Bulb

Abysmal customer service. Charged me for 999kwh for electric usage for one month. Around total cost of three months electric for the same period last year! Said I must have left something plugged in! Perhaps because I'm over 70 they thought I'd lost my faculties! Gas Meter faulty early 2020 took them till end October to come out and change it. It was after that that my electric meter surged! Wrote to their Legal Dept at Bishopsgate eventually but no answer yet. Mistakes on lots of their invoices and nobody interested in putting it right. Last week it showed 拢806.63 in credit each time I went into my account; thought they had put it right! Wrong! today it shows minus 拢218.89!

Got the warm heating allowance managed to split amount for both gas and electric Answer was very quick. Service is good no problem with topping up key or card available in many places

Dreadful, still paying it off months after I left them
Don鈥檛 even touch with a barge pole!!!!!

I've had 2 complaints with Bulb in 4 months and neither have been handled well.

My first complaint arose when they took 2 x payments out of my account – at a higher rate than I'd agreed to. It took some time to get the money back and fair compensation.

As part of the deal, they agreed to lower my monthly payments to an acceptable rate starting in August. By September, they'd almost doubled this. When I queried why, they stated they had an internal policy change in September that meant this changed.

So the deal to close my complaint from them effectively stealing money to my account has been null and void and now they won't keep to their initial deal, which lasted one payment. As far as I'm concerned, if a company offers a deal, they should be sticking to it – if I were to decide afterwards that I wasn't happy paying the amount we agreed, they would not have accepted me going back in September offering a lower amount.

They are now saying that I would need to complete a 45 minute conversation with a financial advisor company to lower my monthly payments to the amount they initially offered. My income has been impacted throughout the virus as everyone's has but not so severly that I need some form of training – I've only asked them to stick to what they offered in writing.

Customer service is very slow – both times, I've had to chase myself rather than them showing any proactivity to help. I had 2 different customer service reps and experienced this both times.

A frequent complaint is that prices are much higher than they initial indicate and I've seen this to be true too – I now wish I'd stayed with my previous supplier.

A big part of us moving to Bulb was for the renewable energy factor but a quick Google will show that plenty of companies are now doing this – so you can get cheaper deals with better customer service.

It's also worth looking at their Tweets and Replies section on their Twitter – it's full of angry people being overcharged and threatened.

2nd Review.

Just when I thought Bulb couldn鈥檛 get any worse, they鈥檝e managed it…

Following an awful previous time with Bulb at my last property, the first thing we did at our new property was change the gas/electric supply to Octopus from Bulb, seems easy enough, right? WRONG!

These clowns are claiming we used over 拢40 of gas in a week WHILE THE NEW HOUSE WAS EMPTY AND THE BOILER WAS OFF! Ridiculous.

So when we queried it, they said they would investigate and reply via email. We heard nothing until a chaser text on CHRISTMAS DAY followed by an email this week saying we owed them for the obviously incorrect bill and they were going to escalate to a debt collector.

Absolutely appalling customer service and, from the recent reviews on here, looks like it鈥檚 typical from Bulb.

If you鈥檙e considering changing your utilities supplier, don鈥檛 use Bulb – you will regret it!

There should be minus stars. At one point Bulb owed me 拢1,500 in overpayments but were still emailing me to pay them more, by standing order every month. It took me about six months, numerous emails and so much time to sort out. this time around, I made a payment, which they refused to acknowledge, while sending more emails telling me I owed them money. They added charges for 'failed payments', which were not failed payments, rather, I was trying to get them to acknowledge my payment. I certainly would not pay more, for it to 'disappear'! I have felt intimidated and bullied by this service. I will never be a Bulb customer again.

Don鈥檛 ever go with Bulb The only thing they do is taking your money I left the property 4 month ago And still paying for other ppl . They didnt close my account yet
Be careful guys

If only I could go lower. I've been with Bulb for a year now. They raised their prices at least twice in that time. Attempted to take an entire 拢200+ debt from my account without warning after repeatedly canceling my direct debits or not applying them properly.

Over charged for electric all year, one staff member told me I should lower my monthly payments, another told me their bills were correct and our smart meter wasn't displaying the right amount.

