

Over a month ago I was suppose to receive a payment via wise transfer, but I've heard nothing, had to even email from a different address to get a response, in which I wa told my details were put in wrong by a staff member, but still not heard a thing.

Copious amounts of emails and not a single response

EDIT:
Despite sending the details as asked in the reply to this review, I have still heard nothing, so far this review still stands true

Oh dear. Just had a bill off Bulb Energy for a lady, my mother, who died four years ago. Very helpfully, the bill includes a personal projection of energy usage for the next 12 months. The height of incompetence.

I am even being generous at giving BULB ENERGY 1 rating. Anything between 0 and negative will be fair due to our horrible experience with them. It has been a nightmare since we switched accounts with them and left a bittertaste in our mouths. My household has been unfairly treated by the atrocious bill which we contested. All our phone calls and emails were completely ignored and when we forwarded the case to energy ombudsman, one of their customer service representative called PHOEBE wrote nicely seeking a resolution which has so far proven to be a lie. This was a time wasting tactic and they transferred our account to Octopus without ensuring an appropriate handover of information and they are now hunting us down to pay the huge erroneous bill so now back to square 1. Please avoid Bulb as they clearly do not care about their customer. It is such a disgusting service to endure and one of our biggest regrets ever. Zero customer service, Disappointment, to say the least.

ABSOLUTELY AWFUL COMPANY! Everything was fine at the start however went rapidly downhill! After asking for a smart credit meter over 2 years ago, this has still not been done. I am on prepayment meters and have passed two credit checks (first one elapsed as Bulb had taken no action!) and yet am STILL on prepayment meters and forced to pay higher prices than credit customers! Having complaint and not receiving a response, i took my case to the energy ombudsman and won my case. Bulb were to payback money in compensation for cancelled appointments they were due me as well as change my meters to credit. Instead they switched my account over to Octopus (which is fine) but left me on prepayment meters and did not repay monies due. I have now had to go back to the Ombudsman as Bulb had said they have completed all actions!!!

I could not switch to a different supplier as Bulb prepayment is not an option when entering your current details into comparison sites.

The worst and most incompetent company!

Run down of events:

08/03/2023 Informed BULB of the completed sale of my property including move out date as the 15/03/2023.

08/03/2023 Received a reply from BULB confirming and acknowledging above and that BULB will stop charging me from 15/03/2023.

14/03/2023 Contacted BULB again to confirm my move out date, submitted my final meter reading with photos showing evidence of the credit balance of £328.01 on the pre-paid meter. No reply from BULB.

16/04/2023 Emailed BULB chasing up the credit refund. No reply from BULB.

21/04/2022 Received email from BULB that you are moving my account to OCTOPUS ENERGY.

17/05/2023 Emailed BULB / OCTOPUS ENERGY chasing the credit refund with photos of final meter reading. No reply from BULB.

Called BULB / OCTOPUS ENERGY customer service many times, however every time when I was able to connect to the operator, the line was cut off after I told you my issue.

23/05/2023 Received email from BULB / OCTOPUS ENERGY informing me that someone had told you that they had moved into the property. In fact, the new owners moved in on 15th March, not only had they been allowed to use up the remaining credit of £328.01 which is legally owed to me by Bulb / OCTOPUS ENERGY but they had even overused to an outstanding balance of -£13.43.

23/05/2023 Contacted BULB / OCTOPUS ENERGY via your website. Explained the issue and was awaiting your reply.

23/05/2023 Received email from BULB / OCTOPUS ENERGY which confirmed you were working on my query and will update me.

Same thing happened, called BULB / OCTOPUS ENERGY customer service multiple times, however every time when I was able to connect to the operator, the line was cut off after I told them my issue.

24/05/2023 Emailed BULB / OCTOPUS ENERGY I’ve been waiting for the refund since 15/03/2023.

Heard nothing from BULB / OCTOPUS ENERGY until 12/06/2023.

12/06/2023 Received email from BULB/ OCTOPUS ENERGY which informed me I owed £13.43.

13/06/2023 I called BULB customer service, explaining the issue again but was told BULB / OCTOPUS ENERGY unbelievably had no record of my emails!

16/06/2023 complaint to BULB via email. No reply from BULB.

19/06/2023. Complaint to OCTOPUS ENERGY. No reply from OCTOPUS ENERGY.

As you can see from this long and infuriating run down of events, the absolute lack of contact and professionalism from BULB / OCTOPUS ENERGY is shocking.

As a customer this is not acceptable.
Please arrange my refund of £328.01 AS SOON AS POSSIBLE. I am no longer the owner of the property since the 15/03/23 so the £13.43 outstanding balance is not my responsibility to pay.

This simple repayment I am owed has been unnecessarily dragged on since the 15th March. Given all the evidence including sale of my property completion letter from solicitor, email records, photos of final meter readings I have provided for BULB / OCTOPUS ENERGY this matter should be simple to resolve from your end now!

I received a final gas bill from Bulb at the end of February, 2023, which informed me that I was £91.31 in credit. I called Bulb in early March to request a refund be made and was informed I would receive a cheque. This didn’t arrive.

I contacted Bulb again, this time online, towards the end of April and received from a reply from ‘Bulb Help’ asking me to resend my request from an email address associated with the account. I had no idea what this would be as I was sending from my usual email address. As such I asked them to send the refund to the address where the account was held and I would receive it. I received a second reply from Bulb that stated:-

“Looking into your bulb account I see that the approval to get your refund sent via cheque was approved back in February. At this point I am unable to say when it will be delivered”

To date, no cheque has arrived. I sent a further email to Bulb Help on the 6th June to advise them of this and point out that it had been outstanding for some time. No response. So I repeated the request by email on the 13th June and was again ignored.

As I write this I ask myself what Bulb might have done if the situation were reversed. If I had promised to send money and failed to do so and subsequently ignored their requests, would they have invoked legal action against me after almost four months?

Whatever the situation from Bulb's perspective, ignoring a customer is not acceptable.

Update - 07/07/2023

Following intervention from the respondent to my original posting, I have now received a refund. It's a pity it took a complaint on TrustPilot to make it happen, but credit where credit's due: they sorted it out.

When I first joined this company they were excellent. Unfortunately as it's nearing the end it has become the worst energy company I've had the misfortune to deal with.
My smart meters stopped communicating over 2 months ago. Each time I contacted Bulb CS I was fobbed off with promises of "it's being looked in to", "we are aware of the problem" "It's been escalated" etc etc. None of which were true. They just spun it out until they transferred me to Octopus energy a few weeks ago.
Thankfully Octopus believe in providing a proper customer service unlike the appalling reps at Bulb. I was initially sad when I heard Bulb had folded but, after months of extremely poor service, the sooner someone flicks the light switch to the "off" position and the bulb goes out permanently the better off any remaining Bulb customers will be.