I'm switching as soon as possible, avoid this company like they plague, they're liars and untrustworthy. If you aren't convinced by this alone, go check what they were in the news not even 6 months ago.

Any body who is with bulb energy needs to leave ASAP before it鈥檚 too late and you are left with a big bill
I am a existing customer now with OctopusEnergy and saving 拢 300 a year

Absolutely the worst company i have ever been with harassed me for meter readings Almost daily, sending unfunny emails saying i could of grown a pineapple in the time they had their last reading which was this year. Putting my direct debit up without my consent with 1 day warning. I haven't been well this year and they just harassed me and caused me stress. Avoid. i am going to go with another company too much hastle.

Bulb have left me with no choice but to report them to the ombudsman. Bulb provides energy to a elderly disabled lady I look after. We have registered her on Bulbs vunerable list, which is meant to prioritise . Of course it does no such thing as you can't get through by phone. They must have bought the online software from the Pound shop for their Web chat. (Apollogies to the Pound shop as they would never sell such junk) I have lost count of how many times I have contacted Bulb about problems we are having receiving Warm Home Discount, which she is fully entitled to and desperately needs. They have been sent the information by post and email last year and this year but she hasn't recieved it. Bulb doesn't even reply to any correspondence. If you make a complaint they don't reply, probably so it is never registered as a complaint. We have contacted Bulb so many times about this matter I have lost count but not once have they replied
If they treat an elderly disabled lady like this! No wonder they where fined nearly 2 million by Ofgem.

Very unprofessional company and customer service very incompetent. Though I was in credit over 拢320 they kept increasing my direct debits. I've noticed that my bills were miscalculated and overcharged. I had to keep chasing them and provide the calculations to them. Even when they installed a new smart reader and I've paid the difference based on engineers submission, instead of starting fresh with the new meter they claimed that new meters do not always zero out. After numerous email exchanges they reimburse the difference. Stay away from this company

Been with Bulb for a couple of years, I was impressed at first with good customer service and cheap rates. But this year that's all changed! Very high rates, miscalculations, overcharging accounts, increasing DD for no reason compared to my actual usage. Their customer service is nonexistant and quite frankly rude. Was chatting to their help center online and the help agent simply didn't understand my issue, so he CLOSED the chat!!! Awful awful company, will switch ASAP. DO NOT USE BULB, BULB BAD

Bulb allowed me to get over 拢1000 overdrawn by not setting the correct monthly payments correctly. When I realised I rang and spoke to an advisor who told me who much was needed to clear my debt. This I paid and moved my business to Octopus (a wonderful company!)
Now over 6 months later Bulb are hounding me for an extra payment and suggest by email that I phone them up to sort it out. Surprise surprise when I phone them up I am unable to speak to anyone.
AVOID THIS COMPANY AT ALL COST – THEY ARE COMPLETELY USELESS!

Avoid at all costs! This company is outrageous! Some how they say I鈥檓 using 拢300+ electric a month a 拢89 direct debit has now gone up to 拢400 I鈥檓 a single parent to 3 children self employed and massively effected this year due to Covid, all this company is doing is making me more and more into debt, I can not afford 拢400 a month direct debit a then been charged fees for not meeting that amount of money, they have done absolutely nothing to help me except get me more and more In debt with late payment fees etc I have tried to switch to a more affordable energy supplier rather than what they say I鈥檓 using 拢300+ a month and then come up with a payment plan to pay off my electric and they won鈥檛 allow me to switch and still continuing to build my debt up with late payment fees and stupid amount of electric I鈥檓 apparently using! They have now run me up to 拢2700 worth off debt over the past few months with there late payment fees and ridiculous energy costs and doing absolutely nothing to help me at all except raise my debt more and more! Totally tied to this crap company and can not get out! Taking legal advice now as this is horrendous

It's a 2 because I had a really good experience with bulb in my previous flat, but I cannot tell you how bad things have been since moving. Quoted circa 拢50 pcm, only for several months of fighting for contact and responses from Bulb to be told my actual usage is 拢160 per month. Two bedroom flat just me and my three year old. Main lights are LED, use lamps in lounge, only use 2 of the 4 heaters in the flat and these are limited and on timers. Neighbours in almost identical flat, two adults working in there permanently with heating and water heater on (have confirmed this with them) max bill 拢80 pcm. Bulb just state that this is their final position on the matter. App terrible, getting response from Bulb, terrible, getting an actual resolution none existent. I initially sent an incorrect reading, ok hand up to that, I have now been trying to resolve that for some 8 months sending reading after reading photo evidence over and again, Bulb have even admitted that they didn't update my readings so not only do they now want triple the amount they originally quoted per month they have also put my over 拢250 I'm debt
I'm a single parent and I dare not even put the heating on properly
Ombudsmennn , Ofgem, Subject Access Request next steps.

Gone from being one of the best customer service companies to one of the worst. I've had a support request with them on-going since July. They just stop replying to anything for weeks on end until you threaten to make an official complaint (again). I think next step is Ofgem.

I switched from Octopus when I moved and wish I hadn鈥檛. They messed up my switch from the previous provider, which ended up with our power being cut off, despite being told it wouldn鈥檛. It took having to call customer support 3 times to just get the right payment provider set up. The app and website themselves are seriously underdeveloped. They look nice but lack a lot of basic functionality. Octopus doesn鈥檛 look as pretty but works very well, go with them instead.

I have tried to phone Bulb and chat on their online chat service multiple times to clear up a bill. I needed to actually speak to a person because I was selling the property and needed them to calculate how much I owed up to a certain date.
I finally gave up on these two methods of contact and sent them an email (there is a very difficult to find message service on their website). I wrote an extremely detailed email outlining exactly what I needed them to do.
They sent a one line message in return, with the wrong information. They clearly didn't bother to do anything but forward me an automated link to a bill I had already paid.

I have now resorted to contracting their complaints department in order to pay the bill, and their complaints number is just the normal number which directs you to the utterly useless, unmanned, automated options. I emailed the complaints department. I have no idea if it will be answered, and if it is answered, answered by someone who actually bothered to read what I wrote.

I'm beyond disgusted, frustrated and just totally unimpressed with this shambles of a company.
Save yourself hours upon hours of stressful – and utterly pointless – hassle and go elsewhere for your energy provider.

Trying to get a smart meter installed wiht these guys is excruciating. They messed up the booking, only did half the job, and I'm now about 10 emails and three weeks into trying to fix it, with a guy in customer service (Lloyd) who is clearly enjoying winding me up. I made a proper complaint after email 8, but they haven't bothered to respond. It feels like being this has become sport to them and I'm going to move shortly.

I switched to Bulb Energy 6 months ago and waited to review the firm. Honestly, I am not sure why all the negative reviews, other than I am in Dallas, TX USA and the neg reviews are from Europe. I suspect many negs are from competitors who dislike their No-Frills easy to comprehend rate! My bill has decreased substantially! And I mean substantially! All the competitors offer "Free Nights" or "Free Weekends" which is really another way to screw you, as you're paying BIG TIME for "FREE", like 17 cents per KW and more! Cut to the chase, Bulb is somewhere areound 8.5 cents/KW +- and there is no BS. Many of the reviews that are negative see to be phone calls to Bulb and delays. Send them an email and you'll receive a prompt reply.

At first I liked Bulb when I switched over to them 18 months ago as their website was easy to use and because of their green credentials.

But the prices have become astronomical and they have told me they can't install a smart meter for up to a year (in the meantime my bills are essentially estimates, which I think is what is causing the cost issue). Have decided to switch to a new supplier today with better ratings.

Customer service hasn't been great either and overpayment has been very easy due to the way they set up the payment system.

Awful customer service. Billing and payments make no sense. Expensive.

Useless customer services, say they are easy to deal with, do not believe. Do not give you business to them.

Hard to communicate with, just as money grabbing and as hard to deal with as the rest of the energy companies.

This is the first time I am leaving a review in the Trustpilot. Customer service was so terrible that it actually made me write a review so other people are aware of the company and do not face the same difficulties I faced. Worst company ever.
There should be a minus rating for this company.
Customer service is terrible. I emailed. I used an online chat. They just give different answers. They don't even read the question. I was told, they don't supply my fuels. Why did you send the invoice then and take a payment? I even emailed the complaint department but no response. If you value your time, do not sign up with this company